Shocking Vodacom Service!

<p>I upgraded one of my contracts online via myvodacom on Tuesday the 10 May 2016. It normally is next day delivery however under the confirmation it was stated that it was a popular phone and to expect delivery within 3 to 5 days.</p> <p> </p> <p>I called Vodacom Customer Care on the 19 May 2016 to follow up as it was well past the stated turnaround time and I had not received a single call with any feedback. I initially spoke to Cindy who advised that she would transfer me to the correct department. I then spoke to Nombulelo who advised that I needed to speak to upgrades. I then spoke to Mpho at upgrades. I was then advised that I now needed to speak to online as I upgraded online. I then spoke to Andrissa Raju at Online.</p> <p> </p> <p>Please bear in mind that while speaking to all of these staff members who do not want to take ownership, you have to repeatedly explain the query/complaint and go through the security confirmation process which is absolutely frustrating. Furthermore, the one agent states that the handset is discontinued and the next states that there is a delay with stock.</p> <p> </p> <p>Then Andrissa informs me that I need to speak to upgrades and not online. I had enough and asked for my complaint to be escalated to a senior manager as the customer service received was shocking.</p> <p> </p> <p>A lady by the name of Sabia Basheer came onto the line. When prompted for her designation before we progressed, she responded by saying that she was a senior agent. I humbly requested a manager as I had spoken to 5 supposedly trained agents without success.</p> <p> </p> <p>She bluntly stated that all managers are in a meeting. I requested a name and contact number so I could call in during the course of the day. She then said that her manager's name was Preshen and he was not in today but she will get him to call me back when he returns. I then requested for any other manager or the number for head office. She refused to give any contact details of any manager, of head office or to escalate my matter further as this was not the Vodacom process and they did not give numbers out.</p> <p> </p> <p>Does Vodacom seriously refuse customers access to escalate their complaints and speak to senior management? Absolutely shocking for this day and age from such a huge company.</p> <p> </p> <p>Needless to say, 5 days on and I have still not had a single reponse to my complaint and 2 weeks on nor do I have a new phone although my contract has been renewed until 2018.</p> <p> </p> <p>I think that I will be cancelling my contracts with Vodacom and moving over to MTN!</p>