Vodacom Upgrades - Like Minds Terrible Customer Service

Vodacom Upgrades Team: Like Minds

I was on the web looking for a laptop with specs that met the needs of my freelance work, that was within my budget. This laptop is intended to assist in providing me with an income.

24th October I found a 36-month deal for an ASUS TUF laptop on Vodacom's website. I proceeded with this as an upgrade deal. The website mentioned that there is no stock, however, if I do place the order I will receive delivery within 3 weeks (3 weeks end 21 Nov).

The following week I called the Upgrades department at Vodacom (Like Minds) to find out the status of my order. The response was that there is no stock of the device and they could not provide further information.

After more than 10 follow-up calls, I then made a request in 6 different calls to speak with a manager who would be able to provide a response and get someone involved who would take accountability.

An agent confirms that they will not be receiving stock for the month of November.

It was only on 14 Nov, after I had contacted Vodacom Customer Service, that I was put in touch with the Customer care manager. This person assisted me with getting in contact with Lennon, the manager for Like Minds.

During this time, it was discovered that Like Minds had canceled my upgrade on 11 Nov. This was done without my knowledge. This was also done because they were unable to provide the product within the timeframe that was committed to.

Their reason for canceling the order was a manufactured answer, saying that I was unreachable and that I was attacking their consultants. I challenge them to provide me with the proof as all of the calls are recorded.

Customer care confirmed that the answer was not believable and continued to assist with getting Like Minds to commit to the upgrade.

I provided the upgrades team with multiple alternative options as advertised on the Vodacom website. They had no stock of any of the advertised laptops. I then gave them an opportunity to provide an alternative that would meet the specs of said ASUS TUF. They could not.

Finally, on 15 Nov, Lennon confirms with Customer care that the device will be delivered on 25th Nov.

I then contacted Lennon and complained about the service that I had received; about the cancellation of my upgrade without my permission; and about the fact that a month later I still have not received the device.

In the same mail, I requested to be compensated as an act of good faith from Vodacom to help repair and maintain our business relationship. Proactively, I provided him with 3 compensation options as a guide to what I would be satisfied with if he was unable to come up with something himself.

Options advertised on the Vodacom website: - A 500GB data deal (Black Friday special) which was advertised as R299 x36 months, as a replacement for the contract's original 5GB data for the contract term.

- A TV or Monitor. The TV that I provided was a TV advertised on special for R3500.

- A Huawei smar****ch that was on special for around R3500.

Lennon was unfazed about trying to repair the relationship as he felt that getting the device delivered sometime this month, was good enough.

He goes further and sends me an extract from the terms and conditions on Vodacoms' website, loosely stating that they can change deals; contract terms whenever they want to and they cannot be held accountable.

In my humble opinion, this is in breach of the Consumer Protection Act. Habitual offenders of bait marketing such as Game Stores, are constantly being held accountable for their actions in this regard.

Today, 24 Nov, I requested feedback and I was told that delivery will be made "Sometime next week".

My advice to potential clients:

Vodacom is intentionally baiting customers and does not intend on holding themselves accountable when it comes to customer service and delivering products timeously. Rather explore your options at companies like MTN or Rain where at least you know customer service and customer retention are the priority.