Vodacom the Worst Network, Fails Spectacularly.

Vodacom spectacularly failed to follow through on every single thing they told me. I have never experienced such poor service from anyone as I have received from Vodacom in the last two months. And I am sure I am not the only person that feels this way.

At the end of June 2022, I upgraded my cellphone contract at Vodacom to a data contract where I receive a laptop which I desperately need for work. However, after ordering a Silver HP laptop with 8GB RAM I received a Black HP with 4GB of RAM. At the time it was not a big concern as I knew that I simply had to request a collection of the device within 14 days whereafter I would then be able to re-order the correct device. I did just that and phoned Vodacom online. I then spoke to a woman who at the end of the call assured me that the upgrade was cancelled and that RAM Couriers would come to collect the device.

The next day I received no confirmation that my request had been actioned so I phoned Vodacom again to confirm whether the device will indeed be collected and asked why I had received no confirmation from Vodacom to assure me that my request for collection has being actioned. Again, I spoke to a woman from Vodacom online who told me that I would not receive any communication from Vodacom regarding my request for collection until the device has already been collected and that I must wait 14 days before it will be collected. Although it did not completely make sense to me, I foolishly accepted that a Vodacom employee would know their processes and trusted that she knew what she was talking about.

More than 14 days after the request for the collection of the device, the device had still not been collected! I then phoned customer care and followed the voice prompts and reached a person called Michael. Michael was very understanding of my situation and said that he will immediately escalate my case and that ALL calls are recorded and that he would launch an investigation where after the device will be collected. He also stated that it would take up to 72 hours and that I must be patient. I waited three days and phoned again on the fourth to enquire about the investigation. I then spoke to a man named Joy who told me that he saw no record of the investigation and that he too would escalate my case and "send an email to the back office for an investigation".

At this point, I no longer trusted the word of any Vodacom representative and proceeded to phone again the very next day. This time I was forwarded to the After Sales department and I then spoke to a man whose name I regrettably can't recall. He then informed me that the investigation was complete and that the 'Backoffice' found no record of my calls, insinuating that I was making everything up. I requested that they launch another investigation to check the call logs again. I was then told that they cannot do so and that all I can do is to cancel the contract and pay a settlement!? I am appalled!

Not only does Vodacom expect me to have to pay for more than one mistake made by Vodacom employees. But I was also accused of lying and spoken to like a petulant child. How pathetic can the service from Vodacom get!? First I am assured that the device I am ordering is correct and then I receive something completely different! Then I am assured that the device will be collected and receive no confirmation or proof. I am assured that my request for collection has been actioned and then no one comes to collect the device. I am assured that Vodacom will resolve my matter and then receive no communication from them. Then I am assured that all calls are recorded and afterwards get told that no records of my calls can be found. If I could give less than one star I would. Vodacom truly is the worst network. I am sure that there have been multiple cases such as this where customers get forced to pay settlements because of mistakes made by Vodacom employees. And Vodacom is too pathetic to admit any blame.