Online upgrade -and "Bob"

I wanted to upgrade my phone. Simple, go into a walk in center or do it online. So i decided lets do it online, should be a lot faster and I'm a fan of online. WRONG CHOICE!! I decided what i wanted, went through verification and opted for insurance. It gave me the total amount. It then advised I will be contacted shortly. No confirmation my request was successful BTW 5 hours later a consultant called me. Didn't get his name he said it so quickly.- lets call him "Bob"

I pretty much had to go through everything with Bob again and then at the end was told that I need to call to activate my own insurance he will not be doing it. And he blurted out a number. I then asked why would it give me the option online if you are not doing it. He rep**** back in a very annoyed voice " I (Bob) am sales, they are insurance, I don't deal with that, you need to call them. The online prompt said you would be called with assistance, and I'm assisting you by giving you their number" ,.

So lets break this down Vodacom. You have an online app to book phone upgrades. It technically doesn't work., because all I am really doing is asking someone to call me back (someone like Bob). I don't see the point in having to go through all that trouble online to pretty much do it again. Then you select insurance option which it has right there, only to be told that BTW "its a joke" you actually have to do it yourself and we wasted your time and that button is only so we look like we are efficient.

So your version of customer service is letting someone do something online, wiping that clean, getting an arrogant fool (Bob) to call your customers, (the guy sounded like he couldn't wait to be done with me and got aggressive when he was asked questions,) I think he needs a new job. Maybe something that has no relation to human contact because that is not his strength. I honestly felt like I (the customer) was interrupting his important game of Candy crush.

So what is the point ? Why do you have an online option ? I mean I'd much rather open mouth kiss a cactus than speak to that man again. I almost told him that I wanted to cancel my application. That's how bad it was.

I have always promoted Vodacom and my experiences have never been bad, I always enjoyed the service I received. Well well done "Bob" you lived up to the reputation i hear so much about.