The Customer has to correct Vodacom's Blunders

In May I contacted Vodacom Online to process an Upgrade and a Migration, during the time period there was a couple of phone calls to confirm the detail of my request, as the 1st time, the submission failed as there was “System Issues” … I thought fine, things do break, no worries…

I received notification that RAM will deliver… Great Stuff I’m getting my new device.

Unfortunately, it did not arrive on the scheduled date. Contacting Vodacom, they then advised I have to call RAM as they cannot help… Needless to say unfortunately the RAM vehicle was high-jacked hence the failed delivery. --- Could Vodacom not message their clients should something like this happen, and why call Vodacom and then they say sorry they cannot help you have to call RAM…???

A few days later I received the device… and again, Great Stuff I got my new device, I am Happy!

The sorry does not end there… In August I realised that my Upgrade and Migration has not been done… OKAY, another “System Issues”, I guess????

I contacted 082111 explaining that they have not yet processed my Upgrade and Migration (done in May), I was told that as I did the upgrade via Vodacom Online they cannot help I have to speak with the Online Dept.... ----So, AGAIN, I have to call another Dept…..this seems fami****---

I contacted Vodacom Online, and the agent (Kim) very understanding of the situation and acknowledged there is a mistake and they will investigate, after a day or so they came back to me… to tell me…. Wait for it…. Wait for it….. just to tell me that they can’t help, I need to call the Accounting Dept, again I have to call a different Dept….SO THERE IS A TREND!!!

At this time I would not call any other department, as I believe, it is a mistake that Vodacom made and now it seems that I have to be involved to contact the different Dept. to correct the mistake. Surely it is not the customer’s responsibility to correct the Service Provider’s mishaps, even after the Fault was Identified by the customer in the First Place…. ?

I insisted that I will not call another Dept, and the error has to be escalated from there onwards…

On 2017/09/05, (2weeks later) I escalated the situation to a gentleman at Vodacom Menlyn, Darren Welsh, he understood the frustration and the potential future and current financial impact this error may have on me as the client… and kept me in the loop of what he will be doing and what the best course of action is.

A day later (2017/09/06) I received a call from Vodacom Online (Kim) doing a follow-up and advising that the call has been escalated, and we will have feedback in 24-48 hrs… OKAY awesome now we getting somewhere….

But then another point the agent had to make; is again…. TO TELL ME (THE CLIENT) TO TELL ANOTHER GUY FROM A STORE TO STOP CALLING THEM AS THEY HAVE ESCALTED THE ISSUE ALREADY… it goes on if this guy want to escalate it further then let him do it then and then it will be out other their (Vodacom Online) hands….WHAT?????

Seriously, why would I tell someone who is helping me to stop, and AGAIN why must I be calling other Department/People to get things done when it is Vodacom that messed up????

Darren, you are a champ, thank you again for your help this truly appreciated… “Give that man a Bell’s” …. and for a Call Center to say Please stop Calling.... WELL DONE!!!!!