TERRIBLE and DISHONEST SERVICE from the vodacom business contact centre.

<p>To whom it may concern</p> <p>It is with extreme frustration and disappointment that i write this email to you.</p> <p>Vodacom have always been my service provider of choice ever since my first contract and up to date.</p> <p>However I have experienced a side of Vodacom that i have not seen before.</p> <p>All contracts are on the corporate accounts and the business department initially was quite efficient when they had to send us details of the latest upgrade specials etc.</p> <p>Since upgrading 3 contracts to the S7 edge smart phones in January 2017 we have experienced a heating issue with 1 out of the 3 phones on the very first day of use.<br />This was communicated to Tarryn Padayachee who was in charge of processing our contracts and she was informed of the issue and told that i did not want to pass the OBF period and she should advise what needs to be done. Her response was that i should monitor the phone for a longer period and not worry about the OBF period as i have notified her and that it will still fall within the period and if the problem persists she will arrange collection of the phone and delivery of a new phone.<br />Thinking that she was advising me correctly i monitored the problem for a few more days and then informed her again that the issue is still persistent.<br />She then told me that they no longer arrange collection of devices via courier as there is a damage risk which the courier refuses to accept liability and that i should take the phone into a vodacom store. I advised her that the vodacom store does not want to accept it as this contract was done through the business contact centre. Tarryn then said i should take it into vodaworld repair centre and that this was the correct process to follow. <br />While following Tarryns advise which i later found out was incorrect and that she was lying to me all along just to shove the problem away from her and not deal with it i managed to get in contact with her supervisor whose name is samantha catin. Samantha was very surprised at the information and advise that tarryn gave ame and she then apologised and asked me to please pick up the phone from vodaworld and she would send the courier to collect the phone from me this past monday. I went through all the hassle of picking the mobile device and again and ensured that all the mobile device contents were in the box etc and kept it ready waiting for the courier to collect.<br />On monday when i enquired what time the courier will collect from me, Tarryn sent me an email to say that they cannot help me any further and i no longer have the promotional watch which was given to me with the contract upgrade. Keep in mind that we are almost a month since i received the phone and she is advising me of this now. Besides that "incorrect" information AGAIN from Tarryn she attached the rules of OBF from vodacom which i read through and it says NOTHING about having the promotional items together with the mobile device box ready. <br />I tried to get in touch with samantha catin 4 or 5 times on the same monday but she did not take my call, nor reply to my call. I waited tuesday to see if she would call me back but still no response. I then managed to get hold of natalie the reliever supervisor who was also not helpful and never called me back with follow up feedback on my query. I then had to call on wednesday and FINALLY got through to samantha who could not give me a reason why she didnt call me back. She then told me that the courier will come on Thursday to collect and she was now making excuses and blaming ram couriers that they would not collect without the watch etc.<br />Anyway, thursday came and went and no courier collected nor did samantha catin reply to my emails which i sent to her or messages which i left for her with the call centre agents "magdeline" etc.</p> <p>To this day i have not had a response or follow up call from samantha catin or natalie.</p> <p>I had no idea that this department is soo Inefficient and dishonest. I have encountered "screaming" by the call centre agent "jerusha" whilst i was holding on for Tarryn. This department is very quick to process new contracts but when there is a problem they quickly shove you away and ignore you. Now i am left to stay with a defective mobile device with no assistance or communication from the vodacom business department.</p> <p><br />Since Vodacom DOES NOT value us as a customer and all complaints fall on deaf ears we have already migrated one number to a competitor and will definitely be looking at migrating the others in the near future as this is absolutely pathetic service and we refuse to be treated in this way.</p> <p><br />Mubeen<br /> ********** </p> <p> </p> <p> </p>