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CW
Chantelle W

1 reviews | Active since Feb 2018

04 May 2021, 15:54

Most *********** service and no feedback

People please be aware of Vodacom Fibre they are the most *********** service provider I have ever had to deal with.

After our struggle with getting our installation started and finished. After numerous excuses, from the service providers car being broken twice therefore they couldnt commit to appointment and vodacom not paying the service provider (according to the provider that contacted me) they cannot finish my installation. Btw this took 4 months

Now my installation is finished but guess what no fibre. I have confirmed with the the fibre provider that my area is indeed live and was for the last month it also shows this on their website. Yet Vodacom tells me again today that my area is not live.

My ticket on the 06/04/2021 was conveniently closed on the 13/04/2021 as our area was not live according to them yet the fibre provider confirms that our area has been life before the 06/04/2021.

Yolanda was supposed to call me back to inform on the stance of the problem with the fibre since the 06/04/2021 guess what - no call back from her. All we do is log service requests that does not get answered or remedied. I think they only log it for the sake of it. There is no complaints department who can be contacted according to their call centre agents. So now I ask you what company does not have a complaints department according to SA Consumer law the consumer has the right to transparency with regards to a service and/or a product and the right to complain if not rendered. Vodacom has neglected to provide this. So how are they even still conducting business.

I have logged so many tickets not one has been resolved or feedback given to. If I haven't called today I would not have known that my ticket was closed and would have waited endlessly for service

0
Replies (5)
Vodacom
Vodacom's reply05 May 2021, 07:00
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 
CW
Chantelle W's update05 May 2021, 08:06
Reviewer Update
It doesn't help you refer a consultant to call me as they are not able to assist with anything as said above. They can only generate new tickets and us as customers wait for feedback that we don't ever get till you close the service request again. Please stop sending customers these computer generated responses and start owning up to your responsibilities towards your customers and get a service manager to call me with feedback and what the problem is
CW
Chantelle W's update06 May 2021, 12:09
Reviewer Update
Good day,

How long will it still take you guys to give answers to the following simple questions as to.

1. Why is my ont still down?
2. When will this be sorted out?

Since you private reply to investigate this matter I have not received any feedback via SMS, call nor e-mail with regards to progress. I would expect vodacom to attend to my query as a matter of urgency as my query have not been attended to for over a month now.
CW
Chantelle W's update10 May 2021, 08:48
Reviewer Update
Still no feedback to date. Only a call requesting the same details again that I have supp**** them with before. The consultant was unable to give me any answers as he does not have any of it on his system according to him. I clearly asked vodacom to connect me with someone that can give me feedback then they get a call centre agent to call me who cannot assist me. There seem to be no chain of structure within the fibre team or they just employed people with no experience within this field cause us as customers seems to be stuck in one place the whole time
CW
Chantelle W's update13 May 2021, 10:37
Reviewer Update
This is utter nonsense after numerous complaints and logging several service requests that just get closed one after the other I'm still at square one. Yesterday technicians came out checked the line and told me that there is a problem on the line but they cannot fix this as another technician have to do this. They will log it and he will attend to it within an hour this was 14h00 yesterday since then no one has returned. I'm still waiting. How does one conduct business like this the least if you can't keep to a appointment call the customer and reschedule.

Now I call vodacom then they tell me I need to log another service request what nonsense. my initial request was not resolved so how do you close it? The call centre agent nor his team leader can tell me why it's closed.

This is now beyond frustrating. I will now be reporting this to icasa as I feel I have exhausted all measures in trying to get service and not getting anywhere. I have given vodacom sufficient time since 6 April to have dealt with the matter.