RS
Ruth S
1 reviews | Active since Jul 2018
28 Mar 2022, 13:01
Pathetic response to fault logging
We have been without Fibre service for over 24 hours now. Service Request logged: SR***. As it was a Sunday when the fault was logged, no one had been assigned to try and trouble shoot the problem, until the 2nd line support arrives at work on Monday morning. Your customer service 1st line say that it can take 24 to 48 hours before a technician is appointed to look at the problem. That is a pathetic, and VERY poor service. How can we be paying for a service that is supposed to be 24/7, but a technician only needs to be appointed to the job 2 days after having it logged. Very bad service
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Replies (4)
Vodacom's replyOfficial
28 Mar 2022, 14:20 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
Vodacom's reply28 Mar 2022, 14:20
Official
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
RS
Ruth S's updateReviewer Update
29 Mar 2022, 13:27We are still waiting for a technician to be appointed / contact us / fix the problem. it is now 48 hrs since reporting the fault, and 3 days of no fibre. Absolutely shocking!
RS
Ruth S's update29 Mar 2022, 13:27
Reviewer Update
We are still waiting for a technician to be appointed / contact us / fix the problem. it is now 48 hrs since reporting the fault, and 3 days of no fibre. Absolutely shocking!
RS
Ruth S's updateReviewer Update
30 Mar 2022, 09:40Day 4 of no fibre, and no-one from Vodacom Fibre has contacted us yet. Still waiting ;(
RS
Ruth S's update30 Mar 2022, 09:40
Reviewer Update
Day 4 of no fibre, and no-one from Vodacom Fibre has contacted us yet. Still waiting ;(
RS
Ruth S's updateReviewer Update
31 Mar 2022, 10:05Yes, we are back online. There is a serious amount of training that your 1st line support need. If you look at how many times we called, and how many people we spoke to from your 1st line, who should have asked the relevant questions, and done the basic trouble shooting that the last person I spoke to did. (I didn't get his name, as the line dropped mid conversation) A whole lot of pain, irritation, cost, bad customer experience, bad press etc could have been avoided if your 1st line support knew how to trouble shoot properly.
RS
Ruth S's update31 Mar 2022, 10:05
Reviewer Update
Yes, we are back online. There is a serious amount of training that your 1st line support need. If you look at how many times we called, and how many people we spoke to from your 1st line, who should have asked the relevant questions, and done the basic trouble shooting that the last person I spoke to did. (I didn't get his name, as the line dropped mid conversation) A whole lot of pain, irritation, cost, bad customer experience, bad press etc could have been avoided if your 1st line support knew how to trouble shoot properly.