1 reviews | Active since Jul 2009
Upgrade Nightmare
<p>I was very excited to do my Vodacom Contract Upgrade on 18/08/2016, specifically online as I thought it would be more convinient that going to a store (I live in a small town, and the nearest store is relatively far).</p> <p>Much to my disappointent, it has just gone from bad to worse, and a week later I am still sitting with unresolved queries.</p> <p>1. EC-047R-2WGLG3: I specifically opted for the special deal which was the Samsung S7 Edge which included a Samsung Galaxy Lite 3 Tablet, 10GB once off Data and a Top Dog Voucher. After the consultant called and sent the quote/invoice, I noticed the tablet was not listed, and I immediately logged a query. To date I have not received a single response, and in the interim, my phone has arrived (minus the tablet).</p> <p>2. 1- ********** 8235: I called in to request a sim swap, as the new phone uses a different sim card. Unfortunately the systems bombed twice while he consultants were busy, but after a 3rd attempt (and a 3rd consultant), she seemed to have got it done.<br />Unfortunately, 24 hours later with no success, I called back and it appears there is now an error on the sim swap which the consultants were nable to figure out). I give them kudo's though because they kept in touch, ad tried whatever they could to help. This query has now been directed to the technical department - and I am STILL awaitig a resolution (another 24 hours later).</p> <p>This is not the kind of service one should expect or accept from a top notch Service Provider, especially the blatant ignoring of my first query.</p> <p>I expect there is a central person who can resolve these issues for me asap and revert back to me.</p>
Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
Best regards,
Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
Best regards,
It has now been 9 working days since I posted my complaint regardig ref no: EC-047R-2WGLG3.
I have been contacted twice by (I assume customer care), but no resolution/contact from the department in question. It would appear they are even ignoring their own Vodacom Customer Care emails.
This is really pathetic.
Please can someone be more pro-active about this?
It has now been 9 working days since I posted my complaint regardig ref no: EC-047R-2WGLG3.
I have been contacted twice by (I assume customer care), but no resolution/contact from the department in question. It would appear they are even ignoring their own Vodacom Customer Care emails.
This is really pathetic.
Please can someone be more pro-active about this?
So it has now been over a month, and STILL no resolution on query: EC-047R-2WGLG3.
I was contracted by the lady who did the telephonic upgrade who said that they had listened to the recording and nowhere did I request the tablet. I would just like to state that when I received the email with the invoice/quote of the upgrade which didn’t include the tablet (19/08/2016 11:37am), I immediately responded to ********** pointing out the mistake (19/08/2016 11:46am) whereafter I obtained the reference number.
She indicated she would speak to a manager and either the manager or she would call me back (this was almost 2 weeks ago, and yet, NO RESPONSE)
I would like to remind Vodacom of my consumer rights in this regard and urge you to provide me with the tablet as I requested. I cannot imagine why the delay, as the contract, phone, and monthly instalments are exactly the same with or without the tablet as advertised at the time of my upgrade.
Please respond with a solution and not an excuse ASAP.
So it has now been over a month, and STILL no resolution on query: EC-047R-2WGLG3.
I was contracted by the lady who did the telephonic upgrade who said that they had listened to the recording and nowhere did I request the tablet. I would just like to state that when I received the email with the invoice/quote of the upgrade which didn’t include the tablet (19/08/2016 11:37am), I immediately responded to ********** pointing out the mistake (19/08/2016 11:46am) whereafter I obtained the reference number.
She indicated she would speak to a manager and either the manager or she would call me back (this was almost 2 weeks ago, and yet, NO RESPONSE)
I would like to remind Vodacom of my consumer rights in this regard and urge you to provide me with the tablet as I requested. I cannot imagine why the delay, as the contract, phone, and monthly instalments are exactly the same with or without the tablet as advertised at the time of my upgrade.
Please respond with a solution and not an excuse ASAP.
So this was my feedback from Malaika at "Like Minds".
