Online Upgrade failure
<p>My recent experiences with Vodacom have been beyond terrible.</p> <p> </p> <p>Only a month or two ago I requested Vodacom to perform a SIM-swap which they were were unable to complete... this means that no matter how much they tried they were unable to complete a SIM-swap which is one of the functions they are supposed to be able to perform as a cellphone provider. If they cannot get this right, what does it say about the state of the systems in such a technology-centric business. The Vodacom call centre and Vodacom shop staff said that the SIM-swap could not be completed due to a Vodacom systems problem, and the technical support team cancelled the SIM-swap once they tried many times in vain to complete it! In the end I purchased a SIM-card holder to utilise my old SIM-card in a different phone.</p> <p> </p> <p>My most recent experience has been as dismal... this time I completed a contract upgrade online, which promised next day delivery. Here I am two days later, and no matter who I speak to at Vodacom they are unable to confirm the completion of the cellphone upgrade together with the delivery of my new phone. What more can I do... I have phoned the online call centre and they did not know how to help as they said the upgrade was not complete due to a Vodacom systems problem, so I went into a Vodacom shop to seek assistance in person from Vodacom staff and they also said they could not complete the upgrade due to a Vodacom systems problem. The end result is that I am left with the feeling that Vodacom has implemented technology systems that deliver poor customer services and which continually fail, and that Vodacom staff are unfortunately disempowered from resolving problems that fee-paying clients have with the Vodacom's services. Maybe the next step is to try moving my contract to a different cellphone service provider... if this is even possible given Vodacom's proven inability to perform a simple SIM-swap on a previous occassion. "Stuck between a rock and a hard place" comes to mind!?</p>
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,
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,
The Vodacom business appears unable to differentiate between a "written promise to resolve a customer complaint" vs an "physical action to actually resolve a customer complaint"...
As usual the Vodacom Team is quick to write what appears to be nice and pro-active consumer response promising to contact me (in this case the Consumer Website Team), though as with all Vodacom promises they never contact me or make any effort to resolve the customer complaints related to poor or failures in service delivery.
After two days of waiting to be contacted by Vodacom as promised above, I have still not had any response from Vodacom. In addition I have completed a service complaint on the Vodacom website which included filling in a request to be contacted by Vodacom in order for the complaint to be resolved... as expected Vodacom has not rep**** to this.
"To the Vodacom Consumer Website Team who will read and respond to this hellopeter.com post, before you write a sweet online reply which is as good as hot-air, please consider how you will personally undertake to perform a physical action that involves contacting me directly and fully resolving the failure of Vodacom to complete a simple contract upgrade on the Vodacom website." As an aside to the Vodacom Consumer Website Team I can assure you that the one s**** you will develop whilst working for Vodacom is patience, as the business you work for is completely incapable of resolving most of the customer compliants you will deal with and promise to resolve.
The Vodacom business appears unable to differentiate between a "written promise to resolve a customer complaint" vs an "physical action to actually resolve a customer complaint"...
As usual the Vodacom Team is quick to write what appears to be nice and pro-active consumer response promising to contact me (in this case the Consumer Website Team), though as with all Vodacom promises they never contact me or make any effort to resolve the customer complaints related to poor or failures in service delivery.
After two days of waiting to be contacted by Vodacom as promised above, I have still not had any response from Vodacom. In addition I have completed a service complaint on the Vodacom website which included filling in a request to be contacted by Vodacom in order for the complaint to be resolved... as expected Vodacom has not rep**** to this.
"To the Vodacom Consumer Website Team who will read and respond to this hellopeter.com post, before you write a sweet online reply which is as good as hot-air, please consider how you will personally undertake to perform a physical action that involves contacting me directly and fully resolving the failure of Vodacom to complete a simple contract upgrade on the Vodacom website." As an aside to the Vodacom Consumer Website Team I can assure you that the one s**** you will develop whilst working for Vodacom is patience, as the business you work for is completely incapable of resolving most of the customer compliants you will deal with and promise to resolve.
Dear James
Please note that feedback has been sent to you via SMS.
Have a pleasant day further!
Regards,
RJ
Best regards,
Dear James
Please note that feedback has been sent to you via SMS.
Have a pleasant day further!
Regards,
RJ
Best regards,