Worst upgrade service ever! "maneuvering the system"

<p>Contrary to your TV advert it is definitely not going swimmingly boet.</p> <p> </p> <p>After countless "system issues" and "errors" and "profile "switches" and "system upgrades" at Vodacom outlets, we finally tried upgrading my wife's contract online on Sunday and at the end we received a reference number (QS7ECO) and that an agent will phone us back. An agent phoned on Monday and said we had to phone ***. We did this yesterday afternoon and then spent 2 hours being transferred between call centre staff some of which actually put the phone down on us. Some of the staff said we had to phone different numbers, which we also did <br />with the same result. One of the numbers was actually the customer retention and cancellation department (were you trying to send us a message to rather cancel?).</p> <p> </p> <p>Some of the staff we actually managed to speak to (and which did not hang up immediately):</p> <p>Subisiso (17:38) he transferred us back to the main menu after all the security questions were done and we had tried to select our upgrade package.</p> <p>Johan (17:44) cancellations and retentions department - he transferred us to the upgrade dept again.</p> <p>Nomqulelelo (17:52) transferred us</p> <p>Mpho (17:53) transferred us</p> <p>Finally Sipho (18:02) She actually assisted us after we requested to speak to a supervisor.</p> <p> </p> <p>At approx. 18:02 we finally spoke to Sipho, who informed us that we are eligible for an upgrade but she cannot assist us because the system was down. How was the system down after the system allowed her to check our upgrade eligibility and ask us all the security questions??</p> <p>When we asked to speak to a supervisor she was suddenly able to miraculously "manoeuvre" the system that was down. She was for some reason however not able to do the upgrade for us last night. She said she would phone back this morning.</p> <p>Wonderful - she actually phoned back. Seems that we are only able to take the contract we want on a Flexi 150 and not the Flexi 110 my wife wants. According to Sipho it does not show a Flexi 110 option on her screen, only the Flexi150 and Flexi 200. See the attached screenshots of the Flexi110 clearly being available for us to choose as an upgrade using Vodacom online's upgrade feature. It ended with Sipho saying she will phone back today at 15:00. Let's hope by then that Vodacom was suddenly able to miraculously "manoeuvre" the system again to provide us with the upgrade we want.</p> <p> </p> <p>WORST SERVICE EXPERIENCE EVER!!! I will be amazed if this ends with us actually receiving the upgrade we <br />requested. If we do not receive the Flexi 110 contract we are eligible for, we will most <br />definitely cancel any association we have with Vodacom as you clearly do not value your <br />clients or even try to live out your values and vision as stated on your website.</p> <p> </p> <p>Anyone reading this: Please save yourself the pain, frustration and emotional upheaval you will suffer when dealing with Vodacom and rather go to another mobile operator. I have personally not experienced any issues with my own contract at MTN in the last 10 years.</p>