Shocking Service!

<p>I called Vodacom upgrades on Monday 23 May to find out whether I was eligible for an upgrade. I was and arranged to try the Samsung Galaxy J1 Mini which was delivered to my work address on Thursday 26 May (efficient service since I was essentially taking out a new 24 month contract!).</p> <p>After deciding that I was not happy with the handset, I called the Vodacom upgrades / call centre / customer care to arrange to have it collected. Nobody was able to assist as it had to go through Online upgrades or telephonic upgrades, either way whoever I made contact with told me it was a different department who handles collections.</p> <p>After at least 20 phone calls to various customer care agents (this is no over-exaggeration), I was either cut off and nobody called me back and eventually when I got hold of an agent and asked them to call me back if we got cut off, which they did – told me I was through to the wrong department. I sent at least 2 emails to the customer care email address – no reply! The customer care line automatically routes the caller to customer care if the upgrade lines are busy – but… you won’t be getting any customer care! I was told the reference numbers for the calls would be sms’d to me… I’m still waiting!</p> <p>By now the 14 day grace period to return an unwanted handset has passed.</p> <p>I eventually got hold of a very sympathetic customer care consultant who I thought was going to resolve this issue. He provided me with a reference number over the phone and via sms and advised me that the courier company would be contacting me to arrange for collection. That was on 13 June – still no call from the courier company.</p> <p>I then started the whole calling process again and eventually managed to convince one of the call centre consultants to assist me as I hadn’t had any joy – she promised me that the phone would be collected on Friday 24th June or by Monday 27th June the latest. I still have the phone and have not been contacted regarding collection.</p> <p>By now I have lost all patience with the Vodacom call centre hence my complaint. I have been a loyal customer at Vodacom for over 20 years! On returning the unwanted handset my intention was to upgrade to an S7 on an exclusive package however after this experience I am cancelling my Vodacom contract and moving to another service provider. </p> <p>I'm so disappointed that such a simple exercise has turned into a nightmare!</p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p>