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Stiaan N

1 reviews | Active since Feb 2017

13 Sept 2021, 14:50

Worst service ever - Misleading information to clients

I upgraded my contract and ordered 2 phones on a double deal on Tuesday 7 September. I phoned in on Friday 10 September and the person that answered the phone informed me that the upgrade was cancelled - I received no SMS or e-mail with regards to this. Explanation given here was that it was due to the phones not being available - The guy then upgraded me for 2 hisense phones and I had to accept as I really needed a phone. I called back about an hour or 2 later as I was standing in the Menlyn Vadacom Shop and I wanted to cancel the upgrade and rather do it in store for the phones I wanted as they had the phones available in store. I spoke to a few people and I could not understand why someone on management on their side could not just cancel the upgrade on the system and nothing was dispensed yet. I then eventually spoke to Tebogo Dlamini and he then assured me that this issue will be sorted out by close of business Monday 13 September. I just followed up the progress and now someone tells me that it will take 3-5 business days to cancel the upgrade. Why are people giving us misleading information? Do they just want to get us off the phones? Why was my initial upgrade cancelled an no notification give? Why did your call centre advisor push these phones for me to upgrade and said that there is nothing else available on the double deals? Something does not make sense to me here. I need my upgrade cancelled as promised before close of business 13 September as promised. I will rather spend money to upgrade at a store in future as your online service absolutely sucks. I would like someone to contact me with solutions to my issues and not more explanations about your back office that needs to do something. I have been a client of Vodacom for years but this is the worst service I experienced from any company.

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Replies (3)
Vodacom
Vodacom's reply13 Sept 2021, 15:55
Official
 Dear Customer,  Thank you for making us aware of your complaint.  Kindly be advised that a consultant will make contact with you in due course to assist with your query.  ***Please note*** Beware of phishing ****s.  Vodacom will not contact you via Whatsapp to request your personal details  Regards,  Vodacom Consumer Website Team 
SN
Stiaan N's update14 Sept 2021, 16:27
Reviewer Update
So 24 hours later and I have still not received any response from Vodacom. After doing an upgrade and cancelling it about 2 hours later guess what happens this morning.........The courier company delivers the phones of the upgrade that was cancelled. Now my question to Vodacom again is why are you wasting money like this after I cancelled the upgrade by having a formidable and very efficient courier company send out the phones that I did not want. If I am going to be billed for your mistake and incompetence then you will see me going the extra mile to get the people involved to answer some heated questions. I just have a very bad feeling about the way that this upgrade was seen through - It seems like your people at the online services are incentivized to push certain phones and get commission on per upgrade order that goes out. Seems like the advisor only gets the benefit once the phones are booked out and do not get penalized when the phones are returned. Something just does not sit right here. Your processed seriously need to be reviewed here as I cancelled my upgrade about 2 hours after it was taken out and they could have easily recalled the order and cancelled it - It is now taking 3-5 working days to sort out - I feel you need to be more client centric and your client's will then not make the assumptions that I am making now. Can I please get someone to get back to me ASAP
SN
Stiaan N's update16 Sept 2021, 09:58
Reviewer Update
You guys are not addressing the issues here. Yes I called the after sales team to only be informed that the matter will again take 3 working days for the phones to be checked in by the courier that delivered phones which should never have been done. You are not sorting out my problems with why the upgrade that was not cancelled the day I requested it. Looks like the Consumer Website Team is just as useless as the people that did not cancel my upgrade. Your client service absolutely sucks - If a team manager or a person in a more senior position can just pick up a phone and call me to discuss my issues as per your first response then at least I can get some answers to my questions noted. Or is this too much to ask for?