Must we worst call center in SA : Pathetic service Delivery

Dear Vodacom Fibre RE SR 180 ********** 34 /SN ALCLB1437AEA

On the 24th of August, Fibre was installed at my residence.

Your installation crew showed up 2 hours late for the appointment, you also could not complete the job the same day, but promised that a technician would be back by 8 the next morning (saturday), at 11am, 3 hours after the scheduled time, another technician arrives and says he is only here to do the splicing, the original technician will come back today.

He finishes the splicing, says he just needs to go somewhere, he will be back in about 15 minutes. He did not show until another 3 hours later and me tracking down his supervisor and demanding service delivery. So there goes my Saturday

While pathetic, this is not the reason for my compliant.

The service ran somewhat ok up until the 29th of August, speeds were good but the line was unstable, with about 60 seconds for the line to recover and reconnect, this by the way is great when trying to watch movies, well done !!

On the 29th, as per your own system, somebody from backoffice logged into the router and made some setting changes, and they *****ed it up. We have been fighting on the telephone twice a day from around the 30th of August for somebody to please correct.

This includes multiple escalations, an escalation means that a customer is upset, and you do everything in your power to correct the situation. Now how on earth is it possible, that after probably about 7 escalations, nobody from Vodacom has had the decency to call us, not one single attempt of contact. This is pathetic, your ops manager should be fired if this is how you run your call centers and treat your customers.

This morning, we managed to get hold of a senior manager, note we phoned you, AGAIN, and you now suspect that the problem is with the router, and you will replace it, meaning you will send somebody out.

Why is it that you have still not made contact with us, how is it that your standard level of service is to ignore a customer that has had multiple escalations, do you honestly not care about customer service at all ?

Another bone of contention, is I asked you call centre agent what your SLA (Service Level Agreement : sorry need to spell it out, because you obviously have no clue) is between supplier and client, how many days on average, does it take for you to respond to a call for a call to reach a resolution.

The answer : We have no SLA with you, so basically, you have no promise to your customer on service delivery, yet I am pretty sure that you will be running the debit order religiously.

I demand that somebody takes this complaint seriously and that this gets rectified within the next business day, or you can come and collect your hardware and shove your contract up your proverbial.

Leonard Zeiler