Dear Jodi,
Unfortunately we are unable to assist you, after investigation we have picked up that the correct package was selected, and did not include the Tab 3 lite and the agent confirmed that with you. Your upgrade is out of the 14 day return policy, for assistance you will need to contact cancellation on ********** , however there will be a cancellation fee which they will explain to you about, once your upgrade is reversed you will then be able to reprocess the new upgrade with the device you require.
Kind Regards,
Malaika
And then my response to her:
Hi Malaika
I cannot accept that reasoning for the following reasons:
1. My email response was within the 14 days
2. When I received my invoice/quote, there were no contact details - therefore I contacted the upgrades department (logical).
3. The Upgrades Department should have routed that email accordingly (I don't even know what "likeminds" is)
4. The onus should not be on me the pay a cancellation fee (due to Vodacom's shortcomings)
5. The special offer that I wanted is no longer in effect - therefore if I do cancel, I STILL will not receive what I wanted
I have been a loyal customer of Vodacom for over 17 years, and find it very frustrating that this is how they choose to reward loyalty.
If this issue is not rectified within reason, I will have no choice but to terminate any future business with Vodacom. You will have lost a customer over a tablet that was included for free in a promotional package.
Malaika's reply:
Hi Jodi,
We are unable to assist you as the request for the reversal was not logged with our department.
For assistance you will need to contact the upgrades department to follow up on your service request for the reversal.
Kindly note that our deals and prices change on the 7th of each month, and we not open any deals as they are subject to change without notice.
Kind Regards,
Malaika
It would appear she is simply "passing the buck". 1, using the 14 day expiry as an excuse, 2. blaming me for not contacting the correct department.
I am not sure what "Like Minds" association with Vodacom is, but they are seriously giving Vodacom a bad name. Furthermore, I only disovered today that she was from Like Minds...I was under the impression she was Vodacom.
So this was my feedback from Malaika at "Like Minds".
Dear Jodi,
Unfortunately we are unable to assist you, after investigation we have picked up that the correct package was selected, and did not include the Tab 3 lite and the agent confirmed that with you. Your upgrade is out of the 14 day return policy, for assistance you will need to contact cancellation on ********** , however there will be a cancellation fee which they will explain to you about, once your upgrade is reversed you will then be able to reprocess the new upgrade with the device you require.
Kind Regards,
Malaika
And then my response to her:
Hi Malaika
I cannot accept that reasoning for the following reasons:
1. My email response was within the 14 days
2. When I received my invoice/quote, there were no contact details - therefore I contacted the upgrades department (logical).
3. The Upgrades Department should have routed that email accordingly (I don't even know what "likeminds" is)
4. The onus should not be on me the pay a cancellation fee (due to Vodacom's shortcomings)
5. The special offer that I wanted is no longer in effect - therefore if I do cancel, I STILL will not receive what I wanted
I have been a loyal customer of Vodacom for over 17 years, and find it very frustrating that this is how they choose to reward loyalty.
If this issue is not rectified within reason, I will have no choice but to terminate any future business with Vodacom. You will have lost a customer over a tablet that was included for free in a promotional package.
Malaika's reply:
Hi Jodi,
We are unable to assist you as the request for the reversal was not logged with our department.
For assistance you will need to contact the upgrades department to follow up on your service request for the reversal.
Kindly note that our deals and prices change on the 7th of each month, and we not open any deals as they are subject to change without notice.
Kind Regards,
Malaika
It would appear she is simply "passing the buck". 1, using the 14 day expiry as an excuse, 2. blaming me for not contacting the correct department.
I am not sure what "Like Minds" association with Vodacom is, but they are seriously giving Vodacom a bad name. Furthermore, I only disovered today that she was from Like Minds...I was under the impression she was Vodacom.
Although I didn't receive my tablet, I would like that thank Faid for his endless patience when I had none, and for managing to arrange at least a discount on my monthly subscription.
Although I didn't receive my tablet, I would like that thank Faid for his endless patience when I had none, and for managing to arrange at least a discount on my monthly subscription.