Pathetic service!

I am simply disgusted at the way Vodacom treats its customers, or has treated me in this case- and that's putting it mildly. I am so sorry that I chose to stay on after their attempt with retention. I assumed it meant that they valued me as a customer and went the extra mile to keep me on. It turns out that even with retention, once you agree to stay, they don't follow up with promises, service.. or simple work ethics! If this is how you care when you try to retain a customer who was leaving...how do you treat those who stay and don't plan on leaving?? So I was ready to sign on with Cell C last Friday 22nd October, for one of their Friday deals, Called Vodacom to cancel and advise that I will be porting my number. A lovely lady (can’t remember her name now seeing that I spoke to a few people since); asked me the reason for leaving them. I advised that I found a better deal on a good phone and was going right then to sign up. She asked me what the deal was, I told her. She then asked me to hold and returned with a similar offer. I wasn't sure as I had made up my mind and now had this to concider. She gave me time to think about it and called me back as promised. So I decided that it would be convenient to stay and not now have to port etc. So I accepted. I asked if I can go to the store and collect my phone; as I was going away the next morning. She advised that it was not avail at the store, as it was customized to retain me. Fair enough,however, they will deliver on Monday or Tuesday. I was still going to be out of town then so she offered to deliver on my return on Thursday 31st October. I asked if they would call to confirm a time for Thursday, so that I could be available for delivery. She didn't think so, so we decided to have them deliver on Friday at my work address instead. I then got a call yesterday to confirm delivery details, and was told that it takes 3 to five working days for delivery. I advised that my delivery was confirmed for the next day. I was told no it was not possible as I did this on the 29th. I gave her the correct details and advised her that it was actually the 22nd. No, according to her it was the 29th, and delivery was not going to happen. I asked to speak to a manager but she could only transfer me to a team leader. Which was when I spoke to Julia, who had no s****s to deal with an already upset client... Julia insisted that they could not deliver, I asked again for a manager- apparently none were available. I advised her that I also come from a service industry, I know that there has to be someone who can take my call. She stated that the managers knocked off at 14h30. I asked her to transfer me to their leader. Apparently, she cannot transfer the call. I asked for a number to call, she was not allowed to give me any numbers. By this point I was furious, I told her that somebody better deliver that phone on Friday as promised, even if it was the ceo, you guys asked me to stay, do you make false promises just to retain?? Somebody needs to deliver that phone or you can cancel this deal. She simply said, I will prepare the cancellation order!! I could not believe this. I asked her for her full name and very ****ily she spelt it out. She then said that someone will call me from retentions. So I then get a call from Maria. Who was pleasant and actually seemed to have people s****s and knew how to handle an irate client. Gave her the whole story again. She apologized and said that they will look into the service that was delivered so far. She will try to get the delivery done by the team that does urgent deliveries and will call me back to confirm. I asked if she will call me back that same day, she confirmed that.

I have not heard anything from anyone since. I called back today, after 23 minutes of waiting got through to Hilda. Hilda advised that she could not transfer me to a manager, and she needed to know what it was about, I again explained my story.. She seemed sympathetic. Suggested she put me through to retentions where I can ask for a manager. I agreed. Came thru to another ****y call center agent again after waiting a long time. Who just didn't care. Again cannot transfer. Wants to know the story. Only a team leader can transfer my call to a manger, I said well then you may ask your team leader to transfer this call, but I will speak only to a manager or transfer me to the CEO's office. I have had it by this point! She refused, I said you know what- please just cancel this contract right now, I do not want to deal with this company. She cut the call and I found myself with the call rating... I then gave the lowest scoring and it went back to the call rating.

So this is my sad sad tale of the worst customer service that I have received in a long time...if there is anyone out there at Vodacom reading this, please can you cancel the new contract immediately