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CW
Courtley W

1 reviews | Active since Dec 2020

01 Dec 2020, 09:42

Poor Service with no escalation option

On November 17th I requested an upgrade on one of the 7 contracts I have with Vodacom. I had to settle for a lower spec'd device due to stock availability. On the 19th of November I was contacted by Cellular City and they had the device I was looking for. I called Vodacom to cancel my upgrade as the device was still not delivered. They confirmed that it would be cancelled. On 20th November, I received a message from the courier company to say that they will deliver on that day. I asked them to cancel the delivery and called Vodacom again to confirm the cancellation. Vodacom said that once they have the package back, they will cancel the upgrade and I will be able to upgrade at Cellular City. This has still not happened. I have called them every day since 19th November and have had no feedback other than the courier company will deliver it soon. There is no way to escalate to a supervisor with Vodacom. Every day, I get routed to a different agent and have to start the discussion again. I have asked to speak to a manager on numerous occasions and always get the response that they will ask someone to contact me... which they never do. I have sent multiple emails to *** with no response, other than an automatic reply asking me to supply my mobile number, which I have. I have never been this unhappy with service from them in the 20+ years I have been a customer. It is nothing short of pathetic.

0
Replies (4)
Vodacom
Vodacom's reply01 Dec 2020, 11:00
Official
 Dear Customer,  Thank you for making us aware of your complaint.  Kindly be advised that a consultant will make contact with you in due course to assist with your query.  ***Please note*** Beware of phishing ****s.  Vodacom will not contact you via Whatsapp to request your personal details  Regards,  Vodacom Consumer Website Team 
CW
Courtley W's update02 Dec 2020, 10:14
Reviewer Update
Still waiting for a consultant to contact me. Tried calling this morning again... when asking for to speak to a manager or supervisor..... I am put on hold until I am forced to end the call. This seems to be the usual steps a consultant takes when asking for an escalation. Really upsetting.
CW
Courtley W's update04 Dec 2020, 13:22
Reviewer Update
Waybill no | K***
Reference | ***+1K***19 November 202013:31 | CONSIGNED IN Client Site.
14:36 | INTO CONTAINER IN Client Site.
17:26 | DEPARTED BY ROAD TO Isando, Johannesburg FROM Client Site.
19:29 | ARRIVED BY ROAD FROM Client Site TO Isando, Johannesburg.
20:28 | INTO CONTAINER IN Isando, Johannesburg.
22:36 | DEPARTED BY AIR TO Cape Town FROM Isando, Johannesburg.K***20 November 202005:16 | OUT OF CONTAINER IN Cape Town.
06:44 | OUT FOR DELIVERY IN Cape Town.
07:21 | Outgoing SMS - Consignment has been dispatched for delivery attempt.
07:21 | Outgoing Email - Consignment has been dispatched for delivery attempt.
08:33 | Incoming Call - Arrangements Made - As per Phetokuhle from VDC after sales, please RTS as the client is no longer interested.
09:06 | RAMMobile NonDelivery - .
09:06 | RAMMobile NonDelivery - .
09:23 | Outgoing Call - Non-Delivery Validation - ##:## Incoming Call - Arrangements Made - As per Phetokuhle from VDC after sales, please RTS as the client is no longer interested.
16:15 | UNSUCCESSFULL DELIVERY IN Cape Town - Cancelled - No longer wanted.
16:59 | Outgoing Call - Non-Delivery Validation - - ##:## Incoming Call - Arrangements Made - As per Phetokuhle from VDC after sales, please RTS as the client is no longer interested.K***24 November 202014:35 | Incoming Call - Account Query - Please RTS parcel as per VDC direct after sales phetokuhle.K***01 December 202008:51 | Outgoing Call - Follow up Account Query - Please kindly note as per Constance from VDS after sales please RTS the parcel .
14:32 | CLOSED IN Cape Town, RETURN TO SENDER ON PUD***.
14:32 | CONSIGNED IN Cape Town (Returned on PUD***).PUD***02 December 202018:37 | DEPARTED BY ROAD TO Isando, Johannesburg FROM Cape Town (Returned on PUD***).PUD***03 December 202019:58 | ARRIVED BY ROAD FROM Cape Town TO Isando, Johannesburg (Returned on PUD***).
20:06 | DEPARTED BY ROAD TO Pretoria FROM Isando, Johannesburg (Returned on PUD***).PUD***04 December 202003:20 | ARRIVED BY ROAD FROM Isando, Johannesburg TO Pretoria (Returned on PUD***).
06:36 | DEPARTED BY ROAD TO Client Site FROM Pretoria (Returned on PUD***).
09:19 | ARRIVED BY ROAD FROM Pretoria TO Client Site (Returned on PUD***).
10:00 | DELIVERED, RECEIVED BY LOVENESS (Returned on PUD***).
10:34 | POD CAPTURED IN Client Site (Returned on PUD***).

CW
Courtley W's update04 Dec 2020, 13:28
Reviewer Update
The device, that has never been in my hands, was returned today, to Vodacom, at 10.34am. I called your call center again to ensure the reversal happens so that I can renew the contract elsewhere. I was told, by a manager (Carl) that I have to wait a further 7 to 14days for the item to be booked into the "system" once it was received back at Vodacom warehouse. The manager, Carl, also refused to give me his surname. He said it would be against company policy. Please feel free to review the recordings in a bid to improve your service, of course.
How is it possible to have an SLA of 7 to 14 days for an item to be accepted and entered into your system for your agents to cancel this upgrade. Please note that it took me 2 days to do an upgrade and get issues with a device, but to cancel or reverse an upgrade, your SLA is around 30 days. If this isn't ridiculous, I do not know what is.
You cannot, in this day and age, tell you clients that it takes 2 weeks for a back office person to return an item you received into your stock. It would make this the most inadequate system this side of the year 2010!