Problem with Vodashop store

F

Fray

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I have a problem with a vodashop outlet that will not refund me money for a port I requested them to do.

the outlet in question is VodaShop Pinecrest.
I ported my partners number from Vodacom Prepaid to a Vodacom Contract and although there were hiccups around that process I continued with life and managed to get my partners number onto a contract.

The time came for me to renew my contract and as I was not happy with my service provider at the time, I decided to change service providers although I would still stay on Vodacom.

Here came all my problems: My requirement was fairly simple - I just wanted to move on to a prepaid account so that I could keep a grip on my data usage as I have the HTC Hero and had no idea of the expected data usage. my contract with my old service providor was over by 3months and I hadn't renewed it at that stage. Seems fairly simple - so you would think?

I then told the Vodashop representative my wishes and he said no problem - he handed me a sim card, had all the documentation processed and was advised that I would receive an sms to tell me that my port would be approved or declined. initially it was declined as the wrong ID number had been used, but we sorted that out and again, was told to wait. Got the sms for approval and I then went back down to the store and purchased a sim card for R60 and did the rica stuff. I was then told that when my current sim card loses signal, i could then insert my new sim card - I thought sweet! couldn't be any easier?!

I waited till the next day, then the day after that, then the day after that... Phoned the Vodashop to tell them that my old sim had not been de-activated - they seemed surprised, and told me that they would phone me back. No phone call back. Phoned the next day and asked what was going on - gave them my number, gave them the new sim card serial number etc. they said they would sort it out and give me a call back. no phone call.

went into the store and asked what was going on, the guy digs on the PC for 15mins and tells me that my port will go through on the 29th of May (that day was the beginning of May). Now being the patient person I am, I sucked it up and continued with life.

29th came and went - nothing.

I then got a bit irritated and phoned them again - they said they would follow up and phone me back. surprise surprise, no phone call back.

I go in the next day and ask to speak to the manager, I asked her to sort it out and she assured me that she would fix the problem and get me on pre-paid and promised she would phone me when it gets sorted. yay! NOT! no phone call again.
I went into the store the next day and see the manager spot me and duck into the back office as I was walking into the store - demand to speak to the manager and was told she was on an important phone call so I said I would wait till she finished and gave up after half an hour, and spoke to the one consultant. She then told me that I have to go back to my old service provider and ask them to port my number and that she is very sorry but there is nothing they can do.

so thought "F%^k you" and walked off. Told my old service provider to reverse my request to port out, sorted in 5mins, renewed my contract, walked out with a new phone which I gave to my S.O.

So now that my contract was back to square one, I still had a dud Sim card that I had no use for - the Vodashop charged me for the sim card, didn't deliver and refuse to refund me the R60.

I know its only R60, its not about the money any more for me, its about delivering promises. If you pay someone for a service and they don't deliver you shouldn't have to whine about getting refunded.

ethics these days dishearten me.
 
Post this on HelloPeter. Works a charm. Unless OC can help with this?
 
Hello Fray. Sorry to hear about your bad experience. What you can do is email the above complaint to [email protected]
Vodacom will then get in touch with the store management and request that they respond with answer and resolution to the problem.

Seeing that you have now upgraded your line again with your current SP, I am not quite sure what you are looking for? Are you looking for the refund?

I have never done a port as you mentioned, as most of the ports that I do are from contract tot contract, but what you requested should be possible to do with no real problems. We would merely submit your port request on the system as a contract (this is because you are a contract client on the donor network) but when we actually activate the port, you buy a prepaid starter pack and then we activate the port on the prepaid RICA system and flag it as a port. Your number will then be ported onto the prepaid platform and linked with the sim in the prepaid starter pack

I do not understand why this posed such a big problem for the store. It is difficult to comment seeing that I do not know what they were doing/not doing.

Kind Regards:
OC
 
The consultant does not know what he is doing.When you are on One network and staying on the same network in this case contract to prepaid.No ports must be done because you are already on that network.The consultant should just move you number to prepaid.

