Unacceptable service

<p>I was due for an upgrade in November and I arranged for the upgrade on Friday taking a “black Friday” deal. I opt for upgrading over the internet and received an email from Vodacom confirming that they received my request however, should I not receive their call during the day that I should phone them. By Friday afternoon I haven’t heard anything from Vodacom and I decided to follow up. I called them; held on for at least 13 minutes but understood the time lapse as it was a day of specials. An advisor eventually answered but said that she cannot hear me clearly, I asked her to please hold the line for me to step outside the office but she cut the call.</p> <p>So I phoned again, again holding on for minutes on end before an advisor answered. Luckily I could confirm my upgrade and all was set. Monday morning an advisor from Vodacom phoned to confirm my address and the upgrade stating that the phone will be delivered by latest Wednesday (yesterday afternoon). I checked my account and all was set.</p> <p>By Yesterday afternoon I haven’t heard anything or received anything from Vodacom and checked my Vodacom online to see whether the upgrade was still in process. To my amazement nothing showed? I phoned them, holding on (I checked) 17 minutes before an advisor answered. I spoke with Valencia Mabasho who advised me that she cannot assist as their systems are down? When I complained about the service she offered to restart her program to see whether it will help, which didn’t make sense as the whole of Vodacom’s systems were down according to her. I explained my situation and that the upgrade was confirmed however that it doesn’t show on my system anymore. Her suggestion to me was that I should either phone them back in an hour (just to show the level of service – not that she will rather phone me as soon as the systems are up) or I should phone their courier company (without a reference as the upgrade didn’t show on my system anymore) to follow up on their delivery? In other words, paying more money from my pocket to do their work?</p> <p>I logged a call for Vodacom to phone me late yesterday afternoon and just to confirm their terrible service, or rather lack thereof, no feedback and no call back.</p> <p>This is unacceptable service.</p>