Tourick Benjamin, just because you are following the procedure that doesn’t mean you’re doing the right thing, learn to go an extra mile

I’m currently a using Vodacom fibre as a SP and I’ve been having problems with it and when I call to ask for SP- ticket so that the technician can come fix it they will give it to me but recently I was denied the SP- ticket by Tourick Benjamin from first line technical support he told us that he’s following the vodacom procedure we can only get the SP- tickets in 24-48 hours while we are waiting without internet connection, he was not willing to help us at all even talking to his supervisor it’s like he was doing us a favour and told us that his supervisor “Cheslyn” will call us after 24hours apparently that’s the vodacom was of doing business. They don’t care about the service they are happy when we make the payments, but we hang up the phone and called again and we were helped by Neo from the same department he managed to to log a call for us and got us the SP-ticket with his supervisor immediately. The are ways in helping the clients while you still following the procedure Vodacom must train their people to think out of the box!!