WITHOUT A PHONE FOR CHRISTMAS

<p>The below email was sent to the CEo Vodacom on 14/12/2016 - to date I have received no response from him (and no out of office either) - I have called the call center a few more times and can report that they have NOT collected my device yet - and I will most probably be without a device for Christmas - see email below:</p> <p> </p> <p> </p> <p>"Good day</p> <p> </p> <p>I do hope that I have located the correct email address for the CEO of Vodacom.</p> <p> </p> <p>I just really need to express my dissatisfaction and frustrations to someone who can actually do something, instead of some poor call centre agent who has no power to deliver any sort of customer service.</p> <p> </p> <p>I will address my situation in point form so as to be clear.</p> <p> </p> <p>No one would consider an early upgrade due to black berry becoming dysfunctional – even though my time period with Vodacom has been for many years and I have 3 accounts with you – I eventually accepted this and moved on.</p> <p>I received a call 2 weeks before my upgrade date (upgrade date was Dec 10th) and was offered an upgrade – I asked the guy to call me after 1 hour as I wanted to check out the specs of the phone he offered – I never heard from him again.</p> <p>I then called a few days later and a lady “helped” me and I ordered a phone through her – when I had heard nothing for a few days, I called to see what was happening – she never did put the order through – there was no trace of my “new phone”</p> <p>We then went through the whole process again and the lasy even offered 250mg extra for my inconvenience – she could offer a quick delivery though and I receive my new phone on Monday 12 (we are now even past my upgrade date)</p> <p>Last night I spent 2 hours on the phone trying to do the sim swap – the first lady said there was a problem with the sim they sent me and that I would have to go to a Vodacom shop for them to sort it out – fortunately i called again and someone with more intelligence did the sim swop.</p> <p>When trying to use the phone once the sim swap was done I couldn’t get the phoine to work properly – it got stuck around the google email confirmation etc.</p> <p>I called 082111 - i called ********** – I called ********** etc etc etc – was told I need to go to a Vodacom shop. I called one and the man said he knew what was wrong – the device is LOCKED and would need to be sent back and a new phone sent to me.</p> <p>I patently called ********** to do this and now I need to wait for the couriers to collect the phone – then only when its received back will they put in an order for a new phone and then send that to me – so I am looking at another week or more delay – in fact looking at this I will be lucky if I have the phone by Christmas.</p> <p>When I asked if they can’t send the new phone at the same time as collecting this one I was told the system no longer allows this.</p> <p>At NO stage at all have I been treated like a valued customer – I will wait – and be as patient as I possibly can – but I do need for you to know what’s happening out there on “the ground”.</p> <p> </p> <p>There simply is NO customer service and the more I talk, the more I hear people expressing their dissatisfaction with Vodacom. People want to leave you but are bound by contracts and red tape etc – I think its only fair that you are aware of what the man in the street is saying – we are NOT happy.</p> <p> </p> <p>I hope you will take the time to read this email and give it thought.</p> <p> </p> <p>Kind Regards</p> <p>Aimee</p> <p>072 ********** "</p> <p> </p>