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Cobus B

1 reviews | Active since Aug 2018

01 Jul 2021, 16:38

Ongoing Vodacom problems - 3 years now

I posted a review. Vodacom answered. Then I rep**** in private mode. Never heard back from them again. Anyone else have this experience?

Since I can only seem to expect a reply to a public post about how terrible Vodacom's service is, allow me to do so. Your previous private message said: "Please be advised our technician advised that the call quality has improved after visiting you and doing some updates. We do apologize for the inconvenienced caused. Kind Regards. Vodacom Network Department."

My reply was that this is factually incorrect, because the technician identified a problem and told me that the solution is to set my phone to use the more stable 3G network. This seriously degrades my data access. If I have to use such an outdated network, why can't Vodacom reduce my monthly bill to reflect that they are unable to deliver the advertised service? I do not know the answer to this, but I would really appreciate an answer that reflects how deeply sorry they truly are in this matter and reduce my subs to reflect that.

I am once again naively clinging to the hope that public opinion and statistics about replying to issues matters less than the actual customer paying the bills!

0
Replies (3)
Vodacom
Vodacom's reply02 Jul 2021, 07:21
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 

Best regards,

Vodacom
Vodacom's reply02 Jul 2021, 10:34
Official
Dear Customer, Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. Our records indicate that feedback was previously provided, the feedback remains unchanged. Your query has now been resolved. Regards Consumer Website Team

Best regards,

CB
Cobus B's update05 Jul 2021, 11:33
Reviewer Update
Let me start off by stating: My query has NOT been resolved. It has however been ignored and side-stepped and somehow you construed that generic uninformative sms's answered my query in a manner that is required in terms of good consumer relations under the act.

Your private reply is as follows:
"Dear Customer, Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. Our records indicate that feedback was previously provided, the feedback remains unchanged. Your query has now been resolved. Regards"

Please correct me if I got the gist of this wrong. As I understand it, you are telling me that you don't care that your network is not fully functional in my area and you are not going to improve the service? Furthermore you have insinuated it only once and you are not going to provide me with detailed feedback which confirms this in writing? And lastly you are also unwilling to decrease my contract fees due to the poor performance of your network in the area I most use it.

I would appreciate your candid and detailed feedback since this matter has been unresolved for 3 years.

Further failure to contact me in writing in this regard in the next 48 hours will result in a complaint with the Consumer Protector.

Regards