Online Upgrade costs business losses and delaying program for unemployed

<p>Dear Vodacom</p> <p> </p> <p>I have been a Vodacom customer for years and my support for your business has just grown over the years, regardless of other networks offering better deal at times.</p> <p> </p> <p>We have taken an extra phone and laptop deal since me being with my husband and refered numerous friends to support you.</p> <p> </p> <p>I find it shocking that a big company like you not being able to have access to the best IT support to provide a basic e-commerce / cms system.</p> <p> </p> <p>My husband assisted me and we sat on the laptop to do the online upgrades as we did two years ago.</p> <p> </p> <p>We followed the instructions, selected the phone / package we wanted and entered the confirmation OTP numbers for each of our two phone upgrades.</p> <p> </p> <p>We upgrded each phone number for ********** and ********** and after submitting the OTP confirmation numbers received the email that confirmed both upgrades.</p> <p> </p> <p>We even received the confirmation numbers for both upgrades:</p> <p> </p> <p>VODACOMONLIN- ********** ********** 86</p> <p> </p> <p>VODACOMONLIN- ********** ********** 36</p> <p> </p> <p>Yesterday when we did not receive an email with our Waybill number, I sent a message to your online customer service to request an follow up and even asked them to phone my husband to go through everything and make sure all is in order.</p> <p> </p> <p>Your consultant then phoned to tell us only one phone was upgraded and recaptured our second upgrade.</p> <p> </p> <p>When we followed up again in the afternoon we were told that the order has not been confirmed yet.</p> <p> </p> <p>We also cannot resubmit an online upgrade via the online profile as we get error codes due to the logged incomplete process by your consultant.</p> <p> </p> <p> </p> <p>An order number of 1- ********** ********** +1 was provided.</p> <p> </p> <p> </p> <p>My concern is not just the fact of us having to go through all this trouble and costing us money in airtime and data and time to sort your job / systems out.</p> <p> </p> <p>The phones selected was for a specific purpose. To assist in key important parts of a development that will be able to assist unemployed citizens within our struggling South Africa.</p> <p> </p> <p>Now your IT people will be able to explain that a delay by a week could set back a digital platform development by months and cost thousands in losses at the end.</p> <p> </p> <p>So tell us, will Vodacom accept liability for their role in delaying items?</p> <p> </p> <p>Most probably not, but I hope apart from sorting out this upgrade which your systems messed up you will take the moral shame for your role in loosing one of your clients thousands of rands and delaying a program that was aimed to help millions in need of employment and a way to support their families.</p> <p> </p> <p>The number that needs to be upgraded is ********** </p> <p> </p> <p>Pleae look into this and sort out your mistake.</p> <p> </p> <p>We just took delivery on the other phone upgrade by the time of placing this review.</p> <p>Even if you have to source the other device from a local vodacom shop in Brackenfell area, we will go pick it up.</p> <p>But you need to take responsibility for your failure to provide a fully functional system to your clients.</p> <p> </p> <p>Regards</p> <p> </p> <p>Angela Sterley</p> <p> </p> <p> </p> <p> </p>