Vodacom online, false advertising and really really bad service and lies

I logged onto the Vodacom website on 13 Feb at 07h30 to do an upgrade. I did it early to be able to get the free next day delivery as is still stated on the website. After doing the upgrade, I got a reference number and a bit later an email with the same reference number and a statement that a call center agent will call me within 24 hours. As it's been my experience that these kinds of calls are hardly ever made by Vodacom, I called the call center at around 11h30.

The agent I spoke with said there is no log on the system of any upgrade on my number, but she will help me to do an upgrade over the phone. So it seems the website is not really working as it should. I went trough the process and in the end she confirmed the device and address. I should state here, and this was my fault, when she rambled off the terms and conditions over the phone, I could not really hear what she said, but as the device and address was correct, I was not too bothered that I could not properly hear what she was reading to me. At the end she told me the order is basically complete and I will now receive a call to confirm the order.

Around 16h30, I called the call center to find out when I can expect the confirmation call. It seems straight forward to me, so I do not understand why it will take that long. The lady I ten spoke to said it takes 24 hours. I then told her I specifically did the upgrade to receive the phone the next day. First she said that to receive the phone the next day, I had to plave the order before 08h30 in the morning. I told her the initial order was made at 07h30, and the telephonic one at 11h30. She then changed her story and told me that Vodacom does not have a next day delivery anymore. I told her she can open the web page now and will see the next day delivery big on the first page. She said they are in the process of removing it. I told her they are then doing false advertising and she apologised for it, but said it now takes longer. She then got the original agent I spoke to, to speak to me. She told me I should have stopped her at the terms and conditions as she told me it takes 3 to 5 days for an upgrade. I did an upgrade late last year and got the phone the next day, so all this is news to me. She then asked me if I want to cancel the order as she will be happy to cancel my order. I was not happy with the bad attitude, but asked her if she can at least tell me when I can expect the confirmation call. She told me it takes 24 hours. I then told her it means I should receive a call be 11h30 on 14 February as she said yes. I told her it will not happen as I never get called back by Vodacom.

Guess what, I called the call centre at 11h40 today as I never got the promised call yet. I was told again my order is complete and just waiting for the call. i told her the 24 hours expired so now what. She told me I should get the call by latest 18h00 today, 14 Feb. I told her they should then not say 24 hours, as apparently it's more like 30 hours, and that is if I get the call.

The call centre agents at Vodacom are consistently passing the buck, changing their story, but is no accountability. No one says let me find out, or let me try to help you. There is just no consideration for the frustrations of the client. They are very friendly when you place a call, and the moment you have a query or complaint, the treatment and attitude is rude and no attempt is made to help the client. All they want is that the client must keep quiet and wait. How long we must wait keeps getting longer and longer. When I placed the order, I was told I'll get the call, no timelines were given. That gives the impression of probably in an hour or two. Then I'm told 24 hours, and now that the 24 hours are passed, the end of the day. When I'm not called at 18h00, I wonder what excuse I'm going to get then.

Really bad Vodacom, you are supposed to take care of your clients. I had such a good experience at the services center in Centurion recently when I gave in a device for repairs. Friendly staff, good communication, great service, and now the online team just ruins it all.