Teboho Mofolo - National Vodacom Service Manager in charge of the worst customer experience in South Africa

I have been a Vodacom customer for almost 20 years.

In 2021 I became a Vodacom Fibre (Internet) user.

Since then I have had to open numerous 'Service Requests' to resolve Internet connectivity problems.

The latest Service Request that I opened was SR***. The Internet connection light on my Vodacom H500-S router started to blink just after midnight on Thursday 22nd April 2021.

Later that day I contacted Vodacom on *** and reported the problem.

First level support was unable to resolve the issue. The problem was escalated to second level support.

On 23rd April Julian Major (2nd level support) updated SR*** and contacted me to advise that a local Vodacom technician (in Gqeberha) would contact me directly.

Today, Thursday 29th April I received an update to SR*** (posted by Maselaelo Mahibila) to advise me that this Service Request has now been closed.

The problem\s I have are as follows:

1. No Vodacom technician contacted me telephonically (as promised)

2. No Vodacom technician came to assess the cause and\or solution to the problem (as promised)

3. The Service Request was closed without any reason or corrective action. i.e. I do not know the cause of the 5 day Fibre outage nor what was done to resolve the issue.

4. Vodacom does not compensate me for loss of Internet connectivity even though Vodacom receives a full monthly subscription. This loss of Internet Connectivity had severe negative consequences for my wife's business.

5. I had to buy extra (expensive) 4G data to achieve internet access for the duration of the Fibre outage.

6. Vodacom does not offer an apology or explanation for the outage and loss of connectivity \business.

I have been in the IT industry for more than 40 years but have never encountered such a cavalier attitude towards customer support as I have at Vodacom.

First level support cannot fix ANY problems.

Second level support is never able to resolve any problem in less than 5-7 days.

One can never keep track of any progress on an open Service Request because different technicians handle the issue at every stage of the problem.

There is no way to contact second level support directly.

There is no way to contact support supervision or management to complain\escalate bad service.

I hold Teboho Mofolo (National Service Manager) personally responsible for this situation as he has been in the Support industry for +- 18 years but appears to have absolutely no grasp of Customer Relations Management or the cost of winning back a customer which has been lost due to such appalling service.