Worst customer experience for potential new customer

<p> </p> <p>In a nutshell. Been waiting on my device for 2 weeks now. And Vodacom promises on the phone but delivery is never made. Right now they can't even cancel the order and I have to wait for a call which never comes to cancel something I never had.</p> <p> </p> <p>Hello! Next available customer representative will be with you shortly.<br />Representative Kelly has joined the session<br />Kelly<br />[2:25:32 PM]<br />Good day, how can I assist?<br />You<br />[2:25:34 PM]<br />Hi<br />You<br />[2:25:40 PM]<br />have an order done 2 weeks ago<br />You<br />[2:25:46 PM]<br />device still not instock<br />Kelly<br />[2:25:58 PM]<br />Do you have a reference number.<br />You<br />[2:26:06 PM]<br />want to change the order for something you have in stock<br />Kelly<br />[2:26:20 PM]<br />Was this for an upgrade?<br />You<br />[2:26:26 PM]<br />new contract<br />You<br />[2:26:38 PM]<br />19******<br />You<br />[2:27:48 PM]<br />hello...<br />Kelly<br />[2:28:48 PM]<br />Kindly hold while I check for you.<br />Kelly<br />[2:29:32 PM]<br />We have the P9 lite in a black colour.<br />You<br />[2:29:42 PM]<br />in white<br />You<br />[2:29:58 PM]<br />So I want to rather get what you have in stock and can deliver tomorrow if possible<br />You<br />[2:30:14 PM]<br />I have been waiting for this since 2 weeks ago<br />Kelly<br />[2:30:32 PM]<br />I do apologise. Would you like the device in black?<br />You<br />[2:30:44 PM]<br />is black in stock?<br />You<br />[2:30:56 PM]<br />and can it be dispatched ASAP?<br />Kelly<br />[2:30:58 PM]<br />Yes we do have stock in black.<br />Kelly<br />[2:31:22 PM]<br />You can receive it within this week.<br />You<br />[2:32:00 PM]<br />it doesn't satisfy my impatience<br />You<br />[2:32:06 PM]<br />I have had no phone over 2 weeks<br />You<br />[2:32:18 PM]<br />hoping your 24 hour promise was real<br />You<br />[2:32:24 PM]<br />I need it tomorrow<br />You<br />[2:32:38 PM]<br />or we can cancel the order and i can go to a different service provider<br />You<br />[2:33:06 PM]<br />I hope you understand my frastration and how some of your colleagues **** earlier that delivery will be last week<br />Kelly<br />[2:33:06 PM]<br />I do apologise for all the inconvenience.<br />Kelly<br />[2:33:32 PM]<br />You can expect delivery this week.<br />You<br />[2:33:44 PM]<br />Just this week is your best answer?<br />You<br />[2:34:04 PM]<br />and delivery for white is not tomorrow as told last week by your colleagues correct?<br />Kelly<br />[2:34:32 PM]<br />We are waiting for an ETA on this device sir.<br />You<br />[2:35:00 PM]<br />if waiting for ETA then why promise delivery this week when you say you have it in stock<br />You<br />[2:35:14 PM]<br />isn't it you just tell dispatch to send a different colour<br />Kelly<br />[2:35:14 PM]<br />If we do not have an ETA sir, we are unable to tell you when you will be receiving your device.<br />You<br />[2:35:18 PM]<br />and I get my phone tomorrow<br />Kelly<br />[2:35:48 PM]<br />We have to change the order and confirm the new order before it gets dispatched.<br />You<br />[2:36:14 PM]<br />which can be done over a phone call today?<br />Kelly<br />[2:37:06 PM]<br />Unfortunately, we cannot call our confirmations department. I will leave a note with the new order you will like to place and there after they will call you to confirm your order before it is released.<br />Kelly<br />[2:37:22 PM]<br />You can then be sure to receive your device within this week sir.<br />You<br />[2:37:34 PM]<br />thank you for the efficiency.<br />You<br />[2:37:48 PM]<br />But I need it tomorrow else cancel the order<br />You<br />[2:38:00 PM]<br />I can't wait another week for a promise not delivered<br />Kelly<br />[2:38:08 PM]<br />Not a problem sir. I do apologise for the inconvenience.