How long does your network make *you* wait?

[xerxesv5]

A simple question. I really want to port, but I figure things must be worse everywhere else. What are your experiences? When you want something done on your line, how long have you been made to wait?

Remember, report *good* lead-times as well as bad ones! I've never had Vodacom make me wait this long:

Network/SP: Vodacom / VSP
Action(s): Cancel contract, leave on prepaid, activate prepaid Blackberry.
Time (counting working days only):

• Day 1 - Faxed documents, told to wait 7 days.
• Day 7 - SMSes but nothing happens.
• Day 8 - 2 call centre calls, my SIM has been deactivated and people who call me get "The number you have dialed does not exist", told to wait 24 hours for migration (pffft)
• Day 9 - Don't believe me when I tell them it's broken the next day, told to wait another 24 hours.
• Day 10 - Oh look, it's broken, escalated to Technical, told to wait another 24 hours.
• Day 11 - Exactly 23 hours later, tech smses me to say that it works. Finally! The number exists again. Buy bundle activate blackberry on prepaid at 1PM. 2 hours later nothing. Phone, they say an hour.
• Day 12 - This morning. They say APN still not active. Wait till 1 they say, when it will be... guess what? Twenty-four hours after I activated the bundle! (the other call centre agent was wrong apparently)
• Still day 12 - I just called and it’s broken. Still not provisioned. The call centre agent escalated to technical. And I now have to wait another 24 hours for feedback.

Vodacom's process is: if a step in their process hasn't worked, wait 24 hours. Every step in the process is assumed to take 24 hours to complete (save some that take 7 days). They will not help you until you have waited 24 hours for each step. Every single callcentre agent I have ever dealt with uses this, even when its a complete bull**** excuse and you both know something has gone wrong.

Is MTN any better?

 

[midkemia]

its not who is better, its who is worse!

 

[InTheCube]

MTN is worse. You at least managed to get through to the Vodacom Call Center consistently. You can wait on hold for up to 2 hours to get hold of somebody at the MTN call center, and when you do get through, you often get through their most uneducated, untrained, unknowledgeable agent who is a complete idiot at his job, with no manners and no respect for MTN customers.

You might want to read about my MTN experience last year, if you're interested.

 

[xerxesv5]

You might want to read about my MTN experience last year, if you're interested.

Thanks ToxicWazte. I'm reading now, Vodacom usually listens at least. They just make you wait a day every time they do something. Email, curiously enough, is usually the best way to get through to them.

Oh and:

• Still day 12: I just called and oh look, it’s broken. Still not provisioned. The call centre agent escalated to technical. And I now have to wait another 24 hours for feedback.

YAY. Still, thank Julius I'm not on MTN! =)