Stop saying sorry and DO something about it. YOU HAVE A PROBLEM.

<p>Vodacom has "upgraded" its mailbox service - and this New and Improved service is a complete mess. In the last 3 weeks I have spent around 11 hours on the phone to more than a dozen people in their callcentre as I cannot access any of the messages in my mailbox. (11 hours on the phone = 11 hours not doing my job. )</p> <p>A number of callcentre operators have admitted to me in the last few weeks that the new mailbox system is causing problems. (Guys, if you know about it then why don't you DO something about it?)</p> <p>The matter has been escalated to managers more often than I care to think.</p> <p>To date, 4 service requests have been logged. Each time they send me a text informing me that they are satisfied the matter has been resolved. Um, no, it hasn't. Not if I keep phoning to tell you I still cannot get into my mailbox, surely?</p> <p>I eventually had to take time off from work to go to a Vodacom outlet to get help. They also admitted that the new mailbox system is a problem , as they have had other customers in the shop with the same issues, and that Vodacom "knows about it".</p> <p>They tried to help me for 2 hours. (2 hours in a Vodacom shop = 2 hours not doing my job) Still no access to my voicemail. Their final recommendation: that I take a day off from work and somehow get myself to Vodacom HQ in Midrand. Seriously?! </p> <p> </p> <p>Vodacom: the implications to a customer not having had access to the messages in their mailbox for 3 weeks: I run my own business. Companies have left messages to book my services. I never responded (no access to messages, remember?) Outcome: loss of income. Also bad for my reputation, by the way. I have competitors.</p> <p>Vodacom: the implications to a customer not having access to the messages in their mailbox for 3 weeks: there was a medical emergency with an elderly family member. Others left urgent messages in my mailbox. I had no idea. (no access to messages, remember?) Outcome: work that one out for yourself.</p> <p> </p> <p>Everyone I have dealt with at Vodacom in the last 3 weeks has apologised profusely. That is really sweet. But it means nothing to me. It does not return lost business and income. It does not rectify my absence during a family emergency.</p> <p> </p> <p>Your new mailbox system is a mess. You know it. Because your employees know it. Stop getting them to apologise. Instead, why don't you try fixing it? </p> <p> </p> <p> </p> <p> </p>