VODACOM TERRIBLE CUSTOMER SERVICE

The WIFI at our Kock Street address has been off for 3 weeks. We have been calling vodacom non-stop to get it fixed as this is severly affecting our business. We have received multiple excuses from their side, or they keep on telling us that they are escalating the matter, or that they have to wait for a technician. We have phoned again today 02/02/2024, the first line serviced providers said that they have once again escalated the matter to the second line service providers and that we should please phone them. We phoned them and had to wait forever for someone to answer the call. I spoke to a lady (I can unfortunately not pronounce her name) and she was not a very big help at all. I have explained the entire problem to her again and she said that she will once again escalate the matter to the technicians, I told her that we will not be waiting for them to escalate it once again and that we need a solution right away. She did not answer so I asked her again what the solution will be, and she said she can transfer me to her manager, I answered that she must please put me through, and she just dropped the call. This is Incredibly unprofessional and ridiculous that a paying customer has to wait for 3 weeks to get the service provider to actually provide the service whilst we have got our own guests to provide this service to.

These are the dates and times i have called and spoken to them as well as the amount of time we were speaking and the feedback i got from that call: 17/01/2024, 12:47, 01:00minutes - VODACOM DROPPED THE CALL AGAIN 17/01/2024, 12:48, 02:42minutes - SAID THEY WILL ESCALATE IT, GAVE THE REFERENCE AND DROPPED THE CALL AGAIN 17/01/2024, 12:54, 02:17minutes - CALLED AGAIN AND THEY INFORMED ME THAT THEY ARE WAITING TO HEAR FROM A TECHNICIAN AND THAT THEY WILL CALL US ONCE THEY HAVE RECEIVED FEEDBACK - THEY DID NOT CALL BACK AT ALL 18/01/2024, 09:28, 06:04minutes - I CALLED AGAIN, THEY TOLD ME TO UNPLUG THE ROUTER ETC - (which I have done many times) WHEN ALL THE STEPS DIDN'T WORK, THEY TOLD ME THEY WILL ONCE AGAIN ESCALATE IT TO A TECHNICIAN 22/01/2024, 07:43, 12:20minutes - THEY ONCE AGAIN WANTED ME TO UPLUG THE ROUTER AND FOLLOW THE STEPS AND THEY AGAIN TOLD ME THEY WILL UPDATE A TICKET AND ASK A TECHNICIAN TO HAVE A LOOK AND CONTACT US - NO ONE GOT IN CONTACT WITH US 22/01/2024, 09:29, 13:45minutes - I FOLLOWED UP ONCE AGAIN CAUSE WE DID NOT RECEIVE FEEDBACK FROM THEM, AND THEY PUT ME ON HOLD WHILE THEY WANTED TO FOLLOW UP - ONCE AGAIN TOLD ME THAT THEY WILL ESCALATE THE MATTER AND GIVE US A CALL BACK - STILL ONE ONE CALLED BACK 22/01/2024, 12:24, 03:58minutes - I ONCE AGAIN FOLLOWED UP AND EVENTUALLY THEY DROPPED THE CALL AGAIN 22/01/2024, 12:28, 04:05minutes - I PHONED BACK AND THEY JUST TOLD ME AGAIN THAT THERE IS NOTHING THEY CAN DO, THEY HAVE TO WAIT FOR A TECHNICIAN 31/01/2024, 08:51, 09:23minutes - I FOLLOWED UP AGAIN - AND THEY SAID THAT ACCORDING TO THEM, THE TECHNICIAN PHONED US ON THE 26TH OF JANUARY 2024 (WHICH IS COMPLETELY FALSE) AND THAT THE DATE HAS BEEN RESCHEDULED TO THE 29TH OF JANUARY 2024 (ALSO NO-ONE SHOWED UP). WE HAVE ALSO EXPLAINED TO THEM THAT OUR MAIN OFFICE IS AT 15 CHRISTIE DE WITT STREET SO THEY WOULD HAVE TO CALL US IF THE TECHNICIAN ARRIVES. I HAVE SUPP**** ALL OF OUR TELEPHONE NUMBERS SO THAT THEY COULD GET A HOLD OF US WHEN THEY ARE ANYWHERE AT ANY TIME. THEY HAVE NOT PHONED US ONCE AND NOT ONCE WAS A TECHNICIAN AT THE PREMISES TO ASSESS THE PROBLEM. THEY JUST TOLD ME ONCE AGAIN THEY WILL FOLLOW UP WITH THAT TECHNICIAN AND GET BACK TO US 01/02/2024, 10:26, 14:49minutes - I FOLLOWED UP ONCE AGAIN CAUSE WE DID NOT RECEIVE FEEDBACK FROM THEM, AND THEY PUT ME ON HOLD WHILE THEY WANTED TO FOLLOW UP - ONCE AGAIN TOLD ME THAT THEY WILL ESCALATE THE MATTER AND GIVE US A CALL BACK - STILL ONE ONE CALLED BACK 02/02/2024, 08:34, 03:33minutes - CALLED AGAIN, AND THE FIRSTLINE PROVIDERS SAID I SHOULD PHONE THE SECONDLINE PROVIDERS BECAUSE THEY CANNOT HELP ME. 02/02/2024, 08:37, 11:31minutes - I CALLED THE SECOND LINE PROVIDERS, AND NO-ONE ANSWERED THE PHONE 02/02/2024, 08:49, 03:08minutes - I CALLED AGAIN, AND ONCE AGAIN, NO-ONE ANSWERED AGAIN. 02/02/2024, 08:53, 12:39minutes - I PHONED AGAIN AND EVENTUALLY A LADY ANSWERED THE PHONE, I HAVE TOLD HER THE ENITRE ISSUE AGAIN, AND THEY SHE KEPT TELLING ME THAT THERE IS NOTHING SHE CAN DO AND THAT SHE WILL HAVE TO ESCALATE THE MATTER TO THE TECHNICIAN. I TOLD HER THERE IS NO WAY THAT THEY WILL ESCALATE THIS AGAIN AND WE WANT A SULOTION NOW. SHE DID NOT ANSWER ME AT FIRST, SO I ASKED AGAIN WHAT THE SOLUTION WILL BE AND SHE SAID SHE IS GOING TO TRANSFER ME TO HER MANAGER AND I SAID IT'S FINE, AND SHE IMMEDIALTELY DROPPED THE CALL AGAIN!!! 02/02/2024, 09:06, 06:32minutes - I CALLED AGAIN, AND ONCE AGAIN, NO-ONE ANSWERED AGAIN. 02/02/2024, 13:09, 07:17 - I CALLED AGAIN, AND ONCE AGAIN, NO-ONE ANSWERED AGAIN.

After all of this i went to the the Rustenburg Vodacom Branch as well, to try and get it sorted as well, but again, the only feedback we are getting is that they will follow up!!!!

WE NEED THIS SORTED ASAP!!!!