How can Vodacom improve?

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A Website that actually works. I want to change and lower my data bundle on my contract and I'm not allowed to. And when I call the call centre, the systems are "off-line".

That reminds me...
 
1.

Stop airtime or data expiry or if you have to have it do it in the sequence of older to newer. A supermarket does not expire their newest milk first do there is no reason to do this to data or airtime. It forces me to buy the lowest bundle that I think I will use and ensures that I do not use any extra per month.

2. Reasonable pricing, there is now no reason why cellphones should cost more than landlines. If you do this, you may even eliminate Telkom altogether and make the local loop unbundling problem insignificant.
 
memphis32 said:
I think Vodacom needs to have better 3G covergae around more rural areas. I still struggle for signal in my office, and I'm in the mddle of an industrial area in a big city... Better covergae, more towers if possible, to maintain a good signal. Too many times when I'm at home, and I live about 200m away from one of their towers, I struggle to even get 3G speeds on my mobile device, and I put that down to too many users trying to connect to an already overcrowded network. So they need to increase their bandwidth allocation for certain areas, to improve it's service to many of their mobile users....
Click to expand...

I have the exact same issue with them. But for me it's a bit worse, as I sometimes(read most of the time) struggle to even get signal in and around my house. Any signal. I've logged the issue with them a couple of times before. Still no change. I live in the Northern Suburbs, so I don't see why just getting signal would be a problem.
 
Vodacom - I have one and only one problem with your internet 2GB + 2GB Special.

If I don't use my whole bundle this month, rather let me start with whats left of that bundle before I use the one I get that month.

The way it is at the moment is just stupid. I have to use all two GB before I can use what is left over from last month.
In the end I almost always use more than I should because of that.
Rather than do it to suit your pocket and frustrate clients. Do it the right way round, like any other ISP would.

It is because of that reason that I will not renew my contract.
 
1. One data bundle for all my contracts. Why should I need to buy a data bundle bolt-on for my phone if my USB modem has capacity remaining? I actually think that the way I need to keep tabs on each contact makes me use LESS data overall, because I'm avoiding data usage on the devices with small bundles.

2. Is it somehow more expensive to provide data to phone? Why is a 500 Mb bundle on my phone DOUBLE the price of a 500 Mb data contract that includes the subsidy for the USB modem? I use about 2 Gb of data on my phone over WiFi each month and less than 500 Mb over 3G. I think the reason that money goes to Telkom is obvious.

3. How daft is the hundreds of bundled SMSs on the "Smart" contacts? Newsflash: smartphone users need data, not SMS messages.
 
Data Bundles:
Simplify your products, stop confusing users with broadband standard & advanced, when was the last time you used your own *111# service to buy a data-bundle? If I didn't port to Cell-C yesterday, I could've looked up the USSD menu and better explain myself, sorry. Bottom line, it confuses users, especially older people.

Data Contracts:
I know I'm not supposed to ask you to "cut prices", but you should, if 8ta and Cell-C can pull it off, so should you. Promotions won't cut it, people don't sign 2 year contracts based on a 3-month promotion! (unless the terms of the promotion is valid for the full period)

Reception:
My dad intends to stick with Vodacom, eventhough he has terrible 3G reception, he has a roof-fitted 3G antenna, but the last dongle he received from VC has no antenna connector. I can't get my old K4505-Z (I received from VC), which has a connector, to work on his PC because it has a million driver-related issues.

PLEASE improve reception in Edleen, Colin Paul str.
 
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i second the suggestion about loyalty towards customers! i've been a CONTRACT customer for almost 10 years and in today's terms, that is a tremendous amount of time. i also struggle with 3G/HSDPA signal for my 3G modem in the middle of Bloemfontein (Fichardtpark!) I can see it on my Blackberry as well, when sometimes the signal would just disappear. Vodacom needs to remember that more and more people use data services and their supply should keep up with demand. Unfortunately for Vodacom, I am seriously considering other networks for my future needs as their services are not competitive enough and also of low value. Being the biggest certainly does not make you the best. Kudos to 8ta which havent failed me yet!
 
Which new products would you like to see?
Are there areas where Vodacom can improve its support?
Can they make it easier for you to buy their products?
Where do you think the company is losing ground against its competitors?

