I'm losing faith in Vodacom - and I'm not even a customer yet

<p>My experience with Vodacom since Sunday has been horrible. And I'm not even a customer yet. </p> <p>In an attempt to simplify life, I thought that following the online application process to get a new contract with Vodacom seeing as I'm leaving my current provider. The online application promised that I would be contacted in 24 hours to get the contract started because it's a new contract. So I wait. 24 hours later, however, I still didn't get any calls. So I called the online application number I was given when I logged and got told that there's no record of the online application I started. </p> <p> </p> <p>Okay, so sometimes systems ***** up a bit, so I let it slide and had the lady I spoke to at the time help me start the process all over via phone. Once she was done, I was told that I would be contacted within 24 to 48 hours by their "verifications team" to do verification of some sort and they would then dispatch the phone to me at that point. Nice. And so I waited.</p> <p> </p> <p>48 hours later I find myself sitting in the Vodacom Discovery branch trying to get the poor guy in front of me to help because I've still NOT BEEN CONTACTED by Vodacom’s verifications team. Let me just say, the guy who helped me here was awesome - he was friendly and sympathetic and tried everything in his power to help me, even though there wasn't much he could do considering that the verifications team (!) is the only ones that has access to the phase that the application was sitting in. We (between the helpful guy and myself) managed to get through to someone who was, quite frankly, rude. She stated it's because I need to provide documents (payslips and such) but, as I said to her, this is all fine and well, but I was never told to give this to them – and if I was told to, I’d have provided these documents long ago. I then went through to the online application centre again (because “they’re the only ones who can escalate this”) and the lady I spoke to there was really helpful, said she couldn’t see any documents outstanding on her side but, once again, couldn't access the system that only the “verifications team” had access to. She did, however, ESCALATE the issue to this team and said I would be contacted within 2 hours now that it's escalated and apologised profusely for my bad experience.</p> <p> </p> <p>Well, Vodacom, it's been 22 hours, I've not been contacted. Seriously, guys? This is the fifth day since I started the online application process on your website. Do you want business or not?</p> <p> </p> <p>May I just point out that my issue is with what you call your verifications team. Everyone else I’ve dealt with so far have been very friendly and helpful (aside from one rude lady). Don’t you think it’s time to review your verifications team’s performance and make some changes?</p> <p><br /> </p> <p>My experience with Vodacom since Sunday has been dismal – and I’m not even a client yet. I thought that doing an online application would be easier, faster, pain-free. Boy, was I ever wrong. To make a long story short, I’ll summarise:</p> <p>· The online application on the website could only take me so far because this is a new contract. It did, however, notify me that I will be contacted in 24 hours to continue the process and gave me a reference number.</p> <p>· 24 hours came and went without any contact.</p> <p>· Because the timeframe passed, I contacted the number provided in the notification I received and got told that they have no record of my online application/query. The lady I spoke to, however, helped set up the application over the phone and told me that the verifications team will contact me in 24 – 48 hours to verify me and then dispatch my device.</p> <p>· 48 hours passed without any contact from the verifications team.</p> <p>· After 48 hours I visited the Vodacom Discovery branch where the guy I spoke to was amazing – he tried everything in his power to help me.</p> <p>· Together with the Vodacom Discovery guy, we EVENTUALLY got someone to escalate to the verification team. I was told by the lady (who apologised profusely for the service I’ve received so far) that the verification would now contact me within 1 – 2 hours because of the escalation.</p> <p>· It’s been 24 hours since. Still nothing.</p> <p> </p> <p>Seriously, guys? This is the fifth day since I started the online application process on your website. Do you want business or not?</p> <p> </p> <p>-> May I just point out that my issue is with what you call your verifications team. Everyone else I’ve dealt with so far have been very helpful.</p>