VODACOM'S NON EXISTING CUSTOMER CARE SERVICES

Dear VODACOM -

After being without internet for 2 weeks and phoning multiple times to enquire about the progress of the issue, i was told (after 2 weeks) that the modem is faulty and if i want a new modem i must renew my fibre contract, which i did immediately. A couple of days later the new modem was delivered.

Well, what a disappointment, this is the most pathetic modem ever because close to the modem the download speed is 76 and upload speed is 75. (this is with a 100 up and 100 down line). If i move 2m's away from the modem the download falls to 60 and upload to 66, but moving even further away, 15m's in any direction, the readings drops to 28 down and 23 up and 28 down and 33 up.

Again i logged a ticket via email 20th February 2024 and in person at Vodacom HO on 24th February 2025. Yet again no response from Vodacom.

I phoned the call centre on the 26th just to be told the matter will be escalated, i then asked how many times will this matter be escalated before i see results? The consultants answer was, that's all he can do. My response to the consultant was that i give Vodacom 24 hours to fix the issue, which was COB 27th February 2025 . Well the 27th has come and gone and still no response, no technician, no nothing.

VODACOM - Now i am publicly telling you that you are in breach of contact and that i am now terminating my Fibre Contract with you with immediate effect.

YOUR CUSTOMER CARE SERVICES ARE NON EXISTING, not a team leader, not a manager, not a senior staff member nor a director wants to take responsibility for this issue.

VODACOM - What is Customer Care????? - it seems VODACOM has forgotten what Customer Care is - Let me enlighten you !!!! NB!!! NB!!!

"Good customer service involves providing support to a customer in a way that is satisfying to the customer and resolves their concerns or answers their questions about a product or service. The best customer service is timely, respectful, and reflects positively on the company or business. Customers who receive good customer service are more likely to recommend or feel a sense of loyalty to the company or business." https://study.com/learn/lesson/what-is-customer-service.html

and "Three important qualities of customer service are promptness, professionalism, and empathy. Customer concerns should be handled in a timely manner so that the customer does not become more frustrated by being forced to wait. Professionalism ensures that customers are treated with respect and that the company is represented to the customer in a good light." https://study.com/learn/lesson/what-is-customer-service.html