Vodacom: Contract upgrade, poor service & lack of communication

[Marcovitch]

So here's the problem...
On 27 May 2014, my wife logged on to the Vodacom website to upgrade her contract, she then received an SMS that a Call Center agent would call her to confirm the order

The next day (28 May) she did indeed receive a call to confirm the order, and contract chosen. This was followed by three SMS, the first one giving the order number, the second confirming the contract extension, and a third stating that the phone she requested "is currently on back order, and an update will follow shortly"

I'm not sure how Vodacom defines "shortly" but it has now been 13 days since last contact, with no word as to when the phone will be arriving.

In an attempt to get some answers I braved the labyrinth of the Vodacom call center, and after being shuffled around between different personnel and groups (and being disconnected twice) I was told that she could change the phone for a different colour (note: not the model, just the colour) that was in stock, but she would have to cancel the current order and choose a different contract, at a higher cost per month "because the deal she chose is no longer available on the website"

Now my first problem is, why is it so difficult for Vodacom to keep a customer up to date with the status of an order.
Secondly why does she have to cancel the current order and now pay more "because the deal is no longer available"

Could someone from Vodacom please clarify the situation

 

[Captain-Justice]

Don't be bullied and insist on your rights. The sms was the acceptance of agreement and you should pursue this further. The deal was on offer at the time your wife upgraded and both parties agreed to the T&C.

Don't expect a reply from Vodacom soon, they don't have a good track record of sorting out customer's issues. Ask me, I know.