PATHETIC AFTER SALES SUPPORT SERVICE: VODACOM

A product that was shipped to me on 31 July 2020, which I cancelled on 11 August 2020 (well within the 14 days provided in terms of the Agreement for cancellation). Unfortunately, this is where the poor customer service of the after sales call center of Vodacom started. All information below is from the After sales call center. I spoke to Lebrino on 11 August 2020, and we agreed that I was within my 14 days of cancellation. He stated that he made the necessary arrangements with the Back Office and that I needed to wait between 7 and 10 days for collection of the items (in the same closed box - never been opened). Nothing happened. Then I called on 17 August 2020 and spoke to Phethokusle - same story she will advise the back office. I then called again on 21 August 2020 and spoke to Linda - the call was dropped. I called again on 21 August 2020 and spoke to Constance - same story - she will follow up with the back office. I need to wait another 7 to 10 days before collection. I called again on 3 September 2020 and spoke to Innocentia - who advised me that Kurtis Green her team lead is going to return my call after she took my cell number. Of course Kurtis Green never called. I called again on 7 September 2020 and spoke to Gogo - who advised me that the package will be collected the Tuesday morning. I am at home and nobody arrived. On 9 September 2020, I called again and spoke to Linda - I stated that I have had it with the Team Lead (Kurtis Green) being a person with no integrity for making a promise and not see that it is honored. At 14h15 Linda eventually got Kurtis Green to take my call. Low and behold he blamed the delay on ********** activities at either the Back Office or Ram (Courier Service). I advised him that that is not my problem, since neither the Back Office of Vodacom, nor the Courier Service I appointed as my Agent. He indicated that he would escalate the matter and that I had to wait 14 days before I call again (no idea whatever for). I called again on 22 September and spoke to Mishack at 10h30 more or less. He referred me to his Team Lead who is Christopher Munyai. He advised me that Christopher will call me back. I waited for an hour because I received no call and called again. Constance answered the call and advised me that Christopher indicated that he would call me once he had gone through the record of calls and things that transpired. I am still waiting on his call. So I called again on 14 October 2020, more than 2 months after this whole saga started and spoke to Lumki. I was on the phone from 12h04 to 12h35, mostly holding on whilst she tried to get Kurtis Green to take my call. She sent him an email to ask that he join her at her desk, and of course he never came. So in the meantime, whilst I was holding on she walked to the floor below to get Kurtis to speak to me. No luck though because her answer in the end was that Kurtis was in a meeting. In the meantime, the debit order for this cancelled product has been going off for August and September, whilst I have been retrenched and had no money to pay for something which was cancelled legitimately. The arrogance of Kurtis Green is really just adding to the bad record of Vodacom. My question now is what should I do next and the response was I need to lodge a complaint to ***. Why Vodacom does not ensure that the Call Centre Managers work together with the Call Centre staff is beyond me. How can any business just state that the Managers work from home and do not take calls. What are they then getting paid for. Is it perhaps to frustrate the hell out of the Vodacom Clients hoping that we will succumb in the end, and just accept the cancelled product.

Well I will definitely not accept this pathetic service from one of the leading cell phone providers. Vodacom has a CEO who continuously speak about leadership, whilst, in my opinion there is no efficient and effective leadership within Vodacom. They retain their business by being non-responsive, have no care for the pathetic ranking they get on HelloPeter, do not worry about payment because they will merely black list you, which in my opinion just shows the arrogance of the leadership of Vodacom. I am not sure whether Vodacom ever factored in that it’s not so much that no airtime is going off from one’s account when you call this *** number, but really my time as well. I really do need for this matter to be resolved. Would you please sort out this issue for me, I am at home all day, and just need no debit order to go off on my account again in October. Vodacom really believe that they have us at our *****, because we need to continue paying whilst we need to be happy with extremely poor customer service. I really had it with them.