Horrible After Sales Customer Service from Vodacom

I am writing to highlight the lethargic, pathetic and unapologetically horrible after sales/support customer service being delivered by Vodacom. I signed up for Vodacom Fiber in December 2020 through a company called Alisom.

The router and ****le were delivered on the last day of the year, 31 December 2020. I did the set up on 3 January. To my surprise I did the connection incorrectly by plugging it into my laptop as the pamphlet which accompanied the ****le instructs, the method is outdated according to the agent who signed me up initially from Alisom after contacting him. A day later I was instructed that the ****le should be inserted into router, there are no instructions of this kind that accompany the package.

It has been 1 week since the devices were installed in my apartment, after 1 week I still have no internet access, for some reason the router can not pick up internet connection, according to Vodacom, on their system it indicates that all is working fine. Myself and the agent from Alisom have both given both the Vodacom call center and the Vodacom Tech support many phone calls to resolve the internet connection failure issue, the result is customer service that is pathetic, lethargic, shameful and unapologetically horrible. The operaters handle the calls as if their day is being interrupted, some sound asleep, some speak as if there is a lack of oxygen in the work environment and other operators without even trying to assist just automatically transfer the call to the Tech support without warning or notification, as if implying that your not my problem. Give the job to those who really need it.

I have a service request number which also is pointless and meaningless, Vodacom has assigned it to the Alisom sales agent to handle, I am in disbelief that a sales agent needs to handle a technical issue. I have written to senior management without a reply, I may never receive the reply.

Can anything be done about this matter! I am going into another day without the internet connection without a resolve nor a temporary solution to my problem. I now have new ornaments in my apartment. Valuable time is being lost as a result of this internet connection not being made by the router and the ****le. As we all know, along with time, many variables are attached. Vodacom get both your frontline and your operation in order. We need customer service and after sales service that match your promises when selling your products.