Pathetic Srvice

This message was sent to Vodacom complains and Customer Service on the 23rd of January 2019, till today no response from them

Good day!

On the 30th November 2018, I enquired via Vodacom Live Chat for the iPhone 6 (R199.99) top up special contract on the Vodacom Website. My inquiry got a response from a sales consultant via the online chat.

The name of the consultant was Nomfundo Zungu, she then called me to confirm my interest on the deal on the 30th November 2018 in the afternoon 5pm – 6pm. Nomfumdo initiated the application by calling me back and did the qualifying telephonically, she confirmed that the application for the iPhone 6 (R199.99) Top-up was successful. She provided me with:

• Quote number: 1- ********** ********** • Order number: 1- ********** ********** • Invoice number: K **********

The same quote and order number were sent via sms. The phone was delivered on the 4th December 2018 at my workplace 19 Ontdekkers Road, Roodepoort by courier company named RAM Couriers.

In our conversation over the phone she declared terms and conditions:

• Airtime allocation monthly R199.99 • 14 days return for faults • Screen and package

Nomfundo confirmed that replacement would be done within 14 days and that the phone must not have defects as scratches. After delivery I discovered defects:

• Simcard (Nino Sim) was not included • When using the phone, the speaker was not audible, call recipient would not be able to hear me, I would put phone on speaker and they would still not here me (audibility)

The following week on the 11th December 2018, I contacted sales customer service to report the defects on the phone and dissatisfaction with the handset, I was sent from pillar to post without any satisfactory resolution. I was advised by numerous consultants that got through to via both platforms, call center and Live chat that the person responsible for point of sale Nomfundo Zungu should be the one I log complaint with. For days after attempting to reach her and requests to be transferred to Nomfundo Zungu were unsuccessful, she contacted me late in December and she arranged for collection. She advised that RAM Courier will collect on the 2nd January 2019, the phone was collected from my home.

• Collection ref: COL ********** 5

Nomfundo Zungu did not disclose or advise that after collection I would have to reapply, because the iPhone brand is not exchangeable, contract gets cancelled and I would have to reapply. She informed me that my collection confirmation is not reflective on her system and she cannot escalate my complaint.

It has been beginning of January no resolution has been given and she informed me that her direct report advised her that iPhones take longer to be reallocated for collection and appear on their system. I communicated again on Live Chat and spoke to a consultant named Lynette she took my message requesting a call back from Nomfundo, I haven’t been contacted.

I’m appalled and agitated with the service that I have received from Vodacom, where I was sold a contract without full disclosure and when you need assistance you are deflected and ignored. My complaint for an out of box defect has turned to be a nightmare and the TCF principle not app****.

This escalation to complaints is done with intent to receive feedback from Vodacom, swift response with a satisfactory resolution for the problem caused by your sales consultant, should I not receive feedback within 24 hours I will be taking further steps and also expose Vodacom’s sales and consultants to the public, with further legal steps.

A prompt response will be anticipated.