1 reviews | Active since Feb 2023
Upgrade mayhem... again...
Day 1... let's see how long this takes to resolve...
Upgraded my contract last month (was very happy with the deal agreed upon) and today I noticed they did not add my 25% discounted 500 minutes to the contract as promised and agreed upon.
All good and well... stuff happens... so I try resolve it, but try and call the customer service line... first it took them 10 minutes to realise what i am asking for the minutes are not loaded or was cancelled who knows, then they say talk to the upgrade department to add it, upgrade department says talk to after-sales department, they say talk to the sales department and they say talk to customer service. Getting passed around like a hot potato. And all the departments are like what would you like us to do about your problem...? Don't believe me? Go listen to the calls.
Eventually the upgrade department (probably 3rd time talking to them), Busi sent a mail to some manager that never bothered to contact me or send a msg... they are also probably wondering what I expect them to do about my problem. Hey here is an idea... maybe solve my problem that YOU created... just add what was agreed apon. Also sent a mail to customer service and upgrades. Well... still waiting.
Thank the heavens you only have to deal with these upgrade issues every 2 years, because there is always one. But it will probably take 6 months to resolve.
Tried all avenues to solve this within vodacom without having to come to hello peter and complain... but here we are.
Contact me if you can find the time. Perhaps do a refresher on your support staff on your mission and vision you have for Vodacom as a company.
Best regards,
Best regards,
So I decided to call the agent that did the initial upgrade, holder the line for 15 minutes to talk to her. Just as quick she said she would investigate and call me back in 5 minutes. That was 14 hours ago, so the person that did the upgrade could also not be bothered.
Got a call from a customer support agent called Stacey I think, she was responding to this hello peter complaint. She solved the problem within 1 minute. Now sad to say if the other agents cared half as much they could have solved the issue in 2 minutes on day one. Thank you Stacey you are an asset to your company and I give you 5 stars.
The 500 minutes was loaded however now the app bill shows that there are 2 x 500 minutes loaded (one charged at 225 and one at 209). If someone can just have a look if the transaction wasn't duplicated? (Or if one of the other 50 people I spoke to didn't decide to suddenly care and get involved without letting anyone know and also add it). The app only reflects that the minutes itself was loaded once... also that the 1 x 500 minutes is for the full 24 months of the contract.
If I can just get clarity on this we can close this issue.
Thank you
So I decided to call the agent that did the initial upgrade, holder the line for 15 minutes to talk to her. Just as quick she said she would investigate and call me back in 5 minutes. That was 14 hours ago, so the person that did the upgrade could also not be bothered.
Got a call from a customer support agent called Stacey I think, she was responding to this hello peter complaint. She solved the problem within 1 minute. Now sad to say if the other agents cared half as much they could have solved the issue in 2 minutes on day one. Thank you Stacey you are an asset to your company and I give you 5 stars.
The 500 minutes was loaded however now the app bill shows that there are 2 x 500 minutes loaded (one charged at 225 and one at 209). If someone can just have a look if the transaction wasn't duplicated? (Or if one of the other 50 people I spoke to didn't decide to suddenly care and get involved without letting anyone know and also add it). The app only reflects that the minutes itself was loaded once... also that the 1 x 500 minutes is for the full 24 months of the contract.
If I can just get clarity on this we can close this issue.
Thank you