1 reviews | Active since Jul 2009
Very Frustrated client - Unacceptable Service
I am writing to formally log a complaint regarding my Vodacom Fibre service, which has been down since yesterday with no resolution or meaningful communication. A fault was logged and a technician request captured under reference number ***. Despite this, I have not received any SMS, email, or follow up communication regarding the fault or technician allocation. I contacted Vodacom again today and was advised that the matter had been escalated, that I would receive an email, and that a technician would contact me. None of this has happened, and I am still waiting. At this stage, I am extremely frustrated. This is not the first time I have experienced prolonged service outages. On a previous occasion, the service was unavailable for almost a full week, and I experienced the same lack of feedback and poor communication. Each time I request a manager or escalation callback, no one responds. These outages are now occurring almost monthly, which is completely unacceptable. My husband and I both work from home, and a reliable internet connection is critical. Due to Vodacom’s continued service failures, we are forced to purchase additional mobile data while still paying for a fibre service that is not being delivered, resulting in unnecessary financial cost This situation is now becoming a serious failure to meet basic service levels and customer care standards. I request 1. Immediate technician assignment and confirmation with clear communication and this matter be sorted out by latest tomorrow 2. Written feedback on the cause of these recurring outages 3. Service credit or refund for downtime and additional costs incurred 4. A manager or senior consultant to contact me directly to address this matter If this issue is not resolved urgently, I will have no option but to escalate further through formal complaint channels I expect prompt action and communication.
A service consultant contacted me late yesterday at around 18:30am, full day again waisted and was told a technician is being assigned. I have not yet heard on when they are coming out to sort this, it has been now a whole week since we don't have connection. I need a tech out today to get this sorted or I am taking this higher as the service is very disappointment. The call center consultants don't even care and show no urgency in trying to get the matter resolved and they refuse to put you through to a manager, also they will make up any excuse just to get you off the line. When I received a call yesterday from the service, I was told that the call to them only logged yesterday which means that since Tuesday Morning when I called into the call what was being done, absolutely nothing and each time I followed up I was being **** to . I need the people who assisted to be held accountable as this is not the first time this has happened to me, and I expect a Service credit or refund for downtime and additional costs incurred whilst being off. Please treat as urgent as I am not going to waste another whole day waiting for a consultant to call
A service consultant contacted me late yesterday at around 18:30am, full day again waisted and was told a technician is being assigned. I have not yet heard on when they are coming out to sort this, it has been now a whole week since we don't have connection. I need a tech out today to get this sorted or I am taking this higher as the service is very disappointment. The call center consultants don't even care and show no urgency in trying to get the matter resolved and they refuse to put you through to a manager, also they will make up any excuse just to get you off the line. When I received a call yesterday from the service, I was told that the call to them only logged yesterday which means that since Tuesday Morning when I called into the call what was being done, absolutely nothing and each time I followed up I was being **** to . I need the people who assisted to be held accountable as this is not the first time this has happened to me, and I expect a Service credit or refund for downtime and additional costs incurred whilst being off. Please treat as urgent as I am not going to waste another whole day waiting for a consultant to call
to deal with the problem and call centre staff needs to kept or educated on these kind of matters as they don't advise clients what the actual problem is just give them the run-around
to deal with the problem and call centre staff needs to kept or educated on these kind of matters as they don't advise clients what the actual problem is just give them the run-around