Online sales lies

Dear Vodacom. I eagerly await your response on the matter at hand.

Regards

Cohen Daniel Axford

Dear RoderiqueLategan

I have still not heard anything from anyone as yet. I appreciate the help and await feedback urgently.

Regards

Cohen Daniel Axford

Still awaiting feedback as promised. ....

A lady from the online sales team called me on the morning of 30th and advised that she will be processing my upgrade so I agreed and told her to call back in 5min as i needed to make sure someone was going to be at home for the delivery. She never called backl. However a very polite professional lady called Tracy from the Admin dpartment called an 1hr later advised that she is working in getting this deal sorted for me and due to stock issues there will be a slight delay. I was fine with that and she advised that she will update me on Friday the 02/12/2016. Awaiting further update....

I truely do not understand how Vodacom can treat a long exsisting customer in this way. First I get a call saying that they want to process the upgrade... then i get told there is no stock and i need to wait till this week. Today when I emailed for feedback i get this email saying it cannot be done and this comes from management.

Attached is the email conversation between Tracy from the Admin department at Vodacom and myself. This matter is getting out of hand and I feel that I need to take further action with the Ombudsman.

Cohen Daniel Axford ********** />Nov 30 (6 days ago)

to vadmin
Hi Tracy

Thank you so much for the delightful informative call earlier. I really hope and pray that I can get my Sony X and free ultra soon as promised.

I have been trying to get intouch with the polite agent that called me earlier on to process the upgrade however I cannot seem to fine her in the online team.

Is it possible for you to please find out who called me and inform them that I am awaiting there call back to process my deal and that I have made arrangements for the delivery.

I don't remember the name of the agent but just that she is in the online team.

Thank you so much for your help Tracy.

Really appreciate all your efforts.

Kind regards
Cohen Axford
Call me on **********

Upgrade number is **********

Vadmin ********** />Nov 30 (6 days ago)

to me
Hi Cohen

There is no stock of the E5 and I cannot seem to find recording of the agent that contacted you, however once I receive feedback from the relevant department I will provide feedback to process your upgrade.

Kind Regards,
Tracy

Cohen Daniel Axford ********** />Nov 30 (6 days ago)

to Vadmin
Hi Tracy

It's totally ok. Apparently I signed up for the sony x and x ultra. I will gladly take that deal if someone can call me to finalise today.

Thanks for the help.

Regards

Vadmin ********** />Nov 30 (6 days ago)

to me
Hi Cohen

As per telecom these deal are expired and has been escalated, once I receive feedback I will revert back to you.

Cohen Daniel Axford ********** />Nov 30 (6 days ago)

to Vadmin
Awaiting your response as promised. Thank you

Cohen Daniel Axford ********** />Nov 30 (6 days ago)

to Vadmin
Thanks again

Sorry for all the emails. I will wait to hear from you. I would like the deal that I enquired about initially being the xperia x and ultra x. Thanks a lot.

Regards

Cohen Axford ********** />Dec 2 (4 days ago)

to Vadmin
Hi Tracy

Hope you are well. As per our call the other day I am awaiting your feedback today regarding the sony stock for upgrading my contract. I look forward to hearing from you today.

Regards

Vadmin ********** />Dec 2 (4 days ago)

to me
Good Day Cohen

I haven’t received feedback to date from the relevant department.

Cohen Daniel Axford ********** />7:59 AM (4 hours ago)

to Vadmin
Hi Tracy

Do you have any feedback for me as yet?

Regards

Vadmin ********** />8:39 AM (3 hours ago)

to me
Good Morning

Unfortunately we do not have stock of the devices as this was a promotion and only 80 units were available. The promotion is now over and the deal cannot be opened.

Cohen Daniel Axford ********** />9:12 AM (2 hours ago)

to Vadmin
Hi Tracy

As per our previous contact you advised that you will Honour the deal. I submitted an online admission to upgrade on that Friday morning.

It is not fair or just to advertise something and the customer cannot even get through to the sale or customer care team.

I await your response.

Vadmin ********** />9:55 AM (2 hours ago)

to me
Good Day

I did advise you that it was escalated and if we get the stock then we can honor it. The promotion is over and there is no stock of the device so we cannot honor a the deal. kindly be advised there were thousands of clients calling in and of which we needed to contact however the deals were advertised while stocks last.

Cohen Daniel Axford ********** />11:18 AM (48 minutes ago)

to Vadmin
Hi Tracy

You advised me on call that you will be getting stock from the supplier this week and you will honour the deal. You did not mention that if the supplier does not have stock you won't honour the deal at all. You advised of a slight delay. I suggest you listen to your call.

If you cannot honour the deal with that handset in question then I suggest you escalate the matter higher and get the deal honoured with a two similar value handsets.

I understand that this is not your fault about the stock but you must see this situation from my point of view. I placed my upgrade a long time ago while stock was still on hand.

I know this because you guys only removed the deal from the website on monday midday and left the other deals online. Which means you did have stock till that point.

I signed up for my upgrade in friday as I indicated before.

Awaiting your response

Cohen D Axford

Vadmin ********** />11:34 AM (32 minutes ago)

to me
Good Day

Kindly be advised this was escalated to management and the feedback was we are unable to assist with the deal as it was a promotional item and we have no stock available.

Kind Regards.

