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1 reviews | Active since Jul 2011

21 Sept 2018, 20:50

Vodacom hear the words but refuse to listen

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.........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.

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.

0
Replies (7)
Vodacom
Vodacom's reply22 Sept 2018, 09:05
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

Vodacom
Vodacom's reply22 Sept 2018, 12:56
Official

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

's update27 Sept 2018, 10:24
Reviewer Update
Yesterday I respectfully requested that the head of Vodacom's CEO Complaints Division call me..........he she wasn't bothered. I sent emails........ nobody called. Vodacom "sms'd" me to say they were "escalating" my complaint and that now it was going to take an additional five to seven working days for me to get my "replacement" router! Our mother passed away and even after we put her to rest Vodacom still drag their heals. I wonder if I worked for Vodacom whether I'd still be waiting ?? How very disappointing......
's update27 Sept 2018, 10:28
Reviewer Update
Perhaps I should just go queue at Vodacom so that Vodacom can personally SLAP ME IN MY FACE........what now I ask, is the difference?
's update27 Sept 2018, 10:29
Reviewer Update
Vodacom Repairs job no. ********** 0 has been sent to the Advanced Repair Centre for a higher level repair. Vodacom Repairs job no. ********** 0 has been received at the Advance Repair Centre. The turnaround time for a warranty repair at the Advanced Repair Centre will be approximate 5-7 days
's update27 Sept 2018, 10:30
Reviewer Update
"Ferguson, don't you dare call me and feed me with false hopes"
's update27 Sept 2018, 10:31
Reviewer Update
Dear Customer Thank you for your e-mail communication received. Your reference number is EC-1KPB-2PAG9W In light of our commitment to service excellence and continuous improvement in supporting our customers, our promise is to attend to all e-mails within 24 hours. 1. If you have a new query, please create a new email then add a subject line with a JOB/IMEI number in question. Any requests sent to personal e-mail addresses will not be dealt with 2. Our consultants will respond to your query via the Service Request Mailbox and this does not change. IMPORTANT, if you would like to respond, follow-up or send through additional documents, please send a mail and keep the existing service request (SR) reference number in the subject line. Do not use the same reference number for a different query as the e-mail will automatically be attached to the existing SR. Thus, the SR will automatically be updated and flagged for attention by the team member dealing with this SR. If the SR reference number is not in the subject line, then a new SR will be created and that results in duplicate SRs. NB: Our office hours are from 8am to 5pm, Mondays to Fridays (excluding public holidays). Kind Regards Vodacom Repairs Escalations Team