Poor Service Delivery- Online Upgrade

1) I app**** for an upgrade online last Sunday(18/08/2019) at around 21:00, at this point the website made no mention of the item being out of stock or a back order. For this reason alone did I select the specified handset.

2) Shortly after application for upgrade was an email which was a quote was received from Vodacom.

3) No further correspondence was received from Vodacom until Thursday(22/08/2019), 'reference:Desmond' Desmond advised that an sms would be received from RAM the courier company and the delivery would ensue the following day.

4) No SMS was received nor any correspondence notifying me of a delay of any nature.

5) On Monday(26/08/2019) I used the online portal and chatted with an agent by the name of Nokwanda who mentioned there was a back order on the device, which I was not made aware of throughout this entire process.

6) Also on Monday(26/08/2019) I logged a compliant with the customer care as per trailing mails below.

7) George an agent at Vodacom transferred me to a senior agent to handle the case.

8) This agent asked me to hold, which I did for over 10minutes and then terminated the call without reason.

9) I received an email with a follow up email giving me reference number (1-***8****04)

You must understand the reason behind doing the upgrade was to get a new handset. Its been a week and dealing with Vodacom has been trying.

Throughout this process I'd like to highlight that I as the customer had to consistently make contact with Vodacom regarding the status of the upgrade, further to which your senior agent made me hold for a long duration of time and terminated my call without explanation. Is this how customers are generally dealt with? By cutting phone calls and making empty promises?

This has been more than inconvenience, its been an extremely unpleasant experience(contrary to what an upgrade should be) and a lot of my time has been wasted on this matter! and all it was supposed to be a simple upgrade.

I'm awaiting your sales team leader to contact me since 26/08/2019.