Dealing with useless customer care.

[xrapidx]

After not being able to use Vodacom's live chat service for well over a month, I finally submitted an upgrade request online without being able to confirm stock. Immediately got an email saying no stock - delivery expected in 3-5 days.

That time has come and gone. Emailed Vodacom Customer Care yesterday asking for an update on the upgrade, stating my current phone's microphone is not working. Get the usual auto-response stating they will respond in 24 hours. This comes and goes - send an email again stating the 24 hours has passed. Get basically a one liner telling me to phone the upgrade center (obviosly missed the part about my phone not working).

I tried the upgrade line twice from my office phone - after sitting in the queue for approxiomately 4min each time, as soon as the person answers, and I request an update on my upgrade - they say ok and cut the call.

Going to give them till the end of the week, then cancel the upgrade and my "contract".

1.) I don't get why vodacom have a live chat facility - never works.
2.) I don't get why vodacom have a customer care email - they don't care - and they always tell you to phone.

You'd think customers wanting to renew contracts would be given some sort of inkling of service.

 

[Toxic T]

This is why online stores in SA sucks. I always go to the store to do my upgrades for this reason.

 

[xrapidx]

Think I'm going to start network shopping.

 

[ToxicBunny]

Think I'm going to start network shopping.

Get yourself a Telkom prepaid sim and check the coverage in your area...

Their new contracts are actually quite nice.

 

[satanboy]

Get yourself a Telkom prepaid sim and check the coverage in your area...

Their new contracts are actually quite nice.

Your customer care is even worse.

 

[xrapidx]

SA service always amazes me. I want to give you money... and they basically scream back "Don't"

 

[andeshan]

Wow! So I am in the exact same position as you, i chose the S7 Edge coral blue and was told the same 3-5 days thing.

So I waited, i called on Monday and was like what's happening, the lady said i must be patient as they were short staffed due to the festive, so i was like okay cool but went to speak to Vodacom on Twitter. I then got a call from customer care stating my order had expired... so we redid everything on the phone (20 minutes) and was told i will get a confirmation mail and sms... I have received nothing.

I logged onto the Vodacom site and it says no orders pending...

I will join you on network shopping at this rate, who were you looking at going to?

Very disappointed with Vodacom.

 

[Rickster]

Think I'm going to start network shopping.

MTN is the best, trust me.

 

[xrapidx]

So I log a complaint on hellopeter - get a call from Online (even though in the complaint I've said my phone is giving issues/mic isn't working).

Guy says he can't help me, he'll have to get someone else to phone me, he didn't realise this was an "Upgrade" issue. Told him they have tell Friday then I'm porting away. "Ok - not a problem. Click". Great customer retention.

MTN is the best, trust me.

I'd rather go phoneless.

 

[Rickster]

I'd rather go phoneless.

Give them a try, honestly, they arnt bad.

 

[xrapidx]

Wow! So I am in the exact same position as you, i chose the S7 Edge coral blue and was told the same 3-5 days thing.

So I waited, i called on Monday and was like what's happening, the lady said i must be patient as they were short staffed due to the festive, so i was like okay cool but went to speak to Vodacom on Twitter. I then got a call from customer care stating my order had expired... so we redid everything on the phone (20 minutes) and was told i will get a confirmation mail and sms... I have received nothing.

I logged onto the Vodacom site and it says no orders pending...

I will join you on network shopping at this rate, who were you looking at going to?

Very disappointed with Vodacom.

Basically the same experience, same deal - just hasn't been cancelled yet (to my knowledge, however it probably has considering they don't give feedback. I definitely won't redo it)

Probably Telkom or CellC, Telkom might be slow, but they eventually get back to you - haven't had much dealings with CellC

 

[xrapidx]

Give them a try, honestly, they arnt bad.

Never going to happen -ABSA and MTN are companies I'll never deal with again. Top two worst companies in SA.

My MTN contract had an issue every single month, I like were they're heading now, and can only hope it gets worse for them.

 

[xrapidx]

Now I get this - instead of telling me what they said - I must now email them.

Dear x

We acknowledge the receipt of your email.

I have spoken to online upgrades.

You can email them on <> to follow up on your upgrade.

They operating hours are as follows:

Mon - Frid 08h00 -17h00
Saturday 09h00 - 14h00
Sunday 09h00 - 14h00
Public Holidays 09h00 - 14h00
We apologies for any inconvenience caused.

Regards,

 

[Rickster]

Never going to happen -ABSA and MTN are companies I'll never deal with again. Top two worst companies in SA.

My MTN contract had an issue every single month, I like were they're heading now, and can only hope it gets worse for them.

Our family of 8 are all on MTN, not 1 issue so far.

 

[xrapidx]

Our family of 8 are all on MTN, not 1 issue so far.

Great for them.

 

[Lord Flacko]

I'd move over to Telkom Mobile. Less hassles.

 

[satanboy]

I'd move over to Telkom Mobile. Less hassles.

At least two colleagues I know have had endless problems with them.

 

[Lord Flacko]

At least two colleagues I know have had endless problems with them.

It happens I guess. My journey so far has been smooth sailing. Most of my cousins use Telkom Mobile as well.

 

[xrapidx]

So finally been called by someone from Upgrades...as per the previous poster, upgrade was cancelled. No notification to customer. What complete bull****.

They've now redone everything and said they'd deliver by Tuesday. Told them if its not done to cancel the contract and convert my number to prepaid.

 

[xrapidx]

Vodacom really is a joke.

Just received a call saying the Blue Edge has been discontinued. (advert is still flying high on their website) - they've now swapped it for a silver. (which according to the site is R100/pm more - so it'll be interesting to see what happens next).