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asante P

1 reviews | Active since Aug 2014

22 Aug 2020, 11:40

Vodacom Poor Service

Asked for a fibre relocation. Address is down the road on the same metrofibre network. The place already has fibre installed , ONT and wallbox. For the last 23 days have been getting feedback that a technician called Khensani will lodge a service order. Today after 23 days I am told they realised that Khensani has been having a problem with his laptop and has not issued a Service Order as a result. I ask who I can escalate to, I am told they will get their manager to call me back, I have been told this 3 times before and no manager has called me back. So I call Billing/Accounts as per the number given to me, ***, to get the bill for this month removed as I have received no feedback. It turns out that Vodacom, in all their genius, have setup the Billing/Account number such that if your account is in arrears it goes straight to the accounts department, if you are NOT in arrears then it takes you to Customer Services. So Vodacom besides being not being able to timely pick up that one of their technicians is not doing work , Vodacom are very willing to talk to me if I owe them money but want me to jump through hoops when they owe me money!!????

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Replies (4)
Vodacom
Vodacom's reply22 Aug 2020, 13:32
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 
aP
asante P's update24 Aug 2020, 09:50
Reviewer Update
Have still not been called back. Noting also that the Vodacom Consumer Website Team put out this generic message without no one really ever calling you back. Instead I called the "Vodacom Fibre Contact Centre" AGAIN this morning, it is clear that the outsourced Bites team are powerless to actually escalate the problem. They just keep repeating the same rhetoric, that they are a contact centre and all they can do is send an email and HOPE that something gets done. Vodacom has done a great job of isolating themselves from their customers by putting a powerless middleman in between
aP
asante P's update28 Aug 2020, 11:17
Reviewer Update
Your feedback was dismissive and disappointing a I have come to expect. You have flouted the concept of provide me a service and I will pay a fee. Instead I have paid the fee and you have taken zero initiative to actually provide me a service. Your team spent 26 days without doing anything on my request for an activity that should have taken 1 week and when I complain that I have paid and not recieved the service your dismissive response was again that its 30days so you have to pay either way. Your customer interaction systems are horrible, customers always have to start from scratch with each consultant. The consultants themselves are either powerless, rude, condescending. There were a few that were really helpful. In general your customer interaction process is really pathetic. Have a look at Multi-choice/DSTV , you will learn a lot
aP
asante P's update28 Aug 2020, 11:23
Reviewer Update
As an example, when you call *** you are at some point told to input your ID Number related to the account for the consultants to be able to assist you quicker, then when the consultant picks its 100% clear that they are not on your profile and the inputting of the ID was a waste of my precious time