SHOCKING SERVICE FOR VODACOM CALL CENTRE AGENTS

Absolutely appalled by the service provided by the Vodacom repair centre in Fourways.

Sent my phone in for a screen repair on Monday 08 April 2019. Received an SMS on 10 April confirming that the phone has been sent in and will be fixed within 2-3 working days.

Phoned the repair centre on 15 April to confirm that the cellphone would be repaired. The agent confirmed that the phone would be repaired by the technician as he has it on that day.

Contacted the call centre on 16 April, just one day later, and was informed that they did not have my phone in their possession. When asked to explain how they could have lost my phone in the space of a day and to please check on their system, DESIA got ****y with me and asked how can she do that? She preceded to be rude and challenge me about my phone after I continuously asked her to please use a different tone as I was not trying to fight I would just really like to know where my phone is. She continued to rudely state that I can't possibly expect her to find my phone. I asked to be transferred to the manager, another lady answered with the same attitude, when I re-explained the situation she preceded to put me on mute for 10 minutes - where I am assuming she was hoping I would hang up (call evasion, team leader please take note as this is immediate dismissal in other call centres). Once I was explaining to my colleague that I had been left on mute for the last 10 minutes, probably because they were waiting for me to hang up, they miraculously answered the phone and stated that a manager would call me back. I'm sorry did I not already speak to the manager? When I asked what time I can expect a callback, I was all of a sudden transferred to the manager.

Dumi (Tumi maybe?), the manager was somewhat helpful but unfortunately could not save the dissatisfaction caused by the previous call centre agents poor poor service. His good service in fact only made it much worse, as he could easily track my phone on the system and provide me with the contact details. One of the numbers provided was my own cell phone number so that just added to the frustration.

I fail to understand how one call centre agent can track my phone and the very next day get appalling service and be told that you can't track my phone on the system used by ALL Vodacom shops and centres and after 10 minutes of waiting in silence the manager tracks my call on that very same day, on that very same system. A simple "the job number was probably entered in wrong yesterday" just simply does not suffice.

Honestly, if Vodacom can't even track my phone adequately when it goes in for repairs, I don't see myself recommending them as a service provider and I will definitely look at other service providers when my contract comes to an end. I NEVER had this problem when sending my phone into to MTN repair centres. This has made me very sorry that I changed.