Vodacom customer care really sux

I think that call back function works well. I reckon you do the call back function, and then initiate a new call to C-Care - that way you can take the first one that answers. Best of both worlds.
 
I suspect Skeptik does not actually use the call-back function.....

I've asked a few times for Skeptik to give me the numbers and times he used the call-back and it failed, so we can trace it but. So far have not received anything, except more posts here that it does not work.

How about it Skeptik? We can only fix it if we have information to work on.
 
I never really had trouble with vodacom except sometimes waiting 10 minutes but that was once or twice. they much better now. It's mtn you should be moaning about, i actually tried mtn for a while but im a vodacom guy no doubt about it. I phoned the mtn help desk and ended up telling the guy what he supposed to know already. He clearly didnt know anything about what he was talking about. And the waiting time is horrible, no less then 10 min. Dont know why this topic here anyway. As far as i see vodacom is the leading cellular network in SA and then there ppl with stupid topics like this.

oh btw creed dude you pay for the subscription, that caller id thing. You pay a monthly rate for it. It comes in your contract bundle.
 
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ic said:
Yep, that's my impression as well - especially considering that he's still using MTN to access this forum, which is why I support calling his bluff :).
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The Vodic 'Darstardly-Duo' still at work prowling the forum looking for any anti-Vodacom sentiment to counter :D:D

If I'm using MTN, it's for a reason ... just a thought ... Perhaps the data line is more reliable, doesn't stop start all the time and sometimes goes beyond what you actually paid (generous). The call centre people actually answer the phone and will actually call you back, the phone setup is simpler... etc. etc. MtN aren't perfect but any less hassle is seen by customers as a plus.

My main number is Vodacom because I am waiting for MNP when I will consider switching - besides I don't want to lose it.

On the last occasion I called 155 to help someone (also on Vodacom) the experience reminded me how bad their service can get. YES I did try the # and it didn't engage. I expect there are times when they turn it off. It could not have been the phone because we had just reloaded airtime and you need the # to confirm that. The 42 minute wait and the line cuts by the operator weren't a lot of fun so I wrote about it. If you don't like it then fix the problem and don't criticise the messenger.:p (I tried to get the owner's permission to give V3g the number but they said they didn't want to bother. It's a bit like reporting crime in SA. After a few useless responses from the police, noone reports anything.)
 
At least pass the details on the call in your sig:

"Err.... Vodacon, I dialed 155 and pressed '#' for a customer callback, but I'm still waiting! "

This is not the experience of your "friend" right, but your own?
 
vodacom3g said:
At least pass the details on the call in your sig:

"Err.... Vodacon, I dialed 155 and pressed '#' for a customer callback, but I'm still waiting! "

This is not the experience of your "friend" right, but your own?
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Dare I say it's probably also the experience of many Vodacom customers.

I complained about it last year sometime to someone senior. I don't have the ticket number anymore. I suspect it was closed (as they often are) without any input or notification of resolution. He did assure me it would be looked into ...

Funny how after all this time people still have the exact same complaints.:eek:

I'll be sure to advise you of my experience if I feel up to I trying Vodacom # again.;)
 
Hi there. Please see my thread on the 619 error in Kempton. You know, I must have spent an hour trying to get to the right person at 155. And support isn't even on options 1,2 or 3. After about 14 tries, once being cut off, once being told to delete all my profiles, several times arriving at the wrong place, I finally figured out that 155-2-0 gets me to the 3G helpdesk, and I finally hooked up with a nice lady Louise who took all my details, asked all the right questions, and assigned the call. I have to admit that the structure at 155 is terrible, and the people may not be all qualified. I also left a request for a dial-back, which I did not get. I did not even bother using the "#", I just knew I would not get a call - you just know these things after this kind of experience. Some sympathy for this "Skeptik" gentleman, please.

Regards, Ian
 
vodacom3g said:
Simple in theory, but it's a massive challenge to find enough skilled people at the required level and in the numbers needed. The posts are there....
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Maybe Vodacom should contact the govt about the 30 000 unemployed uni graduates they supposedly have on file. Serious V3G, I'm, not being facetious. PM me if you want more info.
 
Have to agree with some that the service on the support lines are pretty horrible.

