NEVER USE VODOCOM ONLINE

Never use Vodacom online to do an upgrade! I had (and am still having) the most shocking and unacceptable service.

I upgraded via Vodacom online 3 weeks ago! I waited one week for the phone to be delivered - this delivery was also delayed because the phone was sent to the wrong address. This meant that there had to be a lengthy process to authorize the correct address, which took 3 days. This could have been avoided if it was sent to the address given to them when the upgrade was ordered. Once the phone finally arrived, I received the wrong color phone. Instead of receiving a white iphone 14, I received a blue iphone.

I tried to rectify this immediately by way of processing an exchange. It is the most frustrating activity getting in touch with Vodacom after sale. You are placed on hold for 30-45min only to get through to someone and then they hang up. I was also told multiple times by Vodacom after sale agents that my exchange was being processed and I never received any confirmation whatsoever.

Finally, yesterday my phone was due to be delivered. I authorized a third party collection upon delivery, however once the phone arrived Vodacom never authorized the third party collection and I could not receive the phone. Fast forward to being on hold multiple times and sorting out the authorization of the collection - I was told to collect the phone at RAM. Once I got there I opened the packaged to find that they sent the complete wrong phone. They sent a Samsung Galaxy instead of the white iphone!

I then spent an hour and 45min (before this I was on hold for 30min) on a call with Vodacom after sale and a manager there. We spoke in circles because Vodacom's communication is shocking and no member of their after sale team knows the correct process to process an exchange. After speaking for an hour I was put through to a Vodacom dealer who apparently is in charge of upgrades and any processing of a Vodacom order. After explaining the situation, she informed me that to process an exchange I needed to come into contact with the original sales/dealer agent (who processed my order 3 weeks ago) and that only that person had authorization to process an exchange. We tried to get in contact with her but the sales agent hung up. We phone again and spoke to another gentleman, explained the situation and asked him to put us in contact with the original agent. He then also hung up the phone.

At this point, I am paying for a phone I do not even have or which I cannot use. I was told that an agent would phone me this morning (this has been said multiple times over the course of two weeks), however no one has phoned me and I have not other option to phone Vodacom after sale get again, be placed on hold and probably still not get anywhere.

This is the worst service I have ever received. Vodacom has no respect for their clients or their time.