Poor customer service for existing customersa

<p>I've been Vodacom customer for at least 8 years now and having some battery issues with my old phone and since then have been considering upgrading. My phone was subsequently ****** and I then requested to upgrade to the Huawei P8. I tried to upgrade online exactly as I had did 3 yrs ago on Vodacoms website and waited for their callback, whch never came. I eventually called the online team who then advised me that my profile had been migrated to their new "3D system" or something to that effect, and I could therefore only upgrade in certain stores. I then consequently went ot the store in Cavendish Square, Claremont, Cape Town, on 1 June 2016, where I was told that they did't have stock of the P8 either, but they'd place an order for me and call me when it had arrived. I received a call on Wednesday, 8 June 2016, from the advisor, Marcus, telling me that Vodacom no longer stocks the P8. He offered me other phones, but I stated that I'd prefer to think about my options since they didn't have the phone I'd originally requested. I then dediced to call the online team again since I had been told that the online stock was not the same as the store stock. They also stated that they no longer stock the P8. At this point I requested to file a formal complaint and was promised a call back the very next day. By my lunch break the next day, I had still not received the promised call back and decided to call them back myself. I simply requested the the P9 lite at this point though, since I had decided I was already tired of waiting for them to get back to me and justed wanted a new phone ASAP. they placed the order for me staing that delivery would take 3 - 5 working days. By Friday, 10 June 2016, the order was still not reflecting under my ordre history on my online profile, so I decided to call again to confirm that the request was in fact being processed. The online upgrades team simply stated that I needed to wait the alooted days. On Moday, 13 June 2016, I received an sms confirming my ordre and when I logged on, I could see the order listed as "future date" with no delivery info. I took the day off work on Tuesday, 14 June 2016 expecting the phone to be delivered even though I recevied no correspondence confirming delivery. By Friday, 17 June 2016, still no phone or further correspondence. I had also since queried my charges on my bill for itemised billing and caller ID, which are both listed as free services on my online profile, but have always been charged for on this contract. That query was done on Wednesday, 15 June 2016 and I was promised a call back from Customer services by Thursday 16 June 2016 for that issue. I still haven't heard back about this issue. But back to the upgrade query. On 17 June 2016, I spent about a total of over an hour on the phone with various different advisors, most of whom dropped the call on me because they obviously haven't received proper training in order to deal with an irrate customer. Thankfully, I got put through to their survey line and was only to happy to provide my feedback for these agents. After spending about 45 minutes on the phone with an agent named Janine in the Upgrades Team( not online upgrades), who was 1 of the more helpful advisors I've spoken to advised that the previous advsior in online upgrades had **** to me about there being stock of the P9 lite and said she would cancel the order fpr me so I could request a new upgrade. She promised she'd keep an eye on my account too and call me back to place a new order as soon as she could. She couldn't confirm that I'd get the same phone at the same price I was promised either ie. P9 Lite at R249 pm on Flexi 110 contract.</p> <p>I'm very unhappy about this whole situation as it seems Vodacom doesn't want to retain it's customers and I don't really see any reason why I should stay with tem either.</p>