Pathetic customer service, processes and *********** staff

Let me share my Vodacom fibre experience. Rating (-100 out of 10)

I completed an application form an sent this to ******* (we won’t mention names) on 28/08/2019 (SEE ATTACHMENTS 1 - 9) let me add they they came to the complex to promote how great Vodacom is and asked if I wanted to join.

I received the first sales order number on 04/09/2019 (SO***) [SEE ATTACHMENT 10 ]

The sales order was somehow cancelled by Vodacom which caused a delay and a new one was then created after I called in and followed up.

New sales order created on Monday 09 September. (SO***) [SEE ATTACHMENT 11]

After this was eventually finalized, the router was supposed to be delivered on 10/09/2019 but Ram failed to deliver it and caused a delay. (SEE ATTACHMENT 12)

Ram finally deliver the router on 11/09/2019. (SEE ATTACHMENT 13)

Once I revived the router and plugged it in, nothing worked and I logged an incident on 11 September 2019 Service request logged and I was told this would be resolved within 24hrs SR*** (SEE ATTACHMENT 14)

I then called frog foot on 13/09/2019 and they activated the fiber box which Vodacom couldn’t do.

By 13/09/2019, this has still not been resolved and no one could figure out why this is not working. No technician was sent out and no feedback provided.

13 September 09:30 called 11:06 called 13:20 called 15:04 called

I also have a recording of a call I had with one of your consultants, which If I may add was most likely the 10th consultant I had to speak to and explain what happened. I can email this to you.

I would suggest you look at your processes because they clearly don’t work, my services request was escalated by at least 10 consultants and a team leader who I won’t mention but no feedback was revived to this point. I was told for 5 days that my request was escalated to a technician, to the project manager and to who knows who else but nothing more could be done than to send an email because they had no direct lines to anyone in the back office (does this even make sense?). I was then Left to wait and wonder if anything was being done.

I called in at 9:32am on 16 September to follow-up and I was finally informed that it has been fixed, my router should be reset and everything will work. (For a few hour I felt that this was finally over and I would be able to enjoy my fibre but when I got home and reset the router, to my surprise nothing worked and I still did not have internet access.

It would seem that every single thing that could go wrong went wrong, so either I’m extremely unlucky or Vodacom, your people do not know what they are doing.

Vodacom, please cancel my contract and come and fetch your useless decoration piece which your company calls a router.

Then my fellow Facebook users, has anyone else experienced the same standard of service I have because this is unacceptable. Vodacom is supposed to be one of the biggest and if not the biggest telecommunications company in South Africa.