Poor Service and Pathetic Network

Hi, What should one do to get better customer service from Vodacom, at the end of July 2011, I have logged a fault as the blackberry service in my area is really poor. I did a follow up 14 days later and was told they will provide me with feedback in 14 days, its now over a month and all they can tell me is they have requested feedback from the network division.
They have refunded me the blackberry service for the last month but the problem is still not solved, slow network, most of the time it doesn't work, calls don't go through certain times, you have to keep on trying.

What bothers me is that they have acknowledged that there is a fault, firstly, how can you charge someone for a service that they even aware of that doesn't work, secondly, if they are aware of the fault, why isn't anything been done about it? I have requested contact details of one of the managers but it seems like they don't want to provide me with those details as the response was the usual "we have requested feedback from our network divison" but my request was actually for them to forward the email to the manager or to provide me with the contact details of the manager.

I'm using the 8ta i5 promo and i'm received such brilliant customer service, however with vodacom, its the opposite, they don't seem bothered to get the problem solved (maybe they are, but i haven't received any feedback as they informed me so I assume nothing is been done about it) but are more then happy to let everyone pay for the monthly charges.

So, any other options people? how do I get the contact details of the seniors for them to provide me with feedback as these details are not on the website.

Thanks

What can i say, Vodacrap does it again, Good luck mate! i had a problem and got a simple reply from customer care "we can not assist you any further". Pathetic service, rude customer care agents, liars for sales reps at Vodacom Shops.... the list goes on jump ship to Cell C or 8ta.... I did and cannot believe how good Cell C and 8ta's service is compared to Vodacrap.

Hummercellc said:

What can i say, Vodacrap does it again, Good luck mate! i had a problem and got a simple reply from customer care "we can not assist you any further". Pathetic service, rude customer care agents, liars for sales reps at Vodacom Shops.... the list goes on jump ship to Cell C or 8ta.... I did and cannot believe how good Cell C and 8ta's service is compared to Vodacrap.

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yeah i'm going to consider 8ta, im really impressed at how efficient and friendly and how willing they are to help to get a problem sorted.

In contrast to all the moans and groans about Vodacom service over the years I have always found a method to resolve them with good results, without driving my hummer holding my cellphone in one hand attempting to drive a hole in the wall.
I any case there are bound to be problems or customer issues in any large company.

Ivanr said:

In contrast to all the moans and groans about Vodacom service over the years I have always found a method to resolve them with good results, without driving my hummer holding my cellphone in one hand attempting to drive a hole in the wall.
I any case there are bound to be problems or customer issues in any large company.

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Still not excusable, best is not to use their service.

Ivanr said:

In contrast to all the moans and groans about Vodacom service over the years I have always found a method to resolve them with good results, without driving my hummer holding my cellphone in one hand attempting to drive a hole in the wall.
I any case there are bound to be problems or customer issues in any large company.

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Agreed, there are bound to be problems, but if you experience the same problem, every single day for the last 2 months and they are aware and acknowledge there is a problem, why are they not solving it and why are they charging for it. In fact, having the same problem for 14 days is to long, especially since they have plenty of subscribers paying for the service, they should do everything they can to ensure the service is stable and usable.

Vodacom don't care about there customers, they care about there shareholders and that's it... As long as they can charge you for something they will.... They also seem to believe that they are excluded from the new CPA. Which was the attitude i got at the Vodacom Shop Pavilion Shopping Center. Don't ever deal with a man by the name of Mukthar Ebrahim at the Vodacom Shop Pavilion, He is a liar!

Hummercellc said:

Don't ever deal with a man by the name of Mukthar Ebrahim at the Vodacom Shop Pavilion, He is a liar!

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I do not wish to harp on this topic as what has been written but suggest to "Hummercellc", You should remember this Vodashop is an franchise and why do you not write a letter to Mr Pieter Uys wherein you present your problem with Vodacom and the alleged lies told by Mr Mukthar Ebraheim so he can resolve your problem and sort out the liar. Instead of trying to bash a hole in the wall with your Hummer and cellphone inhand.
You will be surprised by Mr Pieter Uys and his response - this energy would be better spent than this forum.

