Vodacom has lost millions of customers this year (2024), now I'm seeing why!

I've been a loyal customer to Vodacom since the 90s and for the most part they have delivered good services. Unfortunately, the past few years have not been so good, mainly due to the customer services interface. Previously getting a phone upgraded took around 3-5 days in total, no fuss - good communication, and prompt delivery.

My experience this year however has just been atrocious - I've been struggling to get an upgrade done since the 24th of October, that's nearly two weeks :-( Trying to get this resolved through the customer channels has been challenging to say the least - the agents simply don't follow up/through on the specifics.

Keep in mind - I'm trying to purchase a phone here, this is sales....

I have 4 phones & two tablets all with data plans - spending around R8K every month - and have been loyal to Vodacom, mainly because their service has been good - but as I said, not so much lately.

At this point I am considering going over to MTN - not because they are better (don't know really) but as a way of pushing back. There is no real interface for the customer to complain & discuss with Vodacom about concerns. Today I asked to speak to a manager to escalate the fact that I've not been successful in getting an upgrade done - and was told that there was no option to do this?

To this end the only option then is to vote with the wallet.

The purpose of this complaint on Hellopeter? My hope is that someone in this organisation actually remembers why the customer is important....and gives them a call!