Vodacom Fibre: Truly the worst customer service I have experienced in a business yet.

Vodacom Fibre: Truly the worst customer service I have experienced in a business yet.

I am not one to complain easily, I know we live in Africa and do not always see the best service delivery.

I also try to be reasonable when it comes to complaining, because sometimes it is out of control of the person involved, but what I have experienced with Vodacom Fibre in the past few months have been absolutely horrifying.

We got Fibre installed in our complex, Yonder Hill mid 2017. Vodacom missed all their target dates for the installation and continually gave empty promises and excuses for their service delivery since day one.

Once installed, it took almost 4 months of phoning their contact center (of which your call gets dropped almost every time after holding for about 5 mins) to get back our free month of Fibre that was promised to residents who signed up.

On top of the endless phone calls and frustrations, the contact center also takes weeks to answer any emails, or never answer at all.

Since Sept 2017, our line has been functioning at a fraction of the advertised speed. It is a 20mbs Fibre line which regularly operates below 1mbps.

Once again a million calls had to be made to the contact center before we received any help. Our complex was eventually put into correspondence with one of Vodacom's senior managers, Mr Chris Austin, who replies on every third email with more empty promises.

After 7 months of poor line speed, Mr Austin managed to re-actively increase our line speed back to 20mbps by 1 March 2018, even though a permanent fix is still not in place 8 MONTHS LATER!!!!! We are also still not able to view our data balances at all.

I have been trying since last week to cancel my Fibre line with Vodacom, since I am left with no other option.

3 emails and 4 calls to the contact center later, and I still do not have a quote for the cancellation of my line ( I find it ********** to say the least that I have to pay a penalty after Vodacom breached their part of the contract in the first place).

I believe I am a reasonable person, but Vodacom has truly shown that they have no work ethic, honour or professionalism. I will advise all people to keep their business away from this company.

Regards

Loedolff