no level of care

<p>I ordered a phone during black friday for the first time online. and was promised it would be delivered by the wednesday and was only delivered the thursday. When the phone arrived it came with the wrong simcard (i would think they know what simcard is suitable for which phone pre-hand). i went to the live chat facility and chatted to Lindokuhle who left the chat without even talking to me and then went back to chat to Lynette who seemed like she knew what she was talking about and advised that i go to the store and purchase a new simcard and forward them an invoice to reimburse me for having to pay. i went to the store to be told that vodacom online and the direct store are two different entities and this will need to be again taken up with vodacom online and this is after i had to take time out of work to physically go to the store to have this sorted. They keep asking me to contact various departments.</p> <p> </p> <p>Hi thandokazi boqo. Welcome to Vodacom's Online Chat.</p> <p>Nkululeko, a Chat_Deals consultant, has joined the conversation.</p> <p>Nkululeko: Good day how may i assist you?</p> <p>thandokazi boqo: Please note i am recording this chat, as a part of a complaint i would like to make about your online service.</p> <p>thandokazi boqo: I spoke to lynette this morning and made her ware that my iphone was delivered with the wrong side simcard, she advised me to go to the shop and buy a new one however failed to advise that i cannot do this on a contract sim and when i went to the shop they told me that you guys need to send me another sim card. Please advise on what the process is and please stop giving me the run around?</p> <p>Nkululeko: I do apologies for that . kindly hold the line i need to escalate this with my manger so i can give you a full response kindly hold.</p> <p>thandokazi boqo: Thank you</p> <p>Nkululeko: Thank you for holding, I just spoke to my manger he advice me to tell you to contact ********** than they will assist you and send you a new sim card.</p> <p>thandokazi boqo: Why do i need to call them? i thought the service is supposed to be an online service?</p> <p>Nkululeko: That is after sales department they deal with such issue, I do apologies for inconvenient course but in order to solve this query in had and for you to receive a new sim card kindly contact them ********** .</p> <p>thandokazi boqo: why would the phone come with the wrong simcard in the first place?</p> <p>Nkululeko: I am not sure it was a mistake and i do apologies on behalf of the company people make mistake as much as it is not yours so i kindly beg you to contact after sales department so we can have this mistake rectified.</p> <p>thandokazi boqo: i understand that you are only trying to help however please understand that i am potential customer and feel that my needs are not being address at this point. when i ordered this phone i did not know that it would be such a hassle or else i would have gone to the store and did it there. the point of online is for convenience and now you are asking me to call someone else where as i am speaking to you. i do not think this is fair and i am already logging this with hello-peter as it is unacceptable that you guys treat your potential and even existing customers this way. its ridiculous...</p> <p>Nkululeko: I do understand your frustration but online we only deal with sales and upgrade and there is absolutely nothing i can do to assist you with delivery of a new sim card i do apologies for that, the only thing i can do is to have your contact details and transfer your call to ********** .</p>