This does not cost any monies at all.You should demand a refund.
Please call 0821909 during business hours option 4 and ask for a customer liason officer at Vodacom KZN.
 
Fray said:
The time came for me to renew my contract and as I was not happy with my service provider at the time, I decided to change service providers although I would still stay on Vodacom.
Click to expand...

By the sounds of it, he wants to change service provider, but stay on Vodacom still. This is a Service Provider Port, for example from Nashua to VSP (but remaining on the same network)

Also, if this was for example a Autopage number, Vodashop would not have been able to assist him. We do not have access to any other service providers numbers.
 
Here came all my problems: My requirement was fairly simple - I just wanted to move on to a prepaid account so that I could keep a grip on my data usage as I have the HTC Hero and had no idea of the expected data usage. my contract with my old service providor was over by 3months and I hadn't renewed it at that stage. Seems fairly simple - so you would think

@ OC Fray wants his existing vodacom number moved to prepaid
Its not possible to change SP on prepaid when your network is the same.This applies to all networks.
 
Sponge Bob Square Pants said:
@ OC Fray wants his existing vodacom number moved to prepaid
Its not possible to change SP on prepaid when your network is the same.This applies to all networks.
Click to expand...

Yes, I agree he wanted his number converted to prepaid, which VSP can do for their clients on request - subject to contract having run its course or you buying out the rest of the contract.
I do not understand your second point though. You get two kinds of MNP's. The first being a Network Port. This was the first kind of porting that was allowed and entails a MTN number moving over to Vodacom for example. Then you get a SP Port, which was made available a month or so after Network Porting was released. This entails a Vodacom number being moved from one SP to another, like Autopage to VSP. The number stays on the Vodacom network, but merely changes service providers.

To have this done, we would submit the clients port request on our system as a contract number, entering his cell number, ID number and Account number with his then SP. Once they approved it on the system, the client will purchase a new prepaid starter pack, and we activate the port on the RICA system and flag the number as a port. He will then be ported into VSP as a prepaid client, and not as a contract client.

But as I said, I have never done a port like that before, but I see absolutely no reason why it would not work.
 
Fray said:
I have a problem with a vodashop outlet that will not refund me money for a port I requested them to do.

the outlet in question is VodaShop Pinecrest.
I ported my partners number from Vodacom Prepaid to a Vodacom Contract and although there were hiccups around that process I continued with life and managed to get my partners number onto a contract.

The time came for me to renew my contract and as I was not happy with my service provider at the time, I decided to change service providers although I would still stay on Vodacom.

Here came all my problems: My requirement was fairly simple - I just wanted to move on to a prepaid account so that I could keep a grip on my data usage as I have the HTC Hero and had no idea of the expected data usage. my contract with my old service providor was over by 3months and I hadn't renewed it at that stage. Seems fairly simple - so you would think?

I then told the Vodashop representative my wishes and he said no problem - he handed me a sim card, had all the documentation processed and was advised that I would receive an sms to tell me that my port would be approved or declined. initially it was declined as the wrong ID number had been used, but we sorted that out and again, was told to wait. Got the sms for approval and I then went back down to the store and purchased a sim card for R60 and did the rica stuff. I was then told that when my current sim card loses signal, i could then insert my new sim card - I thought sweet! couldn't be any easier?!

I waited till the next day, then the day after that, then the day after that... Phoned the Vodashop to tell them that my old sim had not been de-activated - they seemed surprised, and told me that they would phone me back. No phone call back. Phoned the next day and asked what was going on - gave them my number, gave them the new sim card serial number etc. they said they would sort it out and give me a call back. no phone call.

went into the store and asked what was going on, the guy digs on the PC for 15mins and tells me that my port will go through on the 29th of May (that day was the beginning of May). Now being the patient person I am, I sucked it up and continued with life.

29th came and went - nothing.

I then got a bit irritated and phoned them again - they said they would follow up and phone me back. surprise surprise, no phone call back.

