Pathetic Customer Service during online upgrade process

<p>I have to say that after being such a loyal Vodacom customer for all these years I am absolutely horrified as to the level of service I received this time around. And furthermore with technology moving forward the fact that the online upgrade process was so shocking is pathetic.</p> <p>My grievances are as follows:<br />• When I initially went online on Friday 16th September 2016 to do my upgrade<br />• The plan I wanted to upgrade to was Smart XL and the phone I chose was the S7 which came with a Samsung Tab and 10 Gig once off data as well as a Powerbank<br />• I proceeded to complete the upgrade but the system was offline<br />• When I spoke to the consultant later that day I queried the Powerbank because I was very excited about getting that. I was told by the consultant that she could see online that it was reflected as being included but when she tried to do the actual upgrade it wasn’t showing up on the system. She then said that she couldn’t complete my upgrade and would have to first speak to the Admin department to load the Powerbank on her system and then call me back to proceed with the upgrade. This consultants name was Shubnam. Needless to say she never called me back.<br />• I then went online on Monday to do my upgrade and when I checked the package that I wanted the Powerbank had been removed from the system. I find this absolutely ********* and misleading. The day that I wanted to do my upgrade it was there and after bringing it to Vodacoms attention that the Powerbank was included it was then subsequently removed. This is false advertising and extremely unprofessional. I was really excited about getting the powerbank which is the only reason I queried it.<br />• I then upgraded my contract to the Red Advantage contract and the Powerbank was still not included<br />• I then received my phone on Wednesday 21 September 2016. <br />• Vodacom sent me an incorrect sim card with my upgrade. They sent me a micro sim as opposed to a Nano sim which is what the phone actually uses and I would think that a Vodacom consultant processing the upgrade should know this.<br />• I called the call centre on 22 September 2016 5 times. You are more than welcome to pull up all my phone records and listen to all the conversations. Not one of the consultants was able to assist me with regards to the sim card issue. They all either dropped the call on me or asked me to hold on and then transferred me back to the main menu. I did this FIVE times yesterday and I cannot tell you how frustrated I was. <br />• I called again this morning and spoke to the Manager who was then able to assist me with the sim card issue.<br />• I can assure you that this whole process has been appalling and this will definitely be the last upgrade that I do with Vodacom. Further to this I will be reporting the matter as well on Hello Peter because I feel that people need to be aware of the ********* behavior and the incompetency that I have experienced.<br />As part of the upgrade deal i received a Samsung Tablet with a sim card loaded with 250mb data every month. I put the sim card in the device and it said it needed to be RICA'd. I went into the Vodacom Store in Campus Square and they said they couldnt RICA a contract sim. I called the customer care and they said i needed to speak to the activations department. When i called the activations department they said i needed to speak to the customer care department. They are a bunch of *********** people and this has to be noted</p>