Vodacom Customer Champion - NOT!
I needed to purchase a cell phone specifically designed for Senior Citizens whihc is only available through Vodacom. The phone is not available in store and needs to be purchased online. The online purchase cannotbe completed unless you have a Vodacom cell number. I am not a Vodacom client so phoned their Cutomer Care Division - what a misnomer! Almost four hours later - and after having spoken to what I am sure is their entire Customer Care Team - all of whom were enable to asssit but were quite ready to transfer the call - I am no closer to a resolution despite "managerial" assistance. I have now been given an email address to the eshop but cannot speak to them telephonically as they do not have a line. I can however email and they will return the call - really? From what phone? Unfortunately, I am in a cleft stick as the phone is unavailable elsewhere. To even rate this compnay 1 star goes against the grain especially since they claim to be the customer champion when it comes to customer experience to better connect and service customers!
Helpful (0)
Replies (7)0
Replies (7)
Vodacom's replyOfficial
05 Dec 2018, 14:15Dear 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
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
Vodacom's reply05 Dec 2018, 14:15
Official
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
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
's updateReviewer Update
06 Dec 2018, 10:36Despite all promises and a DM to Vodacom on Twitter as requested and a call from Customer Care yesterday in peak hour traffic promising a call back today between 9 and 10:30 as the issue has been escalated still no joy!
Serious sense of humour failure!
's update06 Dec 2018, 10:36
Reviewer Update
Despite all promises and a DM to Vodacom on Twitter as requested and a call from Customer Care yesterday in peak hour traffic promising a call back today between 9 and 10:30 as the issue has been escalated still no joy!
Serious sense of humour failure!
's updateReviewer Update
07 Dec 2018, 09:10Three callbacks from three different people with no resolution! Suggestions include provide my bank details over an open phone line to a perfect stranger, ask a friend to use their Vodacom number to buyonline as the website only accepts Vodacom details or go to a store to buy a phone that isn't availble in a store! Was promised a callback today at 8:30 as they will TRY to assist. It is now 9:15 and no phone call! Vodacom supreme service failure!
's update07 Dec 2018, 09:10
Reviewer Update
Three callbacks from three different people with no resolution! Suggestions include provide my bank details over an open phone line to a perfect stranger, ask a friend to use their Vodacom number to buyonline as the website only accepts Vodacom details or go to a store to buy a phone that isn't availble in a store! Was promised a callback today at 8:30 as they will TRY to assist. It is now 9:15 and no phone call! Vodacom supreme service failure!
's updateReviewer Update
07 Dec 2018, 09:10Three callbacks from three different people with no resolution! Suggestions include provide my bank details over an open phone line to a perfect stranger, ask a friend to use their Vodacom number to buyonline as the website only accepts Vodacom details or go to a store to buy a phone that isn't availble in a store! Was promised a callback today at 8:30 as they will TRY to assist. It is now 9:15 and no phone call! Vodacom supreme service failure!
's update07 Dec 2018, 09:10
Reviewer Update
Three callbacks from three different people with no resolution! Suggestions include provide my bank details over an open phone line to a perfect stranger, ask a friend to use their Vodacom number to buyonline as the website only accepts Vodacom details or go to a store to buy a phone that isn't availble in a store! Was promised a callback today at 8:30 as they will TRY to assist. It is now 9:15 and no phone call! Vodacom supreme service failure!
's updateReviewer Update
07 Dec 2018, 15:00Received a call at 10:49from HelloPeter team member telling me they will try resolve the issue with their sales department. Received a second call from said Sales Department(unknown caller!) at 2:11 with a very garbled message about being unable to RICA a sim card as caller did not have his ID. Further probing revealed that apparently I will receive a Vodacom number sometime on Monday which I can then use (perhaps?) to complete the purchase. Surely Vodacom has the authority to request a handset from their warehouse with simcard, deliver said handset to irate customer after 3 days of battling and use a portable credit card machine (or at worst an EfT) to fix the problem!
's update07 Dec 2018, 15:00
Reviewer Update
Received a call at 10:49from HelloPeter team member telling me they will try resolve the issue with their sales department. Received a second call from said Sales Department(unknown caller!) at 2:11 with a very garbled message about being unable to RICA a sim card as caller did not have his ID. Further probing revealed that apparently I will receive a Vodacom number sometime on Monday which I can then use (perhaps?) to complete the purchase. Surely Vodacom has the authority to request a handset from their warehouse with simcard, deliver said handset to irate customer after 3 days of battling and use a portable credit card machine (or at worst an EfT) to fix the problem!
's updateReviewer Update
11 Dec 2018, 09:55And so the saga continues... I cannot purchase the phone (which is only avalabe online) because I do not have a Vodacom cell number. The sales person deputised to assist cannot assist because if he RICAs a Vodacom number for me it will be in his name! I can , however, transfer the cost of the phone to his bank account, he will order the phone and then make sure I get it - in this day and age I must give bank details to a perfect stranger over an open phone line! Apparently Vodacom does not have EFT facilities either - a 21st century company!? The warehouse cannot issue the phone without an invoice which cannot be issued without a Vodacom number. This issue has now been going on for a full week and nobody in customer service seems to want to solve the issue or to take the matter seriously. I am at my wit's end at the lack of customer service and commitment to find a solution from what is meant to be a leading communications company.
's update11 Dec 2018, 09:55
Reviewer Update
And so the saga continues... I cannot purchase the phone (which is only avalabe online) because I do not have a Vodacom cell number. The sales person deputised to assist cannot assist because if he RICAs a Vodacom number for me it will be in his name! I can , however, transfer the cost of the phone to his bank account, he will order the phone and then make sure I get it - in this day and age I must give bank details to a perfect stranger over an open phone line! Apparently Vodacom does not have EFT facilities either - a 21st century company!? The warehouse cannot issue the phone without an invoice which cannot be issued without a Vodacom number. This issue has now been going on for a full week and nobody in customer service seems to want to solve the issue or to take the matter seriously. I am at my wit's end at the lack of customer service and commitment to find a solution from what is meant to be a leading communications company.
's updateReviewer Update
13 Dec 2018, 15:39So after almost 10 days of non stop calls, HelloPeter and Twitter the phone has arrived! No tracking number to follow progress - at one stage thought I had paid out my money in vain. I suppose I should be happy that it has been resolved but the sheer inefficiency and lack of real customer service leaves a very bad taste in my mouth.
's update13 Dec 2018, 15:39
Reviewer Update
So after almost 10 days of non stop calls, HelloPeter and Twitter the phone has arrived! No tracking number to follow progress - at one stage thought I had paid out my money in vain. I suppose I should be happy that it has been resolved but the sheer inefficiency and lack of real customer service leaves a very bad taste in my mouth.