I go in the next day and ask to speak to the manager, I asked her to sort it out and she assured me that she would fix the problem and get me on pre-paid and promised she would phone me when it gets sorted. yay! NOT! no phone call again.
I went into the store the next day and see the manager spot me and duck into the back office as I was walking into the store - demand to speak to the manager and was told she was on an important phone call so I said I would wait till she finished and gave up after half an hour, and spoke to the one consultant. She then told me that I have to go back to my old service provider and ask them to port my number and that she is very sorry but there is nothing they can do.

so thought "F%^k you" and walked off. Told my old service provider to reverse my request to port out, sorted in 5mins, renewed my contract, walked out with a new phone which I gave to my S.O.

So now that my contract was back to square one, I still had a dud Sim card that I had no use for - the Vodashop charged me for the sim card, didn't deliver and refuse to refund me the R60.

I know its only R60, its not about the money any more for me, its about delivering promises. If you pay someone for a service and they don't deliver you shouldn't have to whine about getting refunded.

ethics these days dishearten me.
Click to expand...

The point is that the Vodashop personel never actually listened to the clients request ( listening is a real skill these days). I would suggest that you either do as OC says and send the email complaint or you can pm me your number and i can escalate it for you.

The service received is beyond pathetic.

I appologise for the bad service you experienced.
 
maybe notify the staff at this store to do the following:
VODACOM ACADEMY TRAINING BOOKING FORM


Please complete one form for each course and fax to (011) 546 8269
Should you have any further enquiries contact us on (082) 277 7873


book for Module 2 - Customer Service & Selling Skills
 
To be clear, I just wanted to go from a Talk 120S to a normal prepaid as I had no idea what to expect as a data bill when I moved over to contract - I didn't want to end up with an unknown extra cost as the new smartphones tend to use up data when you make use of their features.

I didn't want to mention a specific name of my old SP but you get the idea...

I now want a refund - I want my 60 bucks back and for everyone to be aware of the intricacies of porting a number.
The money is not what bothers me anymore - I had long written that off. I just want as many people as possible to know about the bad service from that specific store - I have no problem with Vodacom itself - its the representatives behind the counter that screw it all up for the frankly brilliant name.


"or you can pm me your number and i can escalate it for you."
PM will be sent
 
you are eligible for a refund since it does not cost anything to move from any service provider from Contract to Prepaid on the Vodacom network, since you make use of your existing sim card. If you old sim card was damaged or a 8k or 16k sim card it might be recommended to upgrade to the 64k simcard.

btw sim swops for prepaid are R 20.00 only - starter packs should be free or a maximum of R 5.00
 
Fantastic1 said:
you are eligible for a refund since it does not cost anything to move from any service provider from Contract to Prepaid on the Vodacom network, since you make use of your existing sim card. If you old sim card was damaged or a 8k or 16k sim card it might be recommended to upgrade to the 64k simcard.

btw sim swops for prepaid are R 20.00 only - starter packs should be free or a maximum of R 5.00
Click to expand...

Correct, VSP does not charge to convert a contract to prepaid once the contract is finished.

To port from Autopage to VSP as a contract customer (vodacom - vodacom) would not incur a sim card cost either, as we use your existing one.

To port from Auopage to VSP as a prepaid customer you have to purchase a prepaid starter pack though.
 
Autopage or Nashua just had to do a contract to prepaid conversion.
 
chrissy said:
Autopage or Nashua just had to do a contract to prepaid conversion.
Click to expand...

Correct, however this client went into the Vodashop and the consultant did not do the correct thing and charged them for a sim card :(

if the clients contract was completed at the previous service provider and he did provide them with the notification. after the notification period if he went
into any Vodacom (VSP) store the port could have been done at no charge to the client.
 
Yes, i was mis-informed from the start. I had placed my notice with Nashua and followed all the correct channels as I was advised. but non of that matters now - i'm still with Nashua and paying extra for no real extra benefit.
 
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