Upgrade Failure

Dear Vodacom

I am so appalled at the service I received from the customer care and cancellations department. My phone was ****** two weeks prior and I was due for an upgrade and started looking at possible upgrades but found a better deal with a competitor.

I then called Tuesday, the 19th of March to cancel my existing contract, the consultant asked my reason for wanting to terminate my current contact, I then told her I had found a better deal with a different network. She then offered to match the deal and said she would call me back with the said proposed offer. Later that day she called me back and presented me with the offer. I then accepted and she said she would call back with further confirmation details.

She then only called me back Monday, 25th of March and then asked me the phone particulars such as colour preference and also the delivery address for the phone. I waited and assumed the phone would be arriving in the week , unfortunately no contact was made and no delivery took place.

After waiting almost a week I decided to contact Vodacom yesterday, as I was previously having trouble getting through to the consultants I decided to use their online chat assistance. I spoke to a consultant via the chat and asked him to follow up on the upgrade process, as no one had previously gotten back to me. He then advised he would get a consultant to call me back. Later a consultant from the cancellation department phoned and had said that the delivery would be made soon and they would then SMS further details of the delivery, he said he would call later just to confirm everything, but he didn’t.

I tried calling lunch time and the lines were busy and I was unable to get through, I then made another attempt call after 5pm, and spent over 40 frustrating minutes holding the line waiting for a consultant to answer. I then decided to call early this morning and was told by a consultant that the order was being processed and that the consultant that had assisted me (in the cancellation department) would then call me back later today. By this afternoon nobody had made any contact.

I was so frustrated at this entire situation and just wanted to get my phone. I then contacted Vodacom via the online chat as I theres always trouble reaching your consultants via phone call during work hours. I spoke to a consultant and explained my problem and the consultant was not at all helpful. The consultant then told me, to my disbelief that the order had been cancelled without my knowledge. I asked why I had not received a call? or been informed of this matter? and the consultant then evaded my questions and instead tried to offer me an online upgrade package. I then enquired if the package would be the same one I had agreed to and the consultant said no as the deals are fixed.

I have been with Vodacom for years and have had a few minor problems in the past but never expected a simple upgrade to be so complicated and frustrating. My phone was ****** and as traumatising and inconvenient an experience as that was, your service has made it even more of a burden for me to replace my phone.