Poor customer service

On the 25th of November 2017 I contacted the Vodacom call centre as I had requested an upgrade online and was promised a phone call by an agent.

This did not transpire.

I called to make an enquiry and was greeted by a lovely lady by the name of Mapaseka who was of utmost assistance and transferred me to the online centre as my query could only be dealt by them.

This is where things went array.

Firstly, I held, for what seemed like eternity, for 16 minutes and 38 seconds only to be greeted by the dismissive tone of an agent that simply hang up and left me to my own devices. Mapaseka, being her ever customer-centric, bubbly self then aluded to the fact that the call was let fall and that she would have to try again.

She does so diligently and after a first half of a regulation football match had elapsed, I was unceremoniously greeted by an impolite lady by the name of Chanel who proceeded to inform me that her knock off time was neigh and wouldn't be able to be of any assistance. I probed as to whether her impotence was related to her departure and was told that all (including her colleagues) systems were offline and that I would be contacted in the morning regarding my enquiry.

I find it completely lamentable that a call centre agent found it in her to answer a phonecall with absolutely no intent of ever resolving my request.

I sincerely hope that this is not how all the Vodacom customers are treated as this will only lead to a decline in retention.

Regards Tiisetso Mosiuoa