Called 082111 earlier tonight, held on for about 10 mins (not too bad), but the bloke I spoke to (1) couldn't help me and (2) couldn't put me through to someone who could.

How come he can tell me I need to call 155, but he cannot put me through?

Now I've been holding for 38 minutes for 155.

That is just really horrible service.
 
ic said:
Try the new callback system [post=577385]as described here...[/post]
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Yeah, nice idea. Except it seems that it only works when calling from a Vodacom number. I only have one vodacom SIM and that's in my datacard. I think I'm just gonna give up. It's been an hour already.
 
Debbie2 said:
Maybe Vodacom should contact the govt about the 30 000 unemployed uni graduates they supposedly have on file. Serious V3G, I'm, not being facetious. PM me if you want more info.
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Tx Debs, good idea, so please send me details. E-mail, if you still have my e-mail.

I've been helping with interviewing and the number of qualified (BUT inexperienced) candidates is quite disturbing. It rattled me to see people with diplomas / degrees working as packers because there is no work. I feel very sorry for these people. Most of us will remember when we finished our studies, we were ready to take on the world...now suddenly you're told you cannot use your new knowledge, go back to being a packer, waiter, etc.

It's the age old dilemma, you need a job to get experience but no-one wants to employ you because you're not experienced. It's near impossible to break into the job market.

We're busy building a curriculum to do complete in-house training (using the above base), but this is not a short term solution.

And in the meantime, if we don't put the best techies on the call desk then the sceptics of the world just blast us for the fools we put on the call desk.

Or even worse, brag on the forum that they enjoy attacking these people.....:(
 
antonbijl said:
Yeah, nice idea. Except it seems that it only works when calling from a Vodacom number. I only have one vodacom SIM and that's in my datacard. I think I'm just gonna give up. It's been an hour already.
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What's the actual problem? Can't we help?
 
antonbijl said:
I think I'm just gonna give up. It's been an hour already.
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I rest my case.
Sorry all these customers have to experience such poor service from Vodacom.
vodacom3g said:
And in the meantime, if we don't put the best techies on the call desk then the sceptics of the world just blast us for the fools we put on the call desk.

Or even worse, brag on the forum that they enjoy attacking these people.....:(
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WHAT?? YOU HAVING A BAD DAY OR SOMETHING CHAP?
 
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vodacom3g said:
No, it's true, you won't believe it.

I've seen people brag on this forum how they enjoy revving up the call desk operators.
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Well they'd be idiots to do something like that, I rather think it's the operators with their smug voices and sarcastic tone that brag about revving up the customers :( IMHO
 
vodacom3g said:
No, it's true, you won't believe it.

I've seen people brag on this forum how they enjoy revving up the call desk operators.
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The sceptiks of the world? I think you should explain .... and fast ... :confused:
 
teraside said:
Well they'd be idiots to do something like that, I rather think it's the operators with their smug voices and sarcastic tone that brag about revving up the customers :( IMHO
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These 'idiots', as you call them, do seem to exist.... Did a quick search and found this example on one of the myADSL forums:

"Vodacom are no better?! I have been considering publishing some of my phone calls recorded while talking to the dead-heads at the callcentres. I find it good therepy having a go at the thickets employed there. Worst in the world IMHO..:-o"
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Surely the idea is for everyone to work together to resolve a problem. Abusing the call desk as a form of therapy is just wrong...and weird....
 
vodacom3g said:
Surely the idea is for everyone to work together to resolve a problem.
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Yes, one would think....

[Start=theory]However, from my own observations, it seems that in SA (at least) both companies and the 'general public' customers are guilty of approaching business relationships in an adversarial manner. Right from the start each views the other as 'the enemy', on one level or another. There is mistrust and deception, fueled from both sides. Many companies no doubt screw customers, but at the same time many customers screw companies if ever given an opportunity, and this creates an endless cycle of mistrust.

What a difference it makes when one individual from one side breaks this cycle! What a difference it makes when you call a callcentre and sincerely ask the person how their day has been! What a difference it makes when a company does something out of the ordinary that makes the customer feel valued!

We have got to start seeing customer-company transactions as symbiotic relationships; instead of entering into such relationships as though they were some kind of competition about who can screw the most out of the relationship.

Now, if more people would realise this....[/end theory]
 
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