1 reviews | Active since Jul 2011
Menlyn Park Shopping Centre - Vodacom Service Level Complaint
Vodacom Technical Support Service
Synopsis: 15 December 2025 - Paid a visit to the Menlyn Park Technical Service Bar for assistance in setting up an email mailbox on my new VIVO 30 phone. The support assistant William, was unable to resolve the issue advising he'd reach out to a more senior technical support officer and call me the following week.
18 December 2025 - Having not received any feedback, I paid a second impromptu visit to the store, regrettably it was William’s day off. I left a message with the attending service technician requesting him to call me.
19 December 2025 - Paid a third visit to the store, William was in, asked why he didn’t call, didn’t have a response. Still unable to resolve the mailbox issue, William requested I bring the notebook in to align file server settings. We agreed for between 13:00 & 14:00. I specifically asked if that would be fine in consideration of lunch, he agreed it would not be a problem. I returned approximately 13:20, he was on lunch. The attending service technician called him, said he’ll just finish eating and return. I left the store at 14:05, he was still not back. As of now, no call back, no follow up, no apology, nothing.
Given to the quality of support service received, I turned to the web. Searching for "Vodacom Service Complaints" on how to lodge a formal complaint with Vodacom the AI overview advised to reach out to the call centre on 082135 however, these agents typically deal with billing, network, or contract issues. And whilst service is also listed, it doesn't cover this particular service issue experienced.
The customer care call centre agent suggested I send an email to ***. Having already tried, clearly the agent was not aware that service is no longer functional with the following response been received: "Dear Valued Customer, this service has been moved to our TOBI support channels" i.e. Mobile App, Web, WhatsApp and SMS. Gauging from the unhelpful responses TOBI delivered, as with the customer call centre, both evidently appear unable to handle nor satisfactorily direct service complaints.
The agent then suggested paying the Menlyn Park Vodacom shop yet a further visit to lodge the complaint in person with the store manager.
It seems Vodacom is not willing to engage in supporting complaint issues and resolutions, nor providing any kind of assistance of merit in these matters, opting to instead retain an arm's length approach.
It poses the question, just how seriously does Vodacom take its commitment to supporting its alleged commitment to "Valued Customers".
The ask is for Vodacom to provide a constructive means, a constructive channel other than just a BOT or a customer care call centre which are both ill equipped in providing the commensurate support needed when it comes to logging complaint issues and providing functional resolutions.
Thank you.
Thank you for the reply on 21 January 2026 in that contact was made and feedback provided albeit the feedback was underwhelming.
The good news is that instead of waiting for the time it took to receive a response, I managed to resolve the challenge by myself.
The relevant department i.e. the service technician from the Vodacom Store in Menlyn Park did contact me earlier today. The response was unapologetic, merely to enquire whether the challenge was resolved.
Noteworthy, whilst Vodacom initially responded to the Hellopeter complaint logged 23 December 2025 the next day, it took a further 27 days to receive a response from the store itself.
Shortly afterwards, Vodacom called to affirm the contact asserting the necessary steps will be taken regarding the quality of service experienced.
During the call with the service technician, I voiced my clear and concise dissatisfaction with the entire experience, including the tardy response hoping to never again have to rely on the Menlyn Park Technical Service Bar for any form of assistance whatsoever. Disappointingly, the view is the technical staff have the tendency to ignore waiting customers favouring discussions among themselves and their colleagues and focussing on their terminals instead.
The impression one gets is that they believe they are doing customers a favour and duly we should be patient and accepting until such time as they deem to be ready to attend.
By nature I remain optimistic however, given to reality regrettably chances are the level and quality of technical service provided by the store will not improve markedly as it should.
Thank you.
Thank you for the reply on 21 January 2026 in that contact was made and feedback provided albeit the feedback was underwhelming.
The good news is that instead of waiting for the time it took to receive a response, I managed to resolve the challenge by myself.
The relevant department i.e. the service technician from the Vodacom Store in Menlyn Park did contact me earlier today. The response was unapologetic, merely to enquire whether the challenge was resolved.
Noteworthy, whilst Vodacom initially responded to the Hellopeter complaint logged 23 December 2025 the next day, it took a further 27 days to receive a response from the store itself.
Shortly afterwards, Vodacom called to affirm the contact asserting the necessary steps will be taken regarding the quality of service experienced.
During the call with the service technician, I voiced my clear and concise dissatisfaction with the entire experience, including the tardy response hoping to never again have to rely on the Menlyn Park Technical Service Bar for any form of assistance whatsoever. Disappointingly, the view is the technical staff have the tendency to ignore waiting customers favouring discussions among themselves and their colleagues and focussing on their terminals instead.
The impression one gets is that they believe they are doing customers a favour and duly we should be patient and accepting until such time as they deem to be ready to attend.
By nature I remain optimistic however, given to reality regrettably chances are the level and quality of technical service provided by the store will not improve markedly as it should.
Thank you.