Cannot get through the VC helpdesk

[Nánfeirén]

I want to change my SMS bundle and have been holding for 15 minutes for the helpdesk.... completely unacceptable and I don't have that much time to waste!! So is there another way I can reach them? V3G?

 

[ic]

I want to change my SMS bundle and have been holding for 15 minutes for the helpdesk.... completely unacceptable and I don't have that much time to waste!! So is there another way I can reach them? V3G?

Assuming it's working today, the # callback option seems to be quicker than holding...

 

[theriddler]

Vodacom call centre

Has anyone tried to get though to the Vodacom Call Centre recently (111). Well I phoned them yesterday, waited longer than 30 minutes to get through.\

Today I tried to phone to follow up, the 1st time I phoned I waited for 45 min, then they gave me that call back option (press hash and they will ATTEMPT to call you back!) Anyway not 30 secs later i get an sms saying: "Dear customer: We were not able to return your call back request. please call us again if required".(of course i require that otherwise I wouldnt have phoned in the 1st place!!!)

Anyway so I obliged and called again, only to wait 50 min before hanging up!
As a loyal vodacom subscriber I think this is shocking service! Im not sure if MTN and Cell C are any better?

 

[titanium]

I have often complained about the 111 call centre, but nobody at Vodacom seems to be interested at acknowledging that they have a problem with their call centre. MTN's call centre is far, far superior.

I know a few years ago they were using the Atiocall / CyberCALL IVR application, not sure if this is still the case. Anyway in my opinion they need to find a more competent IVR application and retrain their call centre operators!

 

[Highflyer_GP]

Anyway so I obliged and called again, only to wait 50 min before hanging up!
As a loyal vodacom subscriber I think this is shocking service! Im not sure if MTN and Cell C are any better?

Said this before, but what else does one expect from half a Telkom?

I usually wait around 10-15 minutes on MTN before it's answered (on the rare occasion that I do have to call).

 

[Skeptik]

Assuming it's working today, the # callback option seems to be quicker than holding...

The callback option saves you holding. The operators are busy and understaffed so they have to keep you holding for a long time. When you press # at the right moment, you are assigned a queue position. So as soon as an operator is free, the system will call the cell number at the top of the queue. If this is how it works (correct me if I'm wrong), I don't see how it could possibly be quicker.

 

[ic]

The callback option saves you holding. The operators are busy and understaffed so they have to keep you holding for a long time. When you press # at the right moment, you are assigned a queue position. So as soon as an operator is free, the system will call the cell number at the top of the queue. If this is how it works (correct me if I'm wrong), I don't see how it could possibly be quicker.

Yes, I know it should not work that way, but there are some posts that suggest that # callback somehow jumps the queue - perhaps it's just coincidental, but IMO still a better option than listening to whatever 'music' is playing these days...