Wrong delivery, no feedback.

Hello Peter (and Vodacom),

I upgraded a contract in Feb via Vodacom online. The package was delivered on time, but had the wrong delivery note attached to my parcel. The parcel had the right tracking number sticker, but not my name on the delivery note. The courier took the parcel back.

After numerous calls to the courier and Vodacom, another parcel arrived. This time it was my name on the delivery note and correct tracking number sticker on the box. The contents on the box (packing list) was also correct (according to my order).

I was suspicious since the box was very light and according to the packing list, it contains 2 phones and a sim card. I phoned Vodacom online and the agent advised me that i should open the box and inspect, how else would i know if the order is correct? My fears were confirmed when it only contained a sim card. I checked the sim card details and it differs from the packing list information (I was therefore RICA'ed for someone else's simcard on delivery). Who then has my simcard and phones?

I took a video of opening the box, since how else can i otherwise prove that there were no phones in the box? It is actually a good thing that the simcard is wrong, since it supports the fact that the delivery is wrong.

I phoned the call centre again and the operator advised me to e-mail ********** for them to investigate. That was last week Friday. Since then i have heard nothing, not even an auto reply. When you call the Vodacom call centre they do not want to talk to you, since it is not within their domain anymore. What do you do if you get no feedback at all? Just wait? How long?

I have posted this message out of desperation and not knowing what else to do. I have called Vodacom between 10-15 times the past two weeks (i hope all calls are recorded as they state). I also regret the decision to upgrade online (to save the R200 fee). I would have been better off just going to a store. At least you can talk to the same person, get feedback and no delivery issues. I have actually tried to cancel the whole deal, but cannot since phones have been shipped...(somewhere).

It does not make sense that when something goes wrong, and customers are frustrated, you have to deal with "likeminds" via an e-mail and no call centre support? This should be your best people on the job with a name and telephone number you can call.

At this stage i would just be thankful if some contacted me, and simple acknowledge that they are aware of my problem and working on it.

Thank you