PATEHRTIC SERVICE - CONTINUES

Not done yet ....

Received a call from Vodacom - they are now goin to train the staff....

What about the fact I was embarrassed - "Sorry" is not going to work here..

Good day Trisha

Thank you for getting back to me.

It is unacceptable not to advise clients upfront that there are handset payments outstanding when looking at upgrading premature to upgrade date. I do accept that you will only know the exact fees that may be associated with an upgrade at a later stage. If it was mentioned upfront when I made the original enquiry, I would have been in a position to make an informed decision.

This is the first time ever that it happened to me where there are “handset payments” outstanding and I have done many upgrades before, as you should be able to see. Or, maybe, Vodacom just haven’t told me about it in the past?

Believe me when I say that it is really embarrassing when walking into a Vodacom outlet to do an upgrade, looking forward to your new phone, only to walk out again empty handed. Unfortunately, the sad part of it all is that I promised my daughter that she can get my old phone (Samsung S8). I then had to go back home only to disappoint her by telling her that I’m sorry that I couldn’t upgrade due to handset instalments not yet paid in full, which I was not aware of.

If I only knew that I wouldn’t have gone to the Shop in the first place!

Besides disappointing my daughter, even worse, was the embarrassment where in front of the other customers sitting next to me and listening to my conversation, all I could do is to stand up and walk out with a red face.

No one likes that , no one!

Irony is, there is a MTM outlet at my office, very convenient. Despite the convenience as well as preferential packages offered to staff, I chose to remain with Vodacom, as I believed that I was a “valued client”

Now, I honestly don’t know if Vodacom values me being a customer at all. Maybe, just maybe, all the complaints and negative comments on social media about Vodacom is true…… Good day Andre

Thank you for taking the time to contact our office with your concerns. We hope that this email finds you well.

Only when an upgrade quote is generated the system includes any remaining months of the current handset fee, downward migration fee and any other fees that may be associated with upgrade. The upgrade quote is only printed and presented when the client is in store and this could be reason why you were not advised telephonically about the remaining handset fee.

The current handset fee of R534.65 is not all due at once. It is still payable over the three remaining months. However if you wish to continue with the upgrade the current handset fee and new handset fee will be included in your bill.

I sincerely apologise for all information not provided to you before hand and not in the correct manner. I truly do hope that you remain with Vodacom as you are a valued customer.

Kind regards Trisha Chetty

From: De Koker, Andre Sent: Mon Jun 10 08:09:38 GMT+0 ********** To: Vodacom Customer Service Subject: COMPLAINT - POOR SERVICE

My Cellphone Number: **********

I am a customer of Vodacom for many years.

I have done my previous upgrades at the Horizon View Shopping Centre and normally without any issues.

This time it was the most unpleasant and embarrassing ever. My contact is due for an upgrade om 23 June 2019, or that is what i thought.

I have spoken to Daniel at the Horizon View Outlet on 06/06/2019 (09H45) telephone number ********** 201 and he confirmed that all is in order and that I can upgrade to a Samsung S10 and that my monthly premium will be R 948-99.

He then advised that he will order the phone and we agreed that I will come in on Saturday 08 June 2019 in order to finalize the upgrade.

Upon going to the shop on Saturday and ready to upgrade, the guy who's helped me, in Daniels absence, as he was not working this Saturday, that there are still 3 instalments left on my current handset and should I then decided to take the S10, I then need to pay approximately R 1700 per month for 3 months in order to pay off my current handset. I cannot afford that - who can suddenly pay for 2.

Why was this not explained to me over the phone? How many clients are going to the outlets getting wool pulling over their eyes and wake up with a bang in the shop because now they must pay extra or cannot proceed with an upgrade,

The most embracing part of all was that I have promised my daughter that she can get my S8 on Saturday. You can only image the disappointment on her face when i told her that i could not proceed with an Upgrade because VODACOM is NOT telling their customers about fine print issues and rather Embrace them in a Shop where other customers are sitting next to you and looking at you as if you are a ******** because you still have not paid off your current hand set and now you want a new one.

I will then wait out till my contact expire and will then move away from Vodacom for good.

A very Unhappy Customer