No Client satisfaction

I actually only need to click on a star to go on with my review. I think that no star should even be linked to Vodacom after my ordeal just to speak to someone, (no managers are allowed to take calls,) or even answer on my emails. this is a long story. I have just send anither email in the hope of making "contact" at long last with Vodacom, if not, just maybe they will respond on this and also start to record this.

ceo@vodacom 17/02 Good day

Please see my email that was send 05/02 to companysecretary. Please, don’t just read it, I still want answers and replies on the questions asked regarding the rudeness and mediocre call centre agents. I still have not received an answer regarding my email.

You really have no client services and I am really worried about your service levels. It seems that everybody just cannot understand what I am saying? Really, really frustrating.

I had to be the least and tried to make contact with Vodacom again, as it seems this is a one way relationship.

I phoned *** this morning at 08:57 to try and resolve my problem. After 12:54 minutes I could only speak to Tandiwe to try and solve my problem. The total call took 35 minutes and now it seems I must make another call as the billing statement that was send, does not reflect the data Wifi Rooter? Again it is a slip regarding your client service standards.

I had some hard words initially with the person that answered, it seems that she does not understand that If you try to make contact with a company you are agitated and then she tells me, me calls/queries were or not recorded. How can that be possible? I gave them, and they saw, my cell phone nr, I gave them my ID nr and it is not recorded, not even once. That is shocking!

In my conversation with Tandiwe, she made my aware that I have recorded the Data Wifi rooter nr wrong, It should read ***. I have changed the 9 and 8 around. I was told that I have used up all my Data for February. I asked her when does the new cycle for Data starts and she confirmed the 1st of every month. That was a Saturday. The following Monday my Data was already used up? I the asked for a statement that shows the time and more detail regarding the data being used in 2 ½ days. Tandiwe said it will cost me R 10 for the billing statement. I said that it is fine, bill me R 10, but send me the statement.

Please see the statement, *** does not form part of the bill? Just another Example of Vodacom’s ability to sort out an already angry customer query.

Please, waive the R 10 charged for the itemised statement. I never requested a statement on my cell phone but instead on my Wifi rooter.

Would you be so kind to assist in an itemised billing statement on ***, for February so that I can see what happened in those 2 ½ days with my data.

I did try to speak to the CEO’s office this morning as apparently no one I talked to could understand my frustration and the fact that something is not correct, from my side.

If this is not sorted, with the next email, I will be forced to only work with the CEO’s office. I also want to see why my previous conversations with Vodacom are not recorded on Vodacom’s system.

Thank you Have a great week

10/02 complaints@vodacom Good day

Please see my email that was send 05/02 to companysecretary. Please, don’t just read it, I still want answers and replies on the questions asked regarding the rudeness and mediocre call centre agents. I still have not received an answer regarding my email.

You really have no client services and I am really worried about your service levels. It seems that everybody just cannot understand what I am saying? Really, really frustrating.

I had to be the least and tried to make contact with Vodacom again, as it seems this is a one way relationship.

I phoned *** this morning at 08:57 to try and resolve my problem. After 12:54 minutes I could only speak to Tandiwe to try and solve my problem. The total call took 35 minutes and now it seems I must make another call as the billing statement that was send, does not reflect the data Wifi Rooter? Again it is a slip regarding your client service standards.

I had some hard words initially with the person that answered, it seems that she does not understand that If you try to make contact with a company you are agitated and then she tells me, me calls/queries were or not recorded. How can that be possible? I gave them, and they saw, my cell phone nr, I gave them my ID nr and it is not recorded, not even once. That is shocking!

In my conversation with Tandiwe, she made my aware that I have recorded the Data Wifi rooter nr wrong, It should read ***. I have changed the 9 and 8 around. I was told that I have used up all my Data for February. I asked her when does the new cycle for Data starts and she confirmed the 1st of every month. That was a Saturday. The following Monday my Data was already used up? I the asked for a statement that shows the time and more detail regarding the data being used in 2 ½ days. Tandiwe said it will cost me R 10 for the billing statement. I said that it is fine, bill me R 10, but send me the statement.

Please see the statement, *** does not form part of the bill? Just another Example of Vodacom’s ability to sort out an already angry customer query.

