Vodacom, where cutomer care is not part of business culture

<p>On 20 January 2017 I contacted the upgrades department of Vodacom to renew my cell phone contract. I opted for the new iPhone 7 Plus handset. On 23 January 2017 a new handset was delivered by courier to my house. However, when I opened the parcel I discovered that an iPhone 7 and not an iPhone 7 Plus was delivered.</p> <p>On 24 January 2017 I telephoned the upgrades department to inform them that the wrong phone was delivered. Roshelle Packrisamy, the agent who handled my order, confirmed that the wrong handset was delivered and promised that she will see to it that the handset be picked up and exchanged for the correct handset.</p> <p>2 Weeks later, after the incorrect phone was still in my possession, I phoned the upgrades department en insisted to speak to Roshelle Packrisamy’s supervisor. She agreed that it was unacceptable service and that she will get back to me. A couple of hours later Roshelle Packrisamy phoned me to explain that she had requested the handset to be picked up from me and that the handset needs to be returned before the correct handset can be sent to me.</p> <p>It is now another week later (3 weeks after the incorrect handset was delivered) and still nothing has happened. I decided to lodge a complaint via the Vodacom Customer Care department and post on the Vodacom Facebook page my tragic experience.</p> <p>I got the customary answer from Customer Care, informing me that they have received my complaint and will be looking into the matter and a Facebook reply requesting more information. Both reactions seem to be from automated reply services which will most probably go no further than the automated reply. I copied Roshelle Packrisamy in on all of my correspondence. Needless to say that she did not even react as she has most probably lost interest in this persistent client insisting on getting what he ordered</p> <p>As from today I will embark on an endeavor to try and resolve the problem by escalating my problem up the organizational hierarchy one level a week to see how long (if ever!!) this problem is rectified. I will be doing a daily post on Facebook to report on any reaction from Vodacom.</p> <p>We as consumers have a right to demand proper service in South Africa. My payments to Vodacom exceed R 3 000.00 per month. This includes 2 cell phone contracts and a fibre internet service. If this is the type of service I get, can you imagine what a poor person with a pre-paid cellphone from Vodacom might experience – I cannot even think how absolutely alone and rejected such person must feel when he/she is treated with such utmost disdain.</p> <p>Watch this space and see what happens!</p>