Hellopeter
Share Your Experience
CA
Craig A

1 reviews | Active since Jan 2018

26 Jan 2018, 15:21

Inability to provide feedback on upgrade

Called on 12 - 01 - 2018 to check on whether I could upgrade to a specific package.

Was told that I could and that the upgrade had been authorized. I received the upgrade confirmation email and was told that there would be a delay as there was no stock.

This is something I can accept.

However I have since called the upgrades line on four occasions:

1. First to get the consultant to send the confirmation email 2. To get an update on the order.

None of the consultants have been able to provide any info other than "there is no stock"

All I want is a reasonable answer as to when the stock may arrive and when I could expect delivery.

Please assist, loyal customer for nearly a decade...

0
Replies (3)
Vodacom
Vodacom's reply26 Jan 2018, 16:08
Official

Dear Customer,

Thank you for making us aware of your complaint.

Kindly be advised that a consultant will make contact with you in due course to assist with your query.

***Please note*** Beware of phishing ****s.

Vodacom will not contact you via Whatsapp to request your personal details.

Regards,
Vodacom Consumer Website Team

Vodacom
Vodacom's reply28 Jan 2018, 12:39
Official

Good day Craig,

As per our telephonic discussion, this query has been resolved.

Hope your mom enjoys her new device.

Please accept our apologies for any inconvenience caused.

You may review your rating on the Hellopeter website.

Regards,

Lucian

CA
Craig A's update12 Feb 2018, 10:00
Reviewer Update
Good Day, 1. I have received a response and I got the desired upgrade. 2. I am happy with the quality of the devices. 3. I am happy with the service i received from Cellucity to resolve an issue that was not theirs to resolve. However: 1. Instead of being put on the Smart XS contract I wanted I have been put on a top up contract. 2. I was supposed to receive a second SIM with the second phone in the bundle. I received the SIM however to date it has not worked. 3. My initial query was investigated and resolved by a Vodacom FRANCHISE not directly by the organization or their agents. 4. I ran around Canal walk for an hour trying to get someone to assist me when the call centre agent "Lucian" failed to call my back once my query had been escalated. 5. I have just upgraded my wife's contract and still there are unresolved issues. 6. I have not received the second SIM associated with my wife's upgrade. 7. After calling Vodacom upgrades call centre for a resolution I am still waiting for an email that was supposed to confirm my query. 8. Is there anyone at Vodacom that can actually get an order right? A response would be appreciated!!!