1 reviews | Active since Feb 2012
Terrible service to have a relocation done, and no feedback from anyone
We called Vodacom at the end of November 2020 for a relocation for our fibre contract with Vodacom. After a lot of back and forth (agents not knowing whether to do a cancellation or relocation), we were finally advised last week that everything has been finalised and someone will come on Christmas day to do the installation. On Christmas day we called Vodacom and I spoke to a consultant named Tia who said we should wait until 5pm to see if someone comes to do the installation. by 5pm, no one came.
We called again on Sunday and after speaking to consultants for 1 and a half hours, we were advised by Justin Boer that someone will be in contact with us on Monday morning to give us an update. He also mentioned that no one does installations on public holidays so he's not sure why we were advised that someone will come on Christmas day (according to him a consultant named Zolani probably gave us this info).
Today is Tuesday and we still haven't received any feedback. I called the contact centre and was sent from installations to sales, back to installations and then to support, with everyone saying they can see that our order is still pending but no one can say why it's pending. The last consultant said they will send the order through so it can be finalised and then after 24 hours we'll get feedback on when the installation can be scheduled for.
We are very disappointed with the level of service we are receiving from Vodacom regarding this installation. Why would we be told that someone is coming on Christmas day when this wasn't true? And why does it take so long to get feedback from Vodacom?
Please can someone give us an update on why it's taking so long and can this please be prioritised because we are waiting very long for the installation to happen.
2 technicians came out yesterday to do the installation but when they started working here they saw that there is additional work required by Octotel (they need to splice the manhole). I was told that the ETA for this is next Friday (22 January). I am working from home so this is a huge inconvenience for me as I now have to rely on mobile data - all because Vodacom couldn't carry out a relocation request within the time they say they would.
Fancy Dire was the consultant who was assigned to our case but after several requests, Fancy still hasn't been able to say what went wrong and why no one else could assist while she was on leave.
I would like to know how Vodacom can assist me while I wait for Octotel to come out to me, since it was the poor customer service that we received from Vodacom that resulted in all these unnecessary delays.
2 technicians came out yesterday to do the installation but when they started working here they saw that there is additional work required by Octotel (they need to splice the manhole). I was told that the ETA for this is next Friday (22 January). I am working from home so this is a huge inconvenience for me as I now have to rely on mobile data - all because Vodacom couldn't carry out a relocation request within the time they say they would.
Fancy Dire was the consultant who was assigned to our case but after several requests, Fancy still hasn't been able to say what went wrong and why no one else could assist while she was on leave.
I would like to know how Vodacom can assist me while I wait for Octotel to come out to me, since it was the poor customer service that we received from Vodacom that resulted in all these unnecessary delays.