Poor cusomer service and incomplete information given when upgrading

I have been trying to contact Vodacom with my complaint. Up to now they have done nothing to get back to me. They send my complaint to Tobi.

I have been a client with Vodacom for almost 20 Years. I have kept my contract with Vodacom as I value your service. I even took out a new contract with Vodacom for a note book and a small data sim card.

I upgraded my phone a couple of months ago which was not due for an upgrade, I had to pay an extra three months in for the old contract including my new contract which I did with no problem. The new Contract phone I got came with a watch. I tried syncing the watch with my phone however, I was unable to do it myself. I went to the Vodacom Branch and the Goldfields Mall in Welkom Yesterday 15 April 2024, to help me set my phone up. When I got there the guy from Vodacom refused to help me unless I paid R150.00 as a value service fee.

I walked out of the store fuming. I got home and dialled 082 135 and spoke to a lady with the name of Anele. She said to me that I had to pay the R150.00 as it was a value added service. I asked to speak to her team leader or put me through to the complains department. I waited so long that I eventually hung up the phone. A few minutes later Anele phoned me back and apologised for having kept me waiting, she informed me that someone from Vodacom would get back to me with in a half to and hour which never happened. When I originally upgraded the Call Centre Agent did not mention that I would have to pay to have the watch synced with my phone. No mention of R150.00 or a value added service was mentioned at all.

Now I want to know how I am going to have my phone synced to my watch which is a contract I am paying for and feel that it should be part of the service provided by Vodacom for their clients. I am unable to use my watch so what am I paying the full amount of the contract for if I have a white elephant on my arm??

I trust you will rectify this matter as soon as possible so I can have my phone synced with my phone without having to pay a value added service. As this value added service was never mentioned when I upgraded.

I am not one to go around and threaten companies to get my way. I was not at fault here. Vodacom Call Centre agent did not mention this to me therefore I feel it is Vodacom’s responsibility to set my phone up free of charge.