vodacom "downgrades" me to tears

EC-1KRF-21REV6

Mr. Shameel Joosub. CEO Sandi Linford. Company Secretary

I tried twelve times........in vain to speak to the CEO of Vodacom about a router I have on contract with him that stopped working and this started on 17 September 2018.

In short.....................On 14 Sept 2018 I go to Vodacom Tygervalley as my 4G Router is not connecting. After almost sending me home after an hour of being there and saying there's nothing wrong I ask Vodacom to ensure the router is working!

They then miraculously determine it is in fact faulty and needs to be sent away and promise me it will be ready in 3-4 working days.

I get this sms saying Job number ********** 0 is currently being exchanged and we are awaiting the replacement device.

On 21 Sept I go back as I still haven't heard from Vodacom only to be told it's only just arrived at their technical division!!!!!!

When I took my router in I had 3.44Gigs of data and I begged the agent for a loan unit as my mother in law was cryticallaly ill and we needed to have contact with our family in other provinces.

I WAS REFUSED

The next evening my mother in law passed away and we had no way to make arrangements, couldn't communicate with relatives.........it was terrible and frightening all at the same time.

I'm so disappointed, so disgusted, so let down by Vodacom.

Staff at Tygervalley couldn't even empathise with us over our loss. They're more focused on defending Vodacom's PROCESS and chatting and watching clips on their phone's in store while paying customers with real problems are just getting third hand disservice.

Official business reply Dear Customer,

We are sorry to hear of the circumstances under which your posting has reached us and we do apologise for the inconvenience caused.

Please note that your query has been escalated to our Advanced Repair Centre who will be assisting you further. Should you want to track your repair, feel free to Vodacom's Repair Head Office on the following number ********** (tollfree from a Vodacom sim).

Alternately you can forward an email to **********

Regards Consumer Website Team

Today is Monday 8 Oct.......vodacom delivers an even more basic and cheaper router to me to replace my original contracted router........fact and truly shocking.

Shame on Mr. Shameel Joosub (CEO) and shame on Mrs. Sandi Linford (Company Secretary) for choosing to ignore my emails and for ignoring our contractual agreement.