<br />You<br />[2:38:20 PM]<br />if you cannot guarantee tomorrow on any other device please cancel this<br />Kelly<br />[2:38:32 PM]<br />You will receive your device within this week.<br />You<br />[2:38:40 PM]<br />if you cannot guarantee tomorrow on any other device please cancel this<br />Kelly<br />[2:38:54 PM]<br />You will receive your device within this week sir.<br />You<br />[2:39:04 PM]<br />if you cannot guarantee tomorrow on any other device please cancel this<br />You<br />[2:39:12 PM]<br />TOMORROW is my emphasis here<br />You<br />[2:39:24 PM]<br />I am tired of waiting<br />You<br />[2:39:52 PM]<br />thought you were better than my current service provider<br />You<br />[2:40:00 PM]<br />best I be with the devil I know<br />Kelly<br />[2:40:16 PM]<br />I will put a note to change your order, however there is no guarantee that you will definitely receive your order tomorrow sir.<br />You<br />[2:40:42 PM]<br />Yes. so i have agreed to cancelling it rather<br />You<br />[2:40:46 PM]<br />since there is no guarantee<br />You<br />[2:40:54 PM]<br />I can't wait on assumptions<br />You<br />[2:41:04 PM]<br />the lack of efficiency as a unit is outstanding<br />Kelly<br />[2:41:14 PM]<br />However you will receive your device within this week sir.<br />You<br />[2:41:22 PM]<br />if I had received communication in advance I would have understood<br />Kelly<br />[2:41:44 PM]<br />Did the agent tell you that there was no stock or was there stock of the device at the time sir?<br />You<br />[2:41:50 PM]<br />please cancel this ma'am. Or do I need to call someone to have it cancelled?<br />You<br />[2:42:00 PM]<br />yes and I was told stock would come in on the 10th<br />You<br />[2:42:08 PM]<br />I called on the 11th and was told today<br />You<br />[2:42:16 PM]<br />I called and told there's nothing<br />You<br />[2:42:22 PM]<br />no one ever called to update me<br />You<br />[2:42:26 PM]<br />not even once<br />Kelly<br />[2:42:28 PM]<br />I do apologise. Sometimes our ETA can be delayed.<br />You<br />[2:42:38 PM]<br />that's were the frustration comes in<br />You<br />[2:42:44 PM]<br />I do understand that<br />You<br />[2:42:48 PM]<br />but you never communicated<br />You<br />[2:43:06 PM]<br />so the need for you as my service provider is not there anymore<br />You<br />[2:43:22 PM]<br />when you cancel do I get an SMS or email to confirm this cancelled?<br />Kelly<br />[2:43:26 PM]<br />Thank you for understanding. The agent that assisted you should have sold you another colour,.<br />You<br />[2:43:44 PM]<br />yes they should have given me options<br />You<br />[2:43:52 PM]<br />even a more expensive device<br />You<br />[2:43:56 PM]<br />you are sales people<br />You<br />[2:44:00 PM]<br />you should do better<br />You<br />[2:44:26 PM]<br />right now I called looking for a different device and phone was not answered after being rereouted to someone else<br />You<br />[2:44:34 PM]<br />as much as you claim to be the best<br />You<br />[2:44:44 PM]<br />i have received the worst server ever.<br />You<br />[2:44:50 PM]<br />and for a almost new customer<br />You<br />[2:45:08 PM]<br />i am happy this will not progress or proceed on condition delivery is tomorrow<br />Kelly<br />[2:45:10 PM]<br />When the confirmations department calls you, you can tell them that you are no longer interested and the order will be cancelled.<br />Kelly<br />[2:46:08 PM]<br />I do apologise sir, however, there is no guarantee that you will receive your device tomorrow.<br />You<br />[2:46:42 PM]<br />So your function online is for new sales. you cannot do a new sale when there's something pending? And when I want to cancel or adjust the department hangs up my call and I should wait for them to call me in assumption like past 2 weeks correct? That's hohw Vodacom works correct?