Vodacom service excellence
On the 18th of January, Robin from Vodacom technical contacted me and I attempted to remedy the internet reception issue. The result however was that he would recommend that I be released from the contract without penalties. I am still not in favor of this alternative since I remain a LOYAL Vodacom customer (4 contracts with Vodacom). I unfortunately then had to research other internet options because of the reception issue. I then signed up with a different internet company and I am extremely satisfied after trials were ran for weeks now. On 30 Jan 2022, Vodacom cancellations department was contacted to cancel the internet contract. It was discovered that Robin never made the recommendation, the telephone call was eventually cut by Vodacom and the consultant never returned my call! Vodacom's service is very weak and it is getting worse by the day. Numerous service requests were logged and calls made by me to remedy the reception issues. I am extremely disappointed in Vodacom's service. I sincerely hope that the managerial staff can remedy the image of the company.
Consequently Vodacom cancellations department was contacted on 6 Feb, 2 Feb, 31 Jan (6 times) - with always the same reply - back office, back office, back office, back office, back office, back office, back office, back office, back office, back office, and someone from management will contact me, someone from management will contact me, someone from management will contact me, someone from management will contact me, someone from management will contact me, someone from management will contact me, someone from management will contact me, someone from management will contact me, someone from management will contact me. Nothing and no contact has been established from Vodacom! Every time I spend at least half an hour on the line! On 2022/02/13, I went in to a Vodashop and Cellucity - just to establish that there is no cancellation processed on the system and that there is nothing that the personnel can assist me with!
On 16 February I finally received a telephone call and response from customer care that stipulates the following:
"Good Day
Thank you for your email and taking my call today on ***********.
I would like to take this opportunity to express our sincerest apologies for any inconvenience that you may have experienced. This is certainly not in line with Vodacom’s aim in achieving service excellence.
As per our discussion, we have requested that the consultant (Robin) who you have spoken in regards to your Network query reference *** make urgent contact and provide feedback and resolution. In addition we also requested that management intervene.
Thank you for your continued patience.
Are you happy with the way I assisted you today?
You might get an sms from Vodacom asking you to rate the level of service I have provided. We would appreciate if you could provide your feedback.
Here are some of Vodacom’s easy-to-use self-service channels available to you:
My Vodacom App
Vodacom Portal (www.vodacom.co.za)
WhatsApp TOBI ***)
USSD *135#
Regards
Sebastian Dreyer
Customer Care
eService Team
Then on 2022/02/22 a technician from Radio section arrived at my residence. For what reason is still not clear since I have experienced internet connectivity issues for years!
Then on 2022/02/25, Vodacom upgrades contacts me telephonically to inform me that I am due for an upgrade on all three contracts - which was an outright lie. I totally lost my sense of humour for the ignorance and utter shameless approach of Vodacom! Apparently this conversation was recorded.
The lack of service is amazing and the lack commitment even worse!!!!
PS: I still need to cancel the internet contract!
