Terrible service by supposed World Class Entity

<p>I come to you today as an extremely angry and disappointed Vodacom customer. The story is so mixed up and messy that I don’t even know where to start.</p> <p> My line was due for an upgrade begin April 2017. I took the time to go to the Westgate Repair Centre to the upgrade as this is where I have always gone. The Consultant we sat down with (Neville) was very helpful in showing us all the demos and and and. It left me indecisive and I asked that we will confirm which phones to order as they didn’t have any of the phones I was interested in in stock. Monday morning 10 April my husband Phoned Neville to book the Vodafone Smart Prime 7 with skull candy headset 2 for 1 deal ( as displayed on Page 16 of the catalogues). He said HE WILL DO THAT ON Tuesday as order for the Monday already closed. Trusting that this will be done we accepted. On Tuesday when I phoned the store to speak to Neville to confirm if the phones were orders I was told that Neville is not in and no the phones were not ordered. The lady I spoke to Angelique was very helpful and arranged that the phone be ordered. I explained to her I desperately need the phone as my phone is broken and that she must please call me the minute they know when the phones will arrive. On the Thursday I phoned again wanting to know if the phones are there, I was transferred to Neville whom told me that the phone is on back order because there is no stock in any of the warehouses. Not happy about the delay yet again I accepted as the holidays do make thing difficult. Tuesday morning 18 April I phoned again to find out if anything have been received. Neville told me again the phones are on back order and there is no stock anywhere. Tired of waiting and angry by now I contacted the upgrades department ********** and a very pleasant lady (might I add the only pleasant lady) assisted me and said that they have plenty stock. Tired of waiting for Westgate I did they upgrade deals with this lady whom assured me the phones will be despatched by latest Monday 24 April. Minutes after I dropped the call with the upgrades department I received a call from the store to tell me my phones are there. I then called upgrades again to cancel the upgrade made through them as I was going to continue the deal with the store, the gentlemen who assisted assured me the deal was reversed and the quote cancelled and that I can continue the deal at the store. Very excited that I’m finally going to get my phones, I rushed off to Westgate after work.</p> <p> I got there and stood in the cue to waiting for assistance some trainee guy tried to be helpful but couldn’t do much. Eventually a gentlemen ( Christopher) came passed and asked if I have been helped. After my response he said he can help me and took me to the consultation station. He fiddled a bit on the pc jumped up and went to the back and didn’t return for a while. In the meantime a bust brunette walked into the store for a sale, as he came from the back he went to this lady and started assiting her. Leaving me sitting at the station waiting for service, assuming that after he saw me getting irritated he came to tell me that he is waiting for the cage to open and that takes 15min, I asked can’t we do the paperwork in the meantime and load the deal on my profile he told me he can’t do anything until he has the phones in his hands but he will give me some of the general forms to sign such as the Upgrade form terms and conditions, the insurance waiver etc. I did that and sat waiting yet again while he and 3 other consultants were faffing over this girl. Eventually he asked a guy name Grant to assist me so that he can finish the deal with this lady. Grant came to assist, I could see he wasn’t pleased that he now had to do it but non the less he assisted. He did all the paperwork and captured the deal etc., without the phones. Only when he was done did he go fetch the phones and scanned it in and so forth. Now a question raised why could Grant proceed with the deal and not have the phones in hand but Christopher couldn’t. very irritated as it now passed 6pm and I walked in at Vodacom just before 5pm. So now it’s time to pay and go home. There I had to stand a the till point waiting again because the codes for the phones loaded on the system was incorrect and only one of the phones pulled through. After sending Grant back twice to resolve it the Cashier (Crystal) took it upon herself to go do it herself. I paid and off I went.</p> <p> Got home tried to do the phone set up and while doing that the set up used up the little airtime I had left. Eventually after the setup was done I could finally access the home screen of the phone, I had to hotspot my husband for Data to download Share it so that I could transfer all the apps and data from my old phone to the new. A normal process which I’m used to by now. There Share it doesn’t want to work it simply says there is no internet connection on the phone. I found that odd because using Share it does not require internet connection. Afraid that I was going to use up all my husband’s data I left the set up until the Tech Savvy Guy at work can assist me… needless to say he wasn’t able to because the phone gave the same message “ No Internet connection on phone”. Worried that I did something wrong I contacted the call centre for help and to assist me with the setup as I really need to use the phone as my old one is giving too many problems. The very unhelpful lady struggled to understand what I’m trying to understand and blatantly ask me” So what is it you want from me” , I then tried yet again to explain to her upon which she just told me to go to the store she can’t help me she doesn’t have the phone in front of her. Now extremely frustrated with Vodacom’s service the past 2 weeks I phone the store and spoke to Themba at the Tech department. He told me something is wrong I must bring the phone in so that he can have a look and it sounds to him that there is a problem with the phone, if so he will then have to book the phone in…. I mean hello I got the freakin phone yesterday after waiting for it for almost 2 weeks and now you tell me something is wrong with the phone and you have to book it in. very upset now, but what can I do I need a phone! A few minutes later I received a call after I rep**** NO to the rate our Service message sent, the lady was listening to the whole ordeal and apologised for the ****ty service I have received from Vodacom, she then offer me 1 Gig data as consolation for all my troubles which I found very welcome considering the phone setup used up my airtime and data. Then…. She loaded the airtime on the wrong number and dropped the phone telling me there was a system error I must convert the airtime into data myself. After an hour I realised but the airtime is still not loaded I phone the number ********** she called from back worried that the System error she was talking about voided the whole deal. Needless to say the guy is spoke didn’t have a clue and couldn’t assist, he then transferred me to Upgrades department who was even less helpful with the famous word being uttered again “so what is it you want me to do”. By now I’m beginning to think that these words are what they are now teaching in Vodacom call centre training. After a while my husband notified me the money was loaded on his number, okay fine I will do the transfer from there, weel guesse what im not able to do that either because since it is system preloaded it can not be used to buy or transfer data.</p> <p> Sitting in my office blissfully thinking ok I’m done with Vodacom for the day I get a frantic call from the store… the upgrades department never cancelled the deal and the store is now unable to load the upgrade on the system. I must return the phones or Grant will have to pay for the phones. When I told her that I am now beyond ****ed off at Vodacom and that I have been struggling since I last night to use the phone, she then told me if I inserted my sim card into the phone it makes the phone second hand which means Grant must still pay for that phone now. I told her straight out this whole stuff up is Vodacom’s fault not Grant’s they can not hold him responsible. This is utter nonsense!</p> <p> Now I have to use my time again to sort out this mess too to spare this guy from paying for something that is not his fault! Upgrades department who promised to reverse the deal and cancel the quotation didn’t do it and is not helpful at all. This now means another set of phones will be despatched to me and I must return either or. If I return the ones (which might be faulty) to the store Grant will have to pay. If I return the phones to upgrades department I will remain with the phones which is faulty and will have to wait yet again to make use of a phone because they will first have to determine what is wrong with the phone.</p> <p> So now what do I do!!!!</p> <p> Never have I thought that a supposed world class entity such as Vodacom will be responsible for such a mess and turbulence in my life! It is disgraceful to say the least. I want Vodacom to sort out this mess at once and stop making the incompetence of Vodacom staff my problem!</p> <p>It is now day 5 after i logged the first complaint with Vodacom and nothing has been done yet.</p> <p> </p>