A Vodacom App - Where I can view all my account information eg. Data Bundles also top-up etc
Logging-in all the time is a pain.

(8ta has this type of app)

*This coming from the guy who suggested that vodacom get its own website / log-in like gmail for vodamail some time back*
 
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Absa lost the Gauteng Provincial Government account to FNB. It hurt. It hurt so much it made the news. If Vodacom pricks their ears... they can loose the others in the dust as well.

Though the Barclays dilemma and a bit of an overvalued profile certainly adds to this and the bank is citing an increase in mortgage-related bad debts as cause, the pain point that was discussed with me in the CIO’s office is the time-to-market for new services. The best guy simply gets there faster. As mentioned, Absa lost the R300bn Gauteng Provincial Government account and this same concern was on the table as one of the contributing factors then, more than a year ago.

Where did FNB win that race? Their focus on the time-to-market for new services should be viewed against the backdrop of the FNB innovation journey – as mentioned at the JSE Showcase 15 March 2012, innovation only happens in an empowering culture. This does not only translate to retaining top talent. People should remain creatively challenged while fairly compensated and take care that they do not burn out.

The fruit of the FNB innovation journey is not only seen in the faster delivery of services, but also in the embrace of master data management and business process integration and optimization.

In conclusion… Learning from this example the CIO should focus on strategy - not only in the ontological enterprise architecture recipe way, but rather a dynamic governance framework optimally suited to support the strategic goals of the organization. The CIO should do this fast and with an agile approach. Delegate the operational and tactical work to the technical team and focus on consumer technology innovation.

Lastly, information is key, and specifically the ability to get to the right information much faster and streamline your company’s people and processes to react, or even act proactively on the important business critical information. Whatever serves the availability and quickest access to such information is key - be it an improved integrated service delivery and transaction grid platform or outsourcing to a cloud provider who excels at this so the goals of the business can remain in focus.

Why am I saying this? My iPhone screen broke. The repair quote was done by one outsourced service provider. The insurance negotiation was done by another. The customer facing experience by a third. So the repair guys gave me a ridiculous offer to give me a refurbished phone. I was insured, so I declined. So... the repair team said I can go to Vodaworld to collect the new phone as I am insured. When I got to Vodaworld I was told I cannot collect as they have not received the old handset from the repair service provider. I, being an enterprise architect and a bit of an expert on these matters, REFUSED. I announced in a tone of voice everyone in the room could hear that I will not come back some other day because Vodacom told me to come that day. I had the right to do this because as customer I see only Vodacom and should not even be bothered by how their multi-sourcing broke their efficiency because of a lack of proper process governance. I was handed my new phone, probably to shut me up.
 
For starters, included bundles that get carried over should be used FIRST, then your new month's data/voice/etc. It is ridiculous, especially on the Smart packages that only give one month's carry over on the data and voice, and then the following month you start using your new minutes/data, essentially forfeiting the previous month's allowance.

ALL data bundles should easily be accessible to add or bolt on to your current contract. A lot of people are not interested in the SIM only deals at all.

3G Coverage should be improved before they start rolling out technologies like LTE. Data in the first place is way too expensive to really make use of LTE. I mean lets look at my data bill after streaming 2 HD videos a day.

Time to do away with these 'thousands' of contract deals each having its own tariffs etc. Makes no sense in a modern world, the goal is to simplify, not complicate.
On network minutes should fall away, as well as off peak minutes. There should only by anytime to any network bundles minutes.

SMS bundles included in the Smart packages are a waste. Maybe include 30-50, but for the most part, nobody will really ever use 150 or more sms's per month. I actually tried to use as much as possible, the numbers didn't get very high.

OOB data rates should definitely be reduced. With a lot of deals still having a R2/MB out of bundle rate is unacceptable.

Calls get dropped way too often. Need to stabilize the network a bit in that department.
 
STILL TOO FAR GONE

rpm said:
Hi there

This is your chance to tell Vodacom how they can improve. Please tell Vodacom where they fall short and what they can do to make you a happier customer.

Please try to steer clear of obvious suggestions like “cut prices”, and try to give valuable input about the company’s products and services.

  • Which new products would you like to see?
  • Are there areas where Vodacom can improve its support?
  • Can they make it easier for you to buy their products?
  • Where do you think the company is losing ground against its competitors?

