Vodacom makes upgrading a nightmare with nonexistent service

<p>On Monday 30 January I went online to do an upgrade. I did the whole thing, got an email to confirm it, and nothing else. On Wednesday I tried calling to find out whats going on. Calling the online help number is useless as you get rerouted to customer service and they tell me to call the online help number. Keep in mind I held on for 25 minutes before the call was answered, and everybody just tries to pass you to the next operator. The guy then tells me to call a number to upgrade via telephone as they at customer services. I did that, waiting just 15 minutes this time. When I finally do the upgrade, first of all they cannot see anything of my first application and don't want my ordernumber as only the online department, that is impossible to get hold of. So I decide to do the upgrade on the phone, hopefully this time it will work since I'm speaking to a person. First of all, I'm not allowed to get the deal I wanted, i.e. a phone witha headset, I can only get the phone as the other deal is only for online deals and as we now know, it does not work, so I go ahead with the upgrade.</p> <p>I am told that I will be called soon by someone to confirm all the detail and to tell me when the phone will be delivered. This was before 12h00. I read on their website if a deal is done before 12h00, you get the phone the next day. I phone again around 16h00 as nobody called me by then. I am then told it can take 24 hours to be called, so no phone the next day. Oviously there will be small print on that next day delivery I missed.</p> <p>I decide to call again a day later at 15h00 as I still have had zero contact from Vodacom. I wait again for just over 10 minutes altough the system said I'm number 1 in the queue. I'm told the upgrade is in process and they will call me. When I ask when, she has no answer and says she will escalate the issue. I ask please do that and also put me trough to the complaints department. She then puts me trough to customer service, not complaints, big surprise. I hold on another 20 minutes before I get an operator. The lady tells me she will transfer me to complaints and when I tell her howlong I have been on the phone, she asks the number to try and see whats going on. Apparently the upgrade shows pending as something has not been completed or done correctly on their side, she contacts upgrades and this time only a minute or two later she has someone on the line that promptly asks all the security questions again, and then tells me they will call me back.</p> <p>What a nightmare dealing with these people. It's really not worth saving the R150 upgrade fee doing it online or on the phone and then getting this kind of service. </p> <p>Really shocking to put it mildly!!!!</p>