Horrible Customer Service

Most customers jump to choose Vodacom as their service provider for internet fibre because we know that Vodacom coverage is good, before you choose this company please shop around first. If you are looking for good coverage only then yes choose them as your service provider BUT the service you will receive from their customer centre is one of the worst. The consultants do not know what they are doing it’s as if they have been trained to give false information to customers instead of telling the truth and saying they do not know what is wrong then they ask for assistance from someone else who can assist. I have been having problems with Vodacom since the day I app**** for the product. The company said the package I chose comes with interim data that I may use whilst I am waiting for installation to be completed. I received a SIM card and modem, the modem did not have the data as the company had indicated I went back and forth with them for 3 days. The weekend came they told me they can only assist during week days because the department that is responsible for the case was closed. I asked for the departments number they told me I can’t call them directly they can only log a call, at this point I probably had about 3 reference numbers for my case. Following week I receive a message about a business line that has been set up and that my package was with the courier company I should except delivery soon. I called the service center to try rectify this because I never app**** for a business line once again I could not get any proper answers. Luckily the people for the installation came that week. A month later I experience connectivity problems. I have been trying to sort this out for a week now, still nothing. There was a back up simcard that came with the modem that was delivered to me, they explained to me that this SIM card will be loaded with 5gig data every month so that if there is a problem with the WiFi I may use the ****le as back up. I tried to use the ****le whilst trying to sort out the connectivity problem only to realise there was no data loaded on. The consultants told me that the SIM card they gave me was cancelled so they couldn’t even load me data that I was willing to pay for as an extra on my bill. It’s been a week now and I still have not even received a call from a technician to come and check the problem. The consultants told me that the case has been logged with the department that needs to send through a technician to my house still nothing and my SIM card is still inactive. This has affected my work so badly because I can’t work from home.

So please before you make Vodacom your number one option, shop around first there are many other service providers who have good coverage. Customer service is very important because they will still bill you for the days that you do not have connectivity and they will not refund you for the data you have to buy whilst waiting for company to sort out whatever issue you are experiencing with them. To the businesses that also rely on internet please think twice as well, as you will loose a lot of money whilst waiting for Vodacom consultants to figure out how to help you resolve your problem.

Thank you,