Vodacom Worst Company Ever

If I could give less than 1 star, I would!!

I've placed an order with Vodacom on the 12th of February. It was for three different deals. One for an upgrade on my data package, one for an upgrade for my mother's phone and one for an upgrade on my daughter's phone. The lady assisting me was very helpful and I was very impressed. A fault on my side, because the next few weeks has been a HUGE MESS!!!

On the 13ht of February I received a call asking where the cell phones must be delivered to. I gave the lady two different addresses. One in Ceres for my mother's phone and one in Grabouw for my daughter's phone. I gave her all the correct details, telephone numbers to phone, addresses and the names of the contact persons. This was on a Wednesday and I was told that the devices would be delivered by the next week Tuesday or Wednesday.

The next week, Wednesday 20 February, I decided to follow up on my requests. First I was told that my daughter's phone was out of stock and that it would take another week for her to receive her phone. When I asked about my mother's phone, they told me that they already had two delivery attempts. I then phoned my mother asking her why she didn't open the door for the delivery guys and she told me that she has been home for the past few days awaiting the delivery, but there has never been any body to her house for the delivery. When I started to do more investigating, I realised that Vodacom didn't put down the correct details for her address and they had a telephone number that has been out of service for almost ten years as her contact number. Eventually I spoke to the courier company and got the correct details to them. Now at least I had one happy customer, but my daughter was still waiting for her phone.

Forward another week... I receive a call from my mother that the courier company is in front of her door again, with another cell phone. This is now the cell phone that was intended for my daughter who is living in a different town, about 200kms away. We told the courier company that they had the wrong address and where it must go, but they said that they can't change the address on a parcel, it must be changed by Vodacom.

On 28 February I phoned Vodacom and requested an address change. Apparently I can't speak to that department directly, so I had to wait for them to call me. They only phoned me back on 1 March. I gave them the correct details and decided to wait, because it was the weekend.

On Monday, 4 March, I followed up with Vodacom to see if everything was still on track. I phoned the upgrades department and then the lady told me that the device has been redirected back to Vodacom's warehouse in Johannesburg. I just completely lost my marbles when I heard that. I was made promises upon promises that everything has been sorted out and my daughter will be receiving her phone during that week. The one who I spoke to then told me that I have to start the whole process over again. I refused to do that and insisted on talking to somebody in charge. (If there even is anybody like that at Vodacom)

At long last I got on the phone with a guy called Tersius. I explained my situation to him and he told me that the fault must be on the courier's side, because they didn't do their 3 attempts at delivery and only had one attempt. They where not suppose to send back the phone to Vodacom. He said that he will sort everything out and phone me back.

He actually did phone me back and told me that everything was sorted out and the device will be delivered to my daughter. On Tuesday, 5 March, I phoned the courier company to check up on my delivery. Again they told me that the parcel has been redirected back to the Vodacom warehouse. I immediately phoned Vodacom again and asked for Tersius. He was not available, but they said he will phone me back before the end of the day. He did not.

On Wednesday, 6 March, I phoned again, early in the morning. I was told that Tersius will only be in at 9 o'clock. I asked that he must phone me immediately when he gets in. That again did not happen. I phoned the call centre again and told them that I will hold the line until he is available. Eventually, after holding for a bout half an hour, I got to speak to him. I told him that the courier company said that the parcel was send back to their warehouse and he assured me that he will sort it out. As he told me: "I'm going to our admin department right now, they will sort it out." An hour later I haven't heard anything from him yet. When I phoned the call centre again, they told me that he has been called into a meeting. I told the lady assisting me that she has to wait for him and as soon as he comes out, give him my message and stand with him to make sure that he makes the call. Apparently that is what she did, because not even a minute later, he phoned me back. He told me that he has just returned from the admin department and that they will give me a call in a few minutes. I still have not received that call from the admin department.

After two hours, I decided to contact Mr Tertius again. He didn't want to take my call, and instead just to get rid of me, told the agent that she must tell me that the delivery will happen. I refused to take that as an answer and said that I will hold the line to speak to Tertsius again. While I was holding the line, another lady called Kedi took my call. She said that she was a team leader in the department. I explained me situation to her. She looked up my query on their system and told me that all the promises that this Terstius guy has made, was lies, because he did nothing about my situation at all. She has now taken over my query and I am still waiting on feedback from her.

Currently I am very frustrated with Vodacom and all the staff working there. Making promises that can't be kept, not listening to their clients and taking down the wrong info, not following up with their clients and just poor service overall.

Now I'm sitting with a deal that was made and today the new deals take over and they don't have the same deal that I took out a month ago. Kedi promised me that she will do everything to make sure that I will receive the same deal, but I don't know if I can trust anybody at this company anymore.

This has been the worst experience I've had with any company in my life!!