Please, waive the R 10 charged for the itemised statement. I never requested a statement on my cell phone but instead on my Wifi rooter.

Would you be so kind to assist in an itemised billing statement on ***, for February so that I can see what happened in those 2 ½ days with my data.

I did try to speak to the CEO’s office this morning as apparently no one I talked to could understand my frustration and the fact that something is not correct, from my side.

If this is not sorted, with the next email, I will be forced to only work with the CEO’s office. I also want to see why my previous conversations with Vodacom are not recorded on Vodacom’s system.

Thank you Have a great week

05/02 companysecretary@vodacom Good morning

This is a very sad day for me with Vodacom. Your whole setup is suppose to be client service based, and yet is seems impossible to speak to someone that can help me with a Mickey mouse query. It is realy sad that I have to send an email to you with such a small query.

3/02 16:33 I phoned *** and pressed 2 for queries. The agent answered, and I asked her “how are you”, she then said her name and asked what my query was, I asked her again, “how are you”, she again said her name and asked my what my query was. I again asked her, “how are you”, she then again said her name and asked what my query was and then added, If I do not have a query I am going to put the phone down and she also gave me another nr to call, do not know why another nr. Was given to me. I was stunned, what the hell just happened? Am I not the client, am I not the reason that this agent gets paid every month and I am trying to be the nice one, should it not be the other way around?

After a few minutes I phoned in again,16:38, and asked to speak to a manager to report the agent. I then spoke to a teamleader. I told her what happened and also asked her that I want her to communicate to me what is going to happened to that agent. I did not want to speak an agent anymore regarding my query, and told the team leader my problem.

I have a Wi-Fi rooter that works on ***(Should be ***). I gave her the last 2 nr’s, to make it quick and easy as I was behind my car’s wheel again, and then she said that I do not have a sim card with that last to digits, linked to a Wi-Fi Rooter in my name. I told her that the rooter links to my cell phone and Computer, but it seems that there is no Data on it? It worked till 17:30 Monday 03/02, on my way to PTA.

The Vodacom signal is not great on the N1 from PTA to Limpopo. The Team leader had to phone me back and while I was giving her the complete cell phone nr, the line went dead again. The team leader knows that I still sit with a problem, and till now she has not phoned me back? This just cannot be client service from the biggest cell phone Company in SA. Again, what just happened.

I am on the road a lot. Just Monday I was 8 ½ hours behind the steering wheel of my car and inbetween I also had to see clients. I do not have the time to phone Vodacom all the time when I am there client and they know I have a problem.

This is not where it ends.

This morning 04/02, I phoned Vodacom again on *** and again used option 2 for queries.

This time I said I want to speak to a Manager and not an agent or a Team leader as they clearly do not understand the concept of Client service. I was told that the Managers do not take calls. How will they then know what is happening if I am not allowed to speak to them, especially after my experience of the previous day? I also know that nothing happened to the agent that put the phone down in my ear because the Team leader did not even phone me back and I know she will not respond to my request that I want to know what is going to happen to the agent. I then asked the agent for a nr of Vodacom Head Office. I was given the nr ***.

I phoned that nr the 1st time at 09:37. I told the lady that answered, that I want to speak to a manager and not an agent or a Team leader. I was put through and waited on the line for almost 5 minutes when the system told me that I had to call again and the line went dead. This is impossible for a company that makes a living from cell phones, I could not believe it.

09:42, I phoned the nr again and told the operator that I am Vodacom’s client, Vodacom is not my client. I’ve got a problem and I need a manager to phone me back. I gave her my name, ID and cell phone nr. I was also put through to a “manager”, I think. Needless to say, after about 3 minutes the line went dead again. I had to ask myself again, what did just happen? Needless to say, it is now 20:00 and still no call from Vodacom. This type of client service, is really pathetic.

Would you be so kind to please, get a manager to contact me regarding my Wi-Fi Rooter that is apparently not link to me, and also confirmed what steps are taken towards the agent and team leader of Tuesday and the operator of this morning.

I know that Vumatel has on their charts to put in Viber cables in Tzaneen, and I must say that I am definitely thinking of cancelling both my Wi-Fi Rooters because of this bad experience.

I rust that you will find this in order and that you also feel my frustration towards your company.

Thank you Have a great week