Horrible customer service. I'm appalled.

My name is Siphosihle Mbambiso and I have been with Vodacome for more than 10years and still counting. Since my time with Vodacom, I have been happy with the customer service thats been received.

I bought a new simcard on the 19th January 2019 and I rica'rd the simcard as required. In my attempt to call Vodacome, I was advised by Portia (Call centre agent) at Vodacome. She told me that I need to wait for 24hrs for the simcard and phone to be synchronised. The waiting "game" then begun and so another call was placed to Vodacome to assist because my phone reflected that no reception was picking up. Even today I have no reception from Vodacome.

In my frastration, I placed another call to Vodacome on the 20th January 2019, I got the pleasure of speaking to Nqobile- who was at first willing to assist but again seemed like she did not want to assist. I explained my reason for the call and that it was not the first time calling into the contact centre. Nqobile, wanted to mainly focus on what previous advise given than rather focus on finding a solution to the proble. She kept on speaking over me and when I asked for a manager, I was told that all the managers had gone home, now at the time of calling her my clock recorded that it was at 08:37 gie or take. I tried asking her then for her managers name and that is when she dropped the line on me.

I AGAIN, took the time to call back and seek some assistance. This time I spoke to Dikeledi who also advised me on something else but was ery harsh over the phone. She was making fun of my conversation because I heard some in the background someone talking about my call and stating that I'm crazy. To be honest, I'm really hurt and I'm leaving Vodacom and perhaps my fortunes will change.

Here are my points of interest from the calls made to Vodacome.

1. Why when I have network issues, do I need to get 4-5 other people in my area/community to vouch for the problem ? 2. Why are there no troubleshooting question asked to established coming with a problem.? 3. Why are the team leader Silindile not offering to take my call when matter is being escalated but feels like send a junior to handle my query.? 4. Does it make sense for customers to never be offered a call backs or for agents not to show emphathy with a situation?

In my humble opinion, not that perhaps it matters but I think Vodacom should change its approach in dealing with it customer or perhaps higher management should try calling themselves in the contact centre to get first-hand experiance in the so called friendly service. Trust me, I'm leaving Vodacom and shall explore better customer journey and where I can feel valued as a paying and loyal customer.

Regards Siphosihle