Cohen Daniel Axford ********** />11:43 AM (21 minutes ago)

to Vadmin
Thank you for the last email. I will be escalating the matter to the ombudsman.

I have been trying to get a hold of someone in high level management to sort my upgrade out but have been getting no joy from anyone.

I placed an order to upgrade my contract to the sony X deal that you guys had on the 25/11/2016. as seen below:

Hello Cohen,


We have received your request for an upgrade deal and your reference number is X2JXDQ


A Call Centre agent will contact you within 24 hours to complete your new deal request.


If you don't hear from us within the next 24 hours, please call ********** 4, FREE from a Vodacom cellphone.


The Vodacom Online team
Vodacom

典his e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom. co.za/tc/default.html "

I tried to contact the call center after as well but could get through to anyone at all. The call constantly dropped and I could not understand what was going on. I tried everything including , going to the mall to ask the Vodacom shop to do the upgrade. They advised that its an online deal and I have to do it online.

Eventually Monday morning around 09:30 Natasha from Sales Call center ( Durban ) called to process the upgrade on that deal. whilst PROCESSING the upgrade on the phone with her , I realised i needed to confirm with my wife that she will be able to take delivery on friday or monday ( as she works in the hospital ). I told the lady to call me back in 5mins so I can confirm. She agreed and we ended the call. She never called back.

I tried calling back on numerous occasions but still could not get through to Natasha.

Midday on that day I recieved a call from Tracy from the Admin Department saying that she is calling in regards to my complaint. She advised that Vodacom will honor the deal and that she is just awaiting stock feedback from the supplier.

Emails are as follows :

______________________________ ______________________________ ______________________________ ______________________

I tried calling back on numerous occasions but still could not get through to Natasha.

Hi Tracy

Thank you so much for the delightful informative call earlier. I really hope and pray that I can get my Sony X and free ultra soon as promised.

I have been trying to get intouch with the polite agent that called me earlier on to process the upgrade however I cannot seem to fine her in the online team.

Is it possible for you to please find out who called me and inform them that I am awaiting there call back to process my deal and that I have made arrangements for the delivery.

I don't remember the name of the agent but just that she is in the online team.

Thank you so much for your help Tracy.

Really appreciate all your efforts.

Kind regards
Cohen Axford
Call me on **********

Upgrade number is **********




Reply

Forward

Vadmin ********** />Nov 30 (8 days ago)

____________________________________________________________

Further to all the above emails

Further to that, yesterday a lady from the admin department contacted me via email :

______________________________ ______________________________ ______________________________ ______________________

Good Day Cohen

Kindly be advised the below is merely a call back service that we provide customers with ,it does not guarantee a client their upgrade or newline application as this is not an application on the system ,it just places you in a queue to have a consultant to contact you back to assist you.

Kind Regards.
Deresheni

------ Original Message ------
From: "Cohen Axford" ********** />To: "Vadmin" ********** />Sent: 12/7/2016 4:06:17 PM
Subject: Fwd: Vodacom Upgrade Request

Hi Tracy

I was going through my emails and found my correspondence for upgrading.

Please see below and forward this to your management to re-think this situation.

Awaiting your response.

Regards
Cohen Axford
---------- Forwarded message ----------
From: Vodacom ********** />Date: Friday, November 25, 2016
Subject: Vodacom Upgrade Request
To: **********

Hello Cohen,


We have received your request for an upgrade deal and your reference number is X2JXDQ


A Call Centre agent will contact you within 24 hours to complete your new deal request.


If you don't hear from us within the next 24 hours, please call ********** 4, FREE from a Vodacom cellphone.


The Vodacom Online team
Vodacom

典his e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom.c o.za/tc/default.html "

Reply

Forward

Cohen Daniel Axford ********** />5:07 PM (16 hours ago)

to Vadmin

Hi Deresheni

Please note that I have tried calling as the email stated but couldn't get through to the call centre.

This is really not the way a loyal Vodacom customer should be treated. I did everything I could do from my side to do my upgrade but that still wasn't enough.

I am extremely upset and disheartened with all these responses.

Can you please get a Manager or General Manager to call me directly to explain how you guys can do this.

Regards

______________________________ ______________________________ ______________________________ ______________________

Today I get a Call from Brandon ( Supervisor at Vodacom Sale Team Durban ) who advised that the deal is over and there is nothing he can do. I told him about the call I got on monday about upgrading the contract I could not understand however someone was doing it on monday when he said they had no stock on friday. He paused and advised that he will call me back.

Surprise surprise , Natasha from the Sales team contacted me a few min later giving another excuse as to why she did not call me back.

She then put he "Manager" on the line - ( Len - Sale Supervisor Durban ) who raised his voice at me talking about terms and conditions on the website. He said deal and stock was finished by the saturday. I advised him that I sent the upgrade request on Friday and could not get through to the call center plus Natasha ( sales agent ) called me on Monday to process upgrade so how can it be that the deal was done on Saturday when she contacted me on Monday and began processing the upgrade.

LEN advised that he cannot comment and wants to look further into the situation. He advised that he will get back to me with 5 days which I think is too long considering the situation. However I agreed and now await Vodacoms response.

The Call From LEN was 5 days ago. I had to repost this note because it did not upload the first time.

NO RESPONSE yet ??????