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Abdulghaaliq A

1 reviews | Active since Oct 2013

25 Nov 2020, 08:50

Samsung Galaxy S20fe Black Friday 499 deal No Smart Watch

Hi

I recently upgraded my contract to a Black Friday contract for a Samsung Galaxy S20fe with an active smart watch for 499 p/m for 36 months. This was a black Friday deal which was done on the 12 November 2020. The phone was delivered on 16 November with no smart watch. After calling the agent who did the upgrade for me (Nkululeko Dladla from Vodacom online call center) he confirmed on a recorded call that they will be manually dispatching the watch within two/three days from 17 November, he just needed to escalate the situation to Vodacom admin. I was also advised to escalate the issue to the admin department and received the reference 73539.

I am to this day still waiting for an update from Vodacom. I have to consistently call in to try and speak to Nkululeko and have left numerous call back requests without any response. The decent thing to do in a situation like this is to give a client consistent updates and not let them try to call you through a call center all the time. Also, the work from home situation is extremely poor at the call center as people working from home were unable to assist on numerous occasions. Where is the business continuity in a situation like this as agents cannot put you through to the person you need to speak to? This service is extremely poor and frustrating. I am considering just asking them to collect the phone and cancel all my contracts with Vodacom.

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Replies (2)
Vodacom
Vodacom's reply25 Nov 2020, 10:39
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 
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Abdulghaaliq A's update04 Dec 2020, 16:31
Reviewer Update
I asked them to collect the phone by Friday, since i am going away on holiday. They sent someone to collect the phone to the incorrect address. I will now not be available for collection until January 2021, please be advised that i have requested to deliver the phone to my nearest vodacom store, and was told that it is not possible. I cannot be the only one motivated to return the phone considering that i have cancelled the contract.I am trying to contact Nkululeko Dladla but to no avail.I have sent numerous requests for call back and he still has not called me back. I should not be charged or liable for any cost to vodacom since this is a problem caused by your staffs incompetence. Due to all the struggle I have successfully acquired the contract with MTN, who has provided me with excellent service! After my contracts with vodacom expires i will definately be migrating to MTN. The reference number to my complaint is: 74554, and 73539.