Ivanr said:

I do not wish to harp on this topic as what has been written but suggest to "Hummercellc", You should remember this Vodashop is an franchise and why do you not write a letter to Mr Pieter Uys wherein you present your problem with Vodacom and the alleged lies told by Mr Mukthar Ebraheim so he can resolve your problem and sort out the liar. Instead of trying to bash a hole in the wall with your Hummer and cellphone inhand.
You will be surprised by Mr Pieter Uys and his response - this energy would be better spent than this forum.

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Wrong, venting on this forum is good for the sole and it warns other members of bad service.

Ivanr said:

I do not wish to harp on this topic as what has been written but suggest to "Hummercellc", You should remember this Vodashop is an franchise and why do you not write a letter to Mr Pieter Uys wherein you present your problem with Vodacom and the alleged lies told by Mr Mukthar Ebraheim so he can resolve your problem and sort out the liar. Instead of trying to bash a hole in the wall with your Hummer and cellphone inhand.
You will be surprised by Mr Pieter Uys and his response - this energy would be better spent than this forum.

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Emailed almost 20 people within Vodacom from call center agents to upper management... and all i got was "sorry we cannot assist you any further" so Customer Care & Management are a waste of time. Who knows why those people even go to work if they can not sort a problem out.

Sorry for venting here.

Hummercellc said:

What can i say, Vodacrap does it again, Good luck mate! i had a problem and got a simple reply from customer care "we can not assist you any further". Pathetic service, rude customer care agents, liars for sales reps at Vodacom Shops.... the list goes on jump ship to Cell C or 8ta.... I did and cannot believe how good Cell C and 8ta's service is compared to Vodacrap.

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Hi Hummercellc

What was the problem , maybe i can assist before you send your email off to Pieter Uys.

VodacomData said:

Hi Hummercellc

What was the problem , maybe i can assist before you send your email off to Pieter Uys.

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Hi VodacomData,
I really appreciate your concern, but if Vodacom’s customer channels can’t sort it out then I would rather go were my money is appreciated.
I have cancelled 4 of my contracts already and ported them to Cell C & 8ta…. I am just waiting for my other 3 Contracts to expire so I can port them as well.

Kind Regards

VodacomData said:

Hi Hummercellc

What was the problem , maybe i can assist before you send your email off to Pieter Uys.

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Hi VodacomData,
I really appreciate your concern, but if Vodacom’s customer channels can’t sort it out then I would rather go were my money is appreciated.
I have cancelled 4 of my contracts already and ported them to Cell C & 8ta…. I am just waiting for my other 3 Contracts to expire so I can port them as well.

Kind Regards

VodacomData said:

Hi Hummercellc

What was the problem , maybe i can assist before you send your email off to Pieter Uys.

Click to expand...

VodacomData
I've been waiting for 2 months for feedback regarding the poor network, Calls can't go through, poor speeds, receving sms's regarding missed calls even when my phone is switched on, poor blackberry service, fortunately I received some feedback on 07 Sept 2011 (this is after 2 months) but the feedback wasn't feedback as such, i was just sort of explained the procedure taken to sort a network fault, (even though the fault has been acknowledged by Vodacom). Yes, its understandable that faults can occur but firstly, its ridiculous waiting for such a long period to just get explained how Vodacom resolves network issues and secondly them charging clients for a service which even Vodacom acknowledges is poor.

If it takes 2 months just to get feedback, how long will it take to resolve the issue?

I preferred the "blue" Vodacom, they were at least reliable compare to the "red" Vodacom.

mas said:

VodacomData
I've been waiting for 2 months for feedback regarding the poor network, Calls can't go through, poor speeds, receving sms's regarding missed calls even when my phone is switched on, poor blackberry service, fortunately I received some feedback on 07 Sept 2011 (this is after 2 months) but the feedback wasn't feedback as such, i was just sort of explained the procedure taken to sort a network fault, (even though the fault has been acknowledged by Vodacom). Yes, its understandable that faults can occur but firstly, its ridiculous waiting for such a long period to just get explained how Vodacom resolves network issues and secondly them charging clients for a service which even Vodacom acknowledges is poor.

If it takes 2 months just to get feedback, how long will it take to resolve the issue?

I preferred the "blue" Vodacom, they were at least reliable compare to the "red" Vodacom.

Click to expand...

+1

I think the issues with network started are fairly recent (2 years) - as I'd never had issues before.

I find myself on EDGE more and more often recently in and around Johannesburg!