VODACOM HORRIBLE ONLINE SERVICE

I am so disgusted by the service I received from Vodacom, after being their customer for over 16 years, I feel not only is their service horrible, their staff is very ***********.

I ordered a phone online on contract on the 19 August 2019. The same day, a couple of minutes later, I received an sms and email that says they require my payslip and ID copy. I sent them through immediately and just minutes later, I was approved.

I kept receiving emails on credit vetting and eventually the last response was "Good day, Approved, Thank you'

But this is were my misery began. Their web page states "next day delivery". NOTHING OF THAT SORT. So, I went online just to see how long the delivery actually takes from other customers reviews and most of the people were just complain, but someone answered 2-3 working days on the Vodacom community page.

So, on Tuesday, bright and early I received a call, where the lady ready T's & C's and then asked me to confirm my delivery address which I did with excited under the assumption that delivery would now take place on Wednesday.

She asked if I had questions for her and I asked when will it be delivered, she said "2-3 working days"

I always order stuff online because I don't have much time to go to the mall. On Wednesday, I heard nothing from them. I sent Vodacom a messenger on Facebook. AND they were very helpful and prompt. Bianca called me, very polite and helpful, its a pity she works for such an awful company. Anyway, she said she will escalate it and someone from confirmations will call me.

I got a missed call and when I called back, the agent that picked up told me I cannot speak to the confirmations department and that "they will call you again tomorrow, just make sure you pick" in her words.

So I sent another message to Bianca, who called again. After her efforts, I received the confirmation sms. I called again and this time a gentleman by the name Meshack was very helpful and after holding for 40 minutes, I was eventually told it would be escalated.

After this escalation ,I finally received the tracking number sms. This was now on Thursday. USELESS SMS. I could not track the parcel, it showed no results. Bianca called me again and I explained this... She said not to worry, I will be able to track it on Friday as it will be making its way to me and I would get it on FRIDAY. She said you won't be able to track it now because it is still at our warehouse.

Friday morning, I am still unable to track it. I called them from 10am, I'd be on hold for 20 min and get throught to Boitumelo, Mbali, Michelle, about 9 agents, who all listed and said 'let me put you through, let me escalate" but they would either cut the call or say 'someone will call you". After being on the line for over an hour, I spoke to a lady at 10H55 who said, "I will escalate it and seeing that it is before 12, we can dispatch it and it can get delivered today. As expected, the call got cut off.

I called back and held for 35min and then asked to speak to a supervisor - they put me through to Fezile (online). She listened and as usual she said "It has been invoiced, it has left the warehouse, let me ocntact RAM and find out if they can deliver it at the soonest"

I asked how long should I wait for your call and she said 5minutes. After 5minutes a rude lady - Melissa called me playing the "But the T's & C's state" card... I knew then that I was fighting a losing battle. She goes on to say "It will be delivered on Monday OR Tuesday'

So she also doesn't know. Why can I not track it? She doesn't know. I asked her, why can I not pcik it up from the store or better yet, pay for the delivery so I can get it TODAY. She keeps saying "T's & C's"... She says "at the store they will do another credit vetting, pay for admin and pay for sim activation" FOR WHAT?????????????????????????? Aren't they all Vodacom? whether store or online. I am so fed up with them. I'd really advise people to go for other service providers, a friend of mine did the application online with Telkom and she has the phone already. If they are not *****ing my airtime and data, they are treating customers like **** with their *********** staff that know nothing about standard processes.