Poor Customer Service

I ordered the Alcatel router deal "uncapped" with 30 Mbps online, on the 16 October and it finally got delivered on the 25th (Tuesday). After the delivery I immediately called Vodacom customer care for assistance with activating the sim card and I was told to wait 24 hours for that to happen. In the meantime, I was instructed to take the sim and put it in my phone to unlock it, which I did. Come the 26th I still didn't have access to the internet, the device had two solid red lights. I called again and spoke to Loyiso who gladly took time to help troubleshoot the issue. However, that didn't help. He found out that there's a block under the URL which he couldn't do anything about, beyond his expertise. In order for him to help, he had to escalate to the back office or technical team. I was then told I would receive feedback between 48 to 72 hours. Even after expressing how urgent this was, to get the router working, it all fell to deaf ears. After 3 days of waiting, my request was still open, unattended and not allocated to anyone.

I then requested for the router to be collected, which happened on the 2nd of November (still within the 14 days cooling period). On the 12th I called the cancelations department to confirm whether the contract has been canceled or not. Turns out it wasn't and, that was because the RAM department did not confirm delivery/sign for it. To me that was a worry. I called to a point Vodacom blocked my number (suspecting *****), but how I asked myself, I mean the calls are recorded, and as customers we should to able to make infinite calls to customer service. Still no one got back to me with an explanation or an apology.

Today I decided to call the RAM company and spoke to a Lady named Lebogang, she confirmed the router was delivered to Vodacom Collections on the 4th, signed for at 12:39 by an individual named Suveer Mahes. The address in question being 292 Roan Crescent, Randjies park, Halfway House, Midrand, 1685.

Ref no: COL***7 & V2P***

I got an email with an invoice that is due to be paid/debited this month. Vodacom is NOT authorized to debit my account for a device that I'm not using. I was hoping that someone from Vodacom would come to my aid, instead it showed me that they do not value new customers.

I'm deeply disgusted by how this whole matter has been handled, I thank all the individuals who tried everything in their power to help but couldn't. All senior management or technical team don't give a rats ass, that's what I took from all this.

It's such a shame that it had to come to this, but please think twice before ordering something from Vodacom online. Check the reviews and make your decision after.

Vodacom is no different from these other service providers!!!