AJ
Andrew J
1 reviews | Active since Apr 2013
16 Oct 2020, 10:01
Vodacom Fibre - Disappointing and to be avoided
Vodacom Fibre: Dear Vodacom, your after sales support is extremely disappointing. Having signed up with Vodacom for fibre I have now been sitting without connection since the 6th October 2020. The first call was made on the 8th of October and to date no action has been taken in order to resolve the problem. I have contacted Vodacom 4 times and every time I am promised that the topic is escalated and will receive attention. I have gone so far as to send a photo of the broken fibre line, but no action still. I cannot believe that it is somehow acceptable for a customer to sit with an issue for 8 days without any action been taken. This is totally unacceptable. I have been extremely patient to date, but no more. I will be cancelling with Vodacom and would like to make others aware of what to expect should you have any Fibre issues that are linked to their Fibre line provider.
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Replies (3)0
Replies (3)
Vodacom's replyOfficial
16 Oct 2020, 10:54Dear 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
Vodacom's reply16 Oct 2020, 10:54
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
AJ
Andrew J's updateReviewer Update
16 Oct 2020, 11:15Hi Vodacom, thank you for the reply, but I do not wish to speak to another consultant. I expect to speak to someone in a management position who is responsible for customer support relating to the Fibre side of the Vodacom business.
There is a fundamental flaw in the after sales support and this needs to be understood and corrected.
There is a fundamental flaw in the after sales support and this needs to be understood and corrected.
AJ
Andrew J's update16 Oct 2020, 11:15
Reviewer Update
Hi Vodacom, thank you for the reply, but I do not wish to speak to another consultant. I expect to speak to someone in a management position who is responsible for customer support relating to the Fibre side of the Vodacom business.
There is a fundamental flaw in the after sales support and this needs to be understood and corrected.
There is a fundamental flaw in the after sales support and this needs to be understood and corrected.
AJ
Andrew J's updateReviewer Update
16 Oct 2020, 14:14For the 5th time I have contacted Vodacom and this time requested to speak to the manager on duty. I was informed there are 3 team leaders but they cannot transfer me to them and they will need to call me back. My question is how long must I wait to receive this call? This was already 1.5 hrs ago.
I am truly shocked at the service of Vodacom and that customer satisfaction is so clearly one of their lowest priorities. I would expect that when you speak to a Vodacom representative and they ensure you that they will give you a call with an update or feedback that this is then done. I would expect this even more so when it is a topic that has been escalated twice already with the representatives reached.
Come on Vodacom ..... where are you??? You are so quick to sell a product and sign clients up, but then you cannot deliver any after sales service. It is unfortunate that it needs to reach this point .... but customers are left without options when a service they are paying for is simply not provided and when every nice/normal effort made to get it resolved falls on deaf ears.
I am truly shocked at the service of Vodacom and that customer satisfaction is so clearly one of their lowest priorities. I would expect that when you speak to a Vodacom representative and they ensure you that they will give you a call with an update or feedback that this is then done. I would expect this even more so when it is a topic that has been escalated twice already with the representatives reached.
Come on Vodacom ..... where are you??? You are so quick to sell a product and sign clients up, but then you cannot deliver any after sales service. It is unfortunate that it needs to reach this point .... but customers are left without options when a service they are paying for is simply not provided and when every nice/normal effort made to get it resolved falls on deaf ears.
AJ
Andrew J's update16 Oct 2020, 14:14
Reviewer Update
For the 5th time I have contacted Vodacom and this time requested to speak to the manager on duty. I was informed there are 3 team leaders but they cannot transfer me to them and they will need to call me back. My question is how long must I wait to receive this call? This was already 1.5 hrs ago.
I am truly shocked at the service of Vodacom and that customer satisfaction is so clearly one of their lowest priorities. I would expect that when you speak to a Vodacom representative and they ensure you that they will give you a call with an update or feedback that this is then done. I would expect this even more so when it is a topic that has been escalated twice already with the representatives reached.
Come on Vodacom ..... where are you??? You are so quick to sell a product and sign clients up, but then you cannot deliver any after sales service. It is unfortunate that it needs to reach this point .... but customers are left without options when a service they are paying for is simply not provided and when every nice/normal effort made to get it resolved falls on deaf ears.
I am truly shocked at the service of Vodacom and that customer satisfaction is so clearly one of their lowest priorities. I would expect that when you speak to a Vodacom representative and they ensure you that they will give you a call with an update or feedback that this is then done. I would expect this even more so when it is a topic that has been escalated twice already with the representatives reached.
Come on Vodacom ..... where are you??? You are so quick to sell a product and sign clients up, but then you cannot deliver any after sales service. It is unfortunate that it needs to reach this point .... but customers are left without options when a service they are paying for is simply not provided and when every nice/normal effort made to get it resolved falls on deaf ears.