Thembas disappointing service put my Job on the line.

Good Day

I am very disappointed with the quality I am currently receiving from Themba at the Vodacom store in Fourways Mall (Not the Voda 4U store).

On Sunday the 17th of Jan 2021 I visited the Vodacom store in search for a reliable router as I have recently started working from home. A gentleman by the name of Themba assisted me with my purchase and advised that the router is a simple ''plug and play''

After my purchase, I got home and attempted to connect without any luck. It turned out my SIM card was not activated and that was quickly resolved.

The main issue came in were the router failed to connect. I notified the store on Friday the 22nd of Jan 2021. Themba advised that he would have to book in the router for an assessment as per company policy. After pleading with him to replace it immediately he stood firm on the fact that he cannot override his protocol and I had to respect that.

I further reiterated the urgency behind my need for a working router, a request to which Themba promised an update by Monday the 25th of Jan 2021 but failed to honour his commitment. Themba also advised that I will either receive a replacement router today (Tuesday 26th Jan 2021) or get back the router I initially bought on Sunday the 17th of Jan 20121. Once again Themba failed to honour this promise let alone give me a courtesy call to update me.

I gave Vodacom a follow up call today and Themba said he will follow up and call me back by COB...Yes you guessed it right, yet again another broken promise!

I've trusted Vodacom as a brand and valued their customer offering for many years but with my recent encounter, my perception has quickly changed. I can go as far as predict that had I been a lighter shade, Themba would have prioritised my query and treated it as urgent. It would be a shame to learn that Vodacom condones a culture and customer service of this of this nature.

From a very disappointed customer.

Kind regards,

Tebogo Masela ******