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Gary O
1 reviews | Active since Dec 2016
06 Mar 2020, 14:48
Retention Department Bungles my Upgrade - Part 1
I contacted Retention department on Tuesday 03.03.2020, I was told i qualify to upgrade and they can do a great deal. After receiving an sms at 11H43 with Ref # *** I was told that the phone I was upgrading to was out of stock. I was then told that the agent would call back later to confirm stock of other phones. Please read the next review for the rest of this debacle
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Gary O's updateReviewer Update
07 Mar 2020, 15:35On Wednesday i received a call at 15h00 to say the Samsung s10 deal cannot work as there is no stock as well, i settled for the next deal and all was well, or so I thought.
On Thursday I attempted to buy data on the app, i received errors. I then contacted Customer Service later in the day to be told my current package does not allow me to buy data as it is not a top up.
I asked how is this even possible as I always buy data on my Smart M+, only to be told that due to my upgrade I am now on a different package. I then logged a call for data to be manually added to my account as I use my phone for work and to query why my package has changed if the upgrade is "in process".
On Friday 06.03.2020 at about 10h00 I call Retention Department to ask what is happening to get told my deal has been cancelled, I ask for a supervisor to call me which does not happen. At 18h00 I finally get someone to add data so I can continue to work and am told that my deal is "In process" again so know i am even more confused.
Join me for the next part of this saga...
On Thursday I attempted to buy data on the app, i received errors. I then contacted Customer Service later in the day to be told my current package does not allow me to buy data as it is not a top up.
I asked how is this even possible as I always buy data on my Smart M+, only to be told that due to my upgrade I am now on a different package. I then logged a call for data to be manually added to my account as I use my phone for work and to query why my package has changed if the upgrade is "in process".
On Friday 06.03.2020 at about 10h00 I call Retention Department to ask what is happening to get told my deal has been cancelled, I ask for a supervisor to call me which does not happen. At 18h00 I finally get someone to add data so I can continue to work and am told that my deal is "In process" again so know i am even more confused.
Join me for the next part of this saga...
GO
Gary O's update07 Mar 2020, 15:35
Reviewer Update
On Wednesday i received a call at 15h00 to say the Samsung s10 deal cannot work as there is no stock as well, i settled for the next deal and all was well, or so I thought.
On Thursday I attempted to buy data on the app, i received errors. I then contacted Customer Service later in the day to be told my current package does not allow me to buy data as it is not a top up.
I asked how is this even possible as I always buy data on my Smart M+, only to be told that due to my upgrade I am now on a different package. I then logged a call for data to be manually added to my account as I use my phone for work and to query why my package has changed if the upgrade is "in process".
On Friday 06.03.2020 at about 10h00 I call Retention Department to ask what is happening to get told my deal has been cancelled, I ask for a supervisor to call me which does not happen. At 18h00 I finally get someone to add data so I can continue to work and am told that my deal is "In process" again so know i am even more confused.
Join me for the next part of this saga...
On Thursday I attempted to buy data on the app, i received errors. I then contacted Customer Service later in the day to be told my current package does not allow me to buy data as it is not a top up.
I asked how is this even possible as I always buy data on my Smart M+, only to be told that due to my upgrade I am now on a different package. I then logged a call for data to be manually added to my account as I use my phone for work and to query why my package has changed if the upgrade is "in process".
On Friday 06.03.2020 at about 10h00 I call Retention Department to ask what is happening to get told my deal has been cancelled, I ask for a supervisor to call me which does not happen. At 18h00 I finally get someone to add data so I can continue to work and am told that my deal is "In process" again so know i am even more confused.
Join me for the next part of this saga...
GO
Gary O's updateReviewer Update
07 Mar 2020, 15:38Today, Saturday 07.03.2020, I call Rentention Department to be told by a Team Leader that my deal is cancelled... again very confusing, but she will request it to be re-instated.
5 minutes later she tells me that this department is only open again on Monday and she will contact me Monday.
So I know have an existing package that does not work correctly, an upgrade deal that is "cancelled" which may be re-instated and no idea where this is going to end.
Join me Monday for the follow up...
5 minutes later she tells me that this department is only open again on Monday and she will contact me Monday.
So I know have an existing package that does not work correctly, an upgrade deal that is "cancelled" which may be re-instated and no idea where this is going to end.
Join me Monday for the follow up...
GO
Gary O's update07 Mar 2020, 15:38
Reviewer Update
Today, Saturday 07.03.2020, I call Rentention Department to be told by a Team Leader that my deal is cancelled... again very confusing, but she will request it to be re-instated.
5 minutes later she tells me that this department is only open again on Monday and she will contact me Monday.
So I know have an existing package that does not work correctly, an upgrade deal that is "cancelled" which may be re-instated and no idea where this is going to end.
Join me Monday for the follow up...
5 minutes later she tells me that this department is only open again on Monday and she will contact me Monday.
So I know have an existing package that does not work correctly, an upgrade deal that is "cancelled" which may be re-instated and no idea where this is going to end.
Join me Monday for the follow up...
Vodacom's replyOfficial
08 Mar 2020, 17:05Dear 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 Tea
Vodacom's reply08 Mar 2020, 17:05
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 Tea
GO
Gary O's updateReviewer Update
09 Mar 2020, 15:26Today is Monday 09.03.2020, after being promised by a Team Leader in RETENTION's department on Saturday that I will be called back today by 12h00, with good or bad news, guess what... I had to call myself only to be told that they are still waiting for the relevant department to process the request to re-instate my upgrade after a Vodacom employee messed it up.
I attempted to explain to the team leader that as a paying customer of Vodacom I expect them to provide me with a service, i.e. expedite my upgrade which they messed up. This seems to be more difficult to understand than I first believed as the Team Leader keeps stating that I need to wait for this to be processed. I then asked for a Supervisor to call me so i can hopefully get some kind of response appropriate to the situation, this request was made on two occasions on Friday 06.03.2020 with no response or record made of my request so don't hold your breathe...
I attempted to explain to the team leader that as a paying customer of Vodacom I expect them to provide me with a service, i.e. expedite my upgrade which they messed up. This seems to be more difficult to understand than I first believed as the Team Leader keeps stating that I need to wait for this to be processed. I then asked for a Supervisor to call me so i can hopefully get some kind of response appropriate to the situation, this request was made on two occasions on Friday 06.03.2020 with no response or record made of my request so don't hold your breathe...
GO
Gary O's update09 Mar 2020, 15:26
Reviewer Update
Today is Monday 09.03.2020, after being promised by a Team Leader in RETENTION's department on Saturday that I will be called back today by 12h00, with good or bad news, guess what... I had to call myself only to be told that they are still waiting for the relevant department to process the request to re-instate my upgrade after a Vodacom employee messed it up.
I attempted to explain to the team leader that as a paying customer of Vodacom I expect them to provide me with a service, i.e. expedite my upgrade which they messed up. This seems to be more difficult to understand than I first believed as the Team Leader keeps stating that I need to wait for this to be processed. I then asked for a Supervisor to call me so i can hopefully get some kind of response appropriate to the situation, this request was made on two occasions on Friday 06.03.2020 with no response or record made of my request so don't hold your breathe...
I attempted to explain to the team leader that as a paying customer of Vodacom I expect them to provide me with a service, i.e. expedite my upgrade which they messed up. This seems to be more difficult to understand than I first believed as the Team Leader keeps stating that I need to wait for this to be processed. I then asked for a Supervisor to call me so i can hopefully get some kind of response appropriate to the situation, this request was made on two occasions on Friday 06.03.2020 with no response or record made of my request so don't hold your breathe...