Poor Customer Service and Late Delivery

Poor Customer Service and Late Delivery

It seems an upgrade with Vodacom just never goes without problems. This is my 3rd upgrade, and there has always been a problem.

I upgraded on Thursday, 11th January 2018 making use of the on-line service. I upgraded before 12:00 and also received an email from Vodacom stating my upgrade was successful with my order details. According to your promo for upgrading on-line, one of the benefits is the “Next Day Delivery”.

On Friday, I received no communication from Vodacom or Ram to indicate that a parcel will be delivered to me. On Saturday a lady from Vodacom phoned me, to ask if I have been helped with regards to my upgrade request, which was a surprise, as I did not log a call for assistance and my upgrade has already been successful.

Monday, 15th January 2018, I received an email and sms from RAM stating that my parcel is out for delivery and I can track the progress online. For the whole day, the progress stayed on email and sms confirmation sent, that was it.

I tried phoning RAM several times (11:30, 12:40, 13:43 and 14:13) so that I could arrange for a time, but there was no answer, I also sent an email, with no response.

This morning, 16th January 2018, I tried phoning RAM again at 08:04, but again, no answer! When I checked my tracking on their website it said that at 18:13 that the delivery man phoned, and could not gain access to our building. RAM clearly states their office hours are from 08:00 – 17:00. And I did not receive a phone call.

I then phoned Vodacom to express my disappointment. I phoned at 08:15 and a lady by the name of Chantel answered, who then put me through to a Retancia or Lesego so that they could track my parcel and find out what was going on, I could not hear the name clearly as the noise was so loud in the background it was almost impossible to hear her. I explained my problem to her, and she just said, it is no longer Vodacom’s problem as they did their part and I must sort it out with RAM she can do nothing to help me and I must phone RAM.

I am a Vodacom customer, not a RAM customer. You advertise next day delivery, and when that does not happen, you need to follow it up and assist your customers. After explaining to her that I could not get hold of RAM, she tried to put me through to them, about 15 minutes later, someone eventually answered.

I spoke to Bussi from RAM, who informed me that my parcel will not be going out for delivery. That is unacceptable! She then assisted me to send out the parcel for delivery today.

I am truly very disappointed with the level of service I have received, from both Vodacom and RAM. Although this is mainly a delivery problem, I am still a Vodacom customer and should be assisted, not just be told that they can do nothing for me. I am sure this is not the first time there has been a delivery problem. Vodacom should attend to this problem.