Vodacom Business Centre - Poor customer service

On 17 July I came across a great deal on the Vodacom business website for the LG G7ThinQ on a Smart M+ for only R499pm, I jumped at the opportunity and requested someone call me as I was interested in 2 of these contracts.

I was promptly contacted by a sales agent (I shall not mention her name) not too long after. This was to request the standard information: CEO's ID, a formal request on company stationary, etc. I comp**** gladly and the information was sent off the very same day.

A day or so later I was contacted again by the same sales agent to inform me that the deal was placed online in error and as such Vodacom head-office was having to "create" the deal for me. I thanked her and asked for her to please let me know when it was ready. I could not see this taking all that long as it surely meant an adjustment to their back-end software and this deal was to be added to a special category.

On 24 July I sent the sales agent an email requesting an update on my contracts, to be told that she was still awaiting feedback from Vodacom as they had not yet "created" the deal.

On 8 August I sent another email requesting an update on my contracts as I had heard nothing since my previous email. I was sent a response on 10 August to tell me that once again she was still awaiting feedback from Vodacom and she will update me once the deal had been "created".

A follow up email was sent by myself on 13 August stating the process was taking too long and that I would like this to be escalated to the relevant manager as well as a plan of action by close of business that day.

I once again received a reply from the sales agent stating that the incident had been escalated to her manager and that I would receive feedback by 12 pm that day... No feedback was received...

On 29 August I called the Vodacom sales department and requested to speak to the agent. When I was finally connected I requested an update, once again I was told that she was still awaiting feedback from Vodacom to "create" the deal. I asked to speak to her team leader, and was handed over to Amanda. I explained the situation to Amanda as best possible and stated that this needs to be resolved now. Amanda stated that she would comeback to me with an answer by the close of the business day.

Sadly but at this stage not unexpectedly...... No feedback.

Another email was sent by myself on 4 September (now somewhat annoyed) I stated that I had not received any feedback from neither herself or Amanda. I requested Amanda's email address. The agent responded saying that she was sorry for the inconvenience and that she had not received any information on the "created" deal as yet... I rep**** once again requesting that Amanda be copied in on the emails as I wanted her input on the situation. I also stated that this call should have been escalated to the department head by now. I requested the details for the head of the customer care department.

My final reply came through on 6th September, once again stating that the agent had not received any feedback on the deal.........

What am I left to think?

Not only do I use Vodacom in my personal capacity but as the head of my companies ICT department I have chosen to use Vodacom as our business telecom service provider. We currently have 21 active lines with Vodacom. This might not be considered a large volume, but we are fast moving towards enterprise level and with that we will be needing the respective telecoms to meet our needs. How am I to consider Vodacom a partner if this is the level of service I am to receive.

Does Vodacom take the stance that a customers money is good but we don't want to have to provide any quality of service thereafter? It would appear that there were hopes that if left without a resolution I would lose interest and forget about the experience. This is a matter of principle and ethics now (and I have proof of the deal). I surely cannot believe that Vodacom's senior management would consider this good business practice?!

My company's continued growth and success is directly linked with maintaining a high customer service level... I would have faced disciplinary action if I had treated one of my customers with the same lack of regard and dismissive attitude.

The sales agent should not be in the position if she is unable to handle the responsibilities that come with the job... As for Amanda, I am certain a person with her lack of care should be in a leadership role, her poor lack of management is clearly setting a bad example. There are plenty of s****ed, eager and willing people in our country in desperate need of employment and people like Amanda and her sales agent are keeping a good person out of work.

I would appreciate it if a senior member from Vodacom were to contact me to discuss this in more detail... I was forced to look for an alternate option, after selecting my choice I was contacted by another sales agent whom confirmed my contract selection, and then said I would be receiving an email from her asking me to send her all the relevant company information... but lo and behold I am still waiting for that email.

Shame on you Vodacom