Poor service delivery once again

Hi there

I find myself completely frustrated and appalled by the service level from your call centre- this applies to both your inbound and sales team. It's been almost 20 years with Vodacom and I find myself at a point of sheer frustration and on the verge of cancelling a product that I do need and taking it with an alternative service provider and also porting my number because Vodacom's service is pathetic.

1. In January I received a call from one of your sales agents selling the Alcatel router, I highlighted that I had wi-fi at home and work therefore this would not serve me unless I could use the sim for data on my phone as it's dual sim- she said I could and based on that we agreed on the sale. When the router was delivered, I realised I could not use the sim card on my phone and it also never worked on the router- as a result I cancelled the order and essentially as this was within 14 days. At that time my account was already debited on prorata. On 27 January the router was collected from me by RAM and handed back to Vodacom. I have still not been credited for what was delivered back to you.

2. I contacted Vodacom to purchase a Samsumg tablet for my son, a sale was concluded on 1 Feb and address of delivery confirmed- which would be at my workplace. This was the same address that was confirmed for the above mentioned delivery/collection with RAM couriers. On Friday 3rd Feb I received an sms confirmation from Skynet that delivery would be made on the day however delivery did not take place- no contact was made or reason provided as to why delivery did not take place. I contacted both the Vodacom and Skynet call centre to understand why the delivery was not fulfilled and was not given an explanation- I was just informed it would take place on Monday. Today Monday 6 Feb I received yet another SMS that delivery would be made, at around noon I contacted Skynet to receive confirmation and clarity on the time of delivery to avoid the same debacle. The agent (Refilwe) was unable to reach the driver on mobile, I then asked her to confirm the address the driver would be delivering to and was left hopeless and exasperated when I learnt the address is not even the one I had provided for delivery. I was also informed that the address is provided by Vodacom therefore Skynet cannot change the address as they're a third party and only fulfill the delivery based on the information shared by Vodacom.

I called Vodacom again to get clarity and received confirmation that the address provided to Skynet was indeed incorrect. The lack of inconsistency is very evident in your service delivery. It appears you may be in the process of changing service providers for your logistics/delivery and are failing as a result. This year is starting dismally with you Vodacom, nothing positive is coming from you and your team can't get anything right- no sense of urgency or care for your customers. To make matters worse I discovered today that your team had not even cancelled the router that was returned back. In the midst of this disastrous experience and lacklustre service I commend Tayanda for her attempt in correcting the wrongs of so many agents and managers who have been ineffective and unsupportive. You cannot argue that delivery is scheduled to take place within 3 to 7 days because the essence of this is the failure by your team to execute swiftly due to the inefficiencies and flaws which are glaring.

What shocks me is you have not delivered the device (tablet) and have not even credited me for the router I was debited for yet you have already included the value of the tablet for my upcoming invoice.

You are by far the worst service provider and your call centre processes are ineffective!