By giving your input you will stand a chance of winning a Sony 10’’ 32GB Android Tablet PC or branded gear bundles.

Please post all your feedback to Vodacom in this thread.
Click to expand...
SA lags behind the rest of the world in
[1] Highest COST wireless broadband
[2] Lowest per-user penetration
[3] Ultra-slow transmission throughout the country
[4] Failure to put PEOPLE before PROFITS = INSTITUTIONALISED EXPLOITATION
[5] Endemic neglect of customer feedback (which, tragically, calls this entire exercise into question!)
[6] Inferior service levels from CEO down the outdated & unwieldy hierarchy
[7] Massive disconnect between public promises (advertising, media releases) AND actual delivery
[8] Unresponsive "customer care" plus disproportionate costs in reaching call centres (time taken, productivity losses, dealing with untrained/ill-trained junior staff, failure to heed survey feedbacks etc.)
[9] Continued violation of Section63 of The Consumer Protection Act + deliberate delaying tactics in timeous work of NCC.
[10] Failure to meet national democratic priorities through exploitative pricing, poor network coverage, under-par transmissions speed (>1Mbps downloads, >500kbps uploads).
 
I'd say, by far my biggest complaint is 3G coverage, why can there not, in a place like Johannesburg be 3G everywhere? This isn't specifically a Vodacom problem, but its something they need to look at.
 
Hi

Vodacom has recently launched great promotions on the 1, 2, 3GB data bundles. I realise it is a promotion with prices at R89 for 1GB of data pm, but as an existing customer, I feel left out when I can not add a data bundle like that to my existing phone contract.

I would also like an uncapped data service for my phone (similar to BIS for Blackberry). A service like that would be great.
 
Coverage, coverage, coverage.
I stay in Centurion and see customers in Hatfield, Centurion, Illovo, etc. All high density office buildings.
Nowhere is my 3G speed any good. I've tried different modems, sims, etc.
They like to falsely advertise these great 7.2Mps+ speeds, but my 1Mps ADSL line at home is much better.
So up your coverage and backhaul speeds.
- Simplify your voice and data packages so everyone can compare and understand them. Cellc looks like they are leading the way here.
- Split phone and voice/data contracts. I don’t' want to subsidise another new phone or modem or tablet or laptop........ I just want to pay less.
 
List of suggestions

OK, aiming to show where they 1. fall short and 2. could get me to be happier.

The equation isn't all too difficult. Stop neglecting your data users (and innovate a bit in this area!), stop with your annoying "you just saved 10% with this call" pop-up messages on EVERY call (would be reason enough for me to switch) and improve your online presence. You have superb tools there, like free SMS sending and more. If you spent just a little time redesigning this interface, tons of people would actually start using it. Stop focusing on SMS and phone calls, when most people require data. Also, focus more attention on your pre-paid market (not device specific anymore - most of my network use iPhones and Samsung Droids with prepaid solutions).

You fall short on research, interface (*111# is just awful, yet I have to use it) and data. You could get me happier with rewards that relate to my habits; for some it is airtime (which you cover with your "R10 for staying a customer" voucher), for others it might be data - you have the stats on that, don't you?

New products could be an application or web interface for messaging, etc (current one is awful), product is fairly easy to purchase (but through FNB app) and you're losing ground to one of your competitors fast, due to neglecting the data users.
 
In my invoice, I would like see data usage based on application. E.g. 5GB VPN, 2GB Internet, 1GB SMTP. I can then claim back from my company for VPN services. I only pay for personal Internet access etc. Vodacom needs to implement Deep Packet Inspection and ability to count packets & charge for applications. I would also like Vodacom to launch a Facebook only prepaid package. I can then buy my kids this package without worrying about them going to adult sites.
 
Good signal Quality is very important. Recently the Vodacom network signal quality has dropped. In my area which had good HSUPA signal now has dropped down to 3G and sometimes even edge. Vodcaom needs to do more maintenance on the Towers around the country to keep them in good stead. Also they need to more faster in terms of offering the LTE network out everybody.
 
Broadband data is still way too expensive. Give me an uncapped, fixed price broadband at a price BETTER than fixed line adsl.
 
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