LA
Lawrence A
1 reviews | Active since Oct 2012
17 May 2019, 13:37
Rethinking procedures!
There is something fundamentally wrong with the thought processes within Vodacom customer care - especially the HelloPeter interface!
I registered a number of issues several times now. Yes, it does involve an intermittent technical issue but the stupid thing about it is that as soon as the technical issue is resolved, the case number is 'resolved' - but it is NOT!
THERE ARE PROCEDURAL ISSUES and financial loss as well!
1) HOW do we report Internet problems if the Internet is down? Customer care or an SMS to the technical department?
2) CERTAINLY NOT to the normal customer care contacts - they are illiterate and badly trained and by the time I have been put thru to the 4th person and re-explained the issue, I am gatvol!
3) I have lost about 6 - 10 gb of data because I have just had to shut down and my daily allotment disappears at midnight! PLUS, as a senior business consultant, my time is expensive - too expensive to recoup from such incompetence.
4) This problem keeps repeating itself so this indicates a temporary fix from engineering, NOT a planned remedy.
PLEASE stop treating a procedural issue as purely a technical issue AND, please take not of my previous two reports! The issues have NOT gone away!
Please note, I had to retype this twice to get it thru!
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Replies (2)
Vodacom's replyOfficial
17 May 2019, 13:58 Dear Customer, Thank you for making us aware of your query. 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
Best regards,
Vodacom's reply17 May 2019, 13:58
Official
Dear Customer, Thank you for making us aware of your query. 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
Best regards,
Vodacom's replyOfficial
20 May 2019, 16:32 Dear Customer, Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. Kindly note that your query is currently being addressed by the relevant department who will be contacting you to offer further assistance. Regards Consumer Website Team
Best regards,
Vodacom's reply20 May 2019, 16:32
Official
Dear Customer, Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. Kindly note that your query is currently being addressed by the relevant department who will be contacting you to offer further assistance. Regards Consumer Website Team
Best regards,