Poor customer service and after sales support

Vodacom made a mess of my contract when I wanted to upgrade it. In the past vodacom would care for their customers and phone back to assk why? Why are they losing money due to bad service? Why are they not the number one service provider? Seem like meetings are held on such regard for everything but what I know vodacom to be. I reversed the renewal of the contract with a lot of struggle. Vodacom really is going down the drain. I used to be passionate about interacting with there people and service. Lately I am trying to avoid them to spare myself the dissatisfied service.