The most disgusting service EVER!!!

I wish there was a way to rate Vodacom as -5*

As a loyal Vodacom customer and one who has received good service for around 10 years, the last 3 - 4 months have been absolutely disgusting.

My troubles started when I had to have the screen of my cell repaired around June. I dropped off my phone at the repair shop and was told that I would receive feedback on the progress of my repair, and that I will have my phone back within 14 working days. Happiness!!! 10 working days later, I had heard nothing... I called the repair shop to follow up and was told "Oh sorry ma'am, we forgot to let you know that your phone cannot be repaired and will instead be replaced." I confirmed which store I would like to collect from, and was told that a credit note would be sent to the store. When I had managed to get to the store, no one there knew what was going on with my collection or that a credit note had been sent. I was then sent from pillar to post to find stock (is this even something a client should be doing??? I think NOT). After almost 3hrs of me running a round with a 1year old, I had had enough. I was then greeted by a very friendly store manager, who had assisted - but I now had to wait another week for my phone. This was becoming absolutely ridiculous. But I let it go, as this was my first truly horrifying client services experience from Vodacom.

About 2 months later, my screen broke again (yes this was my own fault but...). Taking a deep breathe, and backing up all my information - I returned to the Vodacom Repair shop (a different branch) to drop it off for repairs. This time my experience was a little bit different. Friendly staff and very helpful to say the least, and was guaranteed the same 14 day turn around time. After 48hrs I was impressed that I had received an sms on the whereabouts and progress on my phone. This had continued at least once a day for about 8/9 days. Then something strange happened, I got an sms saying my phone was in for advanced assessment, and the very next message said that it was at the technician - which was fine, but lead me to question the accuracy of the turn around time. So, once again, as the client I call to follow up. The response - appalling. The lady I spoke told me, in these exact words "Sorry ma'am, I THINK your phone has been discontinued and therefore cannot be fixed. Let me confirm and get back to you within an hour." Needless to say, I am still awaiting a call back. The next day, I called again, apparently no one speak to each other so no one in the store knew what I was talking about and once again, I was sent from pillar to post. I am now on the verge of losing my mind, when I am directed to a friendly consultant who immediately reassures me that yes my phone had been discontinued and that as soon as I can, I can come choose another phone to the same value. My question, WHY DO I HAVE TO FOLLOW UP AND INVESTIGATE?? Is this the level of service you give paying customers????

And then, the final straw (and yes, quite silly of me). Two and a half weeks ago, I did an online application for a 2nd contract. The adverti*****t on MyVodacom says in bright green writing "In Stock" and "Free next day delivery". So I place my order, very excited for my new device and router... and 3 days later, I have heard nothing. So I call the sales department to find out what is going on. The gentleman I spoke to took all my details and advised that someone would call me back within an hour (shame) as their systems were offline and he couldn't track anything. The next day I call back and speak to a lady who tell me that there is not stock of what I want, and that they would receive stock that week... Another week passes, and I decide to follow up again. This time I am told, that back orders take 2 weeks to be fulfilled. So, on Tuesday this week I can back (it is exactly 2 weeks now) and the person I speak now tells me "sorry ma'am, back orders take 3 weeks to be fulfilled".

So which one is it Vodacom 1, 2 or 3 weeks/months/years or am I wasting my time??? I did not place the order because it's a nice thing to have, but because it is a necessity.

And why does everyone have a different story??? There is absolutely no consistence in service or information provided.

So now, I am completely annoyed and mad as hell. You are quick to take my money every month, but when a level of service excellence is expected, it's nowhere to be seen and we can't even get a straight answer out of anyone?

Absolutely Gatvol!!!