<br />Kelly<br />[2:46:56 PM]<br />It would be better for me to be honest with you by saying this then for you to be deceived once again if you can understand.<br />You<br />[2:47:12 PM]<br />meaning as Vodacom you are rejecting my money to get your service correct?<br />You<br />[2:47:30 PM]<br />all of them were honest then. but nowhere to be found now<br />You<br />[2:47:48 PM]<br />so as a brand you are honest in word. not in doing. This is my picture right now<br />You<br />[2:48:06 PM]<br />the fact that I have to wait for a call that never comes<br />Kelly<br />[2:48:30 PM]<br />I understand sir but from my side I have tried to assist you by changing your order. This is the only thing that I can do from my side sir.<br />You<br />[2:48:48 PM]<br />even when I myself offer to get a more expensive device just so I can be online again.... and you not being able to offer... is wow<br />You<br />[2:49:02 PM]<br />so I cannot make a new order which has stock?<br />You<br />[2:49:20 PM]<br />since I was told stock is there for p9 but when I called later there was nothing in stock<br />You<br />[2:49:38 PM]<br />meaning maybe you're waiting for all these devices to actually be ordered then you order from your side<br />You<br />[2:49:44 PM]<br />which is not ethical<br />You<br />[2:49:46 PM]<br />false advertising<br />Kelly<br />[2:50:26 PM]<br />Sir, i can change your order for you. There is no stock of the white which is why I am offering you the black.<br />You<br />[2:50:42 PM]<br />and I said it is ok. but only if delivery is tomorrow<br />You<br />[2:51:02 PM]<br />because I was told for the 7th time if not more that delivery should be today<br />Kelly<br />[2:51:18 PM]<br />Sir, I have mentioned that we are not able to get you your device tomorrow, however you can expect delivery within the course if this week.<br />You<br />[2:52:18 PM]<br />and then I asked you to cancel the order if you can't deliver tomorrow as I do not want to expect a call which never comes<br />Kelly<br />[2:53:16 PM]<br />I cannot cancel an order from my side. When they call you to confirm this order, you will need to tell them that you are no longer interested in the deal and they will be able to do so.</p> <p> </p> <p> </p> <p> </p> <p>Hello! Next available customer representative will be with you shortly.<br />Representative Shalane has joined the session<br />Shalane<br />[3:13:29 PM]<br />Good day, how may I be of assistance?<br />You<br />[3:14:25 PM]<br />hi<br />You<br />[3:14:33 PM]<br />do you do sales or something?<br />Shalane<br />[3:14:47 PM]<br />Yes, we assist with newline contracts and upgrades.<br />You<br />[3:15:23 PM]<br />Ok<br />You<br />[3:15:33 PM]<br />P9 Plus<br />You<br />[3:15:43 PM]<br />I need that if you have in sock<br />You<br />[3:16:11 PM]<br />stock<br />You<br />[3:16:53 PM]<br />hello<br />Shalane<br />[3:17:21 PM]<br />Yes, wer have stock available.<br />You<br />[3:17:39 PM]<br />If I apply right now. delivery will be Wednesday correct?<br />You<br />[3:17:59 PM]<br />and it's approved today ie<br />Shalane<br />[3:18:13 PM]<br />It would depend, it normally takes 3 to 5 working days.<br />You<br />[3:19:11 PM]<br />ok. not good enough for me. Have been waiting on stock from you guys for over 2 weeks now. thought ordering a differnt deivce would be faster.<br />You<br />[3:19:31 PM]<br />and was told I can't cancel this though I don't have a device<br />You<br />[3:19:41 PM]<br />so nothing will help me not having a phone right now<br />Shalane<br />[3:19:59 PM]<br />I do apologize. Delivery takes place 3 to 5 working days. I would say it would be before Friday.<br />You<br />[3:20:53 PM]<br />Please use ******** to get all of my documents<br />You<br />[3:21:07 PM]<br />I want the p9 plus with R200 airtime please<br />Representative Shalane has left the session<br />Chat session ended</p>