Vodacom says, "***** your loyalty!"

Item: Vodacom
Rating: 1

I have enjoyed great service from Vodacom for over a decade, but I would love to be able to forget these past 2 weeks and not have to deal with there call centre ever again. I would like to add that I have remained very calm and patient throughout, which is maybe why the issue is taking so long to resolve. On the 01 May 2016 I visited the Rosebank branch for my long awaited upgrade. Unfortunately they did not have the device I wanted in stock, so I tried another store and they too had no stock, so I app**** for an upgrade online. No one got back to me from the online process despite receiving an email from them saying they would contact me in 24 hours. On the 05 May 2016 I called the upgrades department and spoke to a really friendly call centre agent who said they had stock, completed the upgrade and promised delivery of the device in 72 hours. I also received am sms from Vodacom stating that my upgrade had been processed. On 06 May 2016 I received a strange call from an obnoxious agent who told me that Vodacom were in the process of updating their system, I must go in store fro my upgrade.   I explained that I had been to the store before; the application had already been approved and I was informed they had stock and promised to deliver the device to my door. The agent said that he has had made a mistake, if I had already received the confirmation SMS the upgrade had been complete, then I was correct, and they would deliver the device. 09 May 2016… no device. I called the upgrade department and was told that I should receive the phone the following day. The following day the device did not arrive as promised so I called upgrades department to notify them that I had still not received the device. The agent told me to phone the courier company and gave a reference number. I called the courier company and gave them the reference number, which was incorrect and that they needed a ref number beginning with a Y or U. I phoned the upgrades department again, waited for 10 minutes despite being the only person in the queue, was put through to a supervisor called Janine. I asked Janine for her surname, so I could keep record and speak to her directly should the issue be resolved and she refused. After explaining the situation to Janine, I was told that the courier company had not dispatched the phone, which is why the reference number they gave me was incorrect. Janine apologised and promised to phone me back personally at 9 am the following day. By midday I had not heard back from Janine, so I called again, I was put through to a different supervisor. I asked if I could rather speak to Janine, and he said there was no manager by that name. He promised to phone me back in 15 minutes with an update. He never did. On the 12 May I spoke to a different call center agent, Thabo, who said that the upgrade had not been completed. I told her that I had already received an sms confirming that the upgrade had been complete and when I checked my next upgrade was 04 May 2018. Thabo suggested I cancel the quotation and try in store, but I should phone them first to check that they have stock and are able to assist with the upgrade. Nicole at the Rosebank store said they had stock and could assist but I had to cancel the quotation with the upgrades department, once this was complete she could assist me. I canceled the quotation and they assured me that everything was fine, I just needed my ID and had to pay a R150 administration fee in store!! Drove through to the Rosebank store to collect my device, asked for Nicole. Nicole logged on to the system and said, “Sorry the application has been approved and completed online, I can’t assist you with your upgrade.” I calmly asked her if this was a candid camera moment, and that Vodacom must be playing a joke on me. My best! When I got back to the office, I phoned Vodacare to tell them that I had limited options available, could they put me through to a manager to assist me or the other alternative was to cancel my contract. To which she rep****, “You’re the customer, you tell me.” It looks like I have no option but to cancel my contract. When I went online and logged in I noticed that Vodacom has already s****ed charging me for the device, despite not having it. I have also sent this to all the departments online and today I sit here, with no resolve or device or feedback. I have exhausted every avenue I possibly can. Vodacom has happily upgraded my contract for another 2 years, and charged me for a device I never received. And quite frankly, don’t seem to care.

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Replies (1)

Vodacom's replyOfficial

13 May 2016, 09:05

Dear Customer,

Thank you for making us aware of your complaint.

Please note that a consultant will make contact with you in due course to help with your query.

Regards,
Vodacom Consumer Website Team

Vodacom's reply13 May 2016, 09:05

Official

Dear Customer,

Thank you for making us aware of your complaint.

Please note that a consultant will make contact with you in due course to help with your query.

Regards,
Vodacom Consumer Website Team