Hi Folks
Looking for some advice or a contact person at Vodacom who might be able to assist. Will try keep this short.
My wife's cell phone died about three weeks ago. After shopping around she found a deal from another provider that she wanted. On 14th Feb my wife called into Vodacom contact centre to request a number port. Her existing contract has 2 months to run and she was prepared to pay in two months' fees to move. She was forwarded to Retentions dept and explained her reasons for wanting to port her number.
Vodacom made an offer to match the other provider, which my wife accepted and this was then processed as a telephonic order via Upgrades department.
When the phone was delivered by the courier, a different phone to the one ordered was delivered. My wife contacted Vodacom about this and was told that the phone delivered is what she agreed to. Since then it's turned into a "he says/she says" scenario.
To try and resolve this, we escalated to a person we were told was a manager in Retentions on Friday 20th Feb, and asked for Vodacom to pull the recordings of the conversations with Retentions and Upgrades from 14th Feb to confirm exactly what was ordered, and we were given reference numbers for this request.
To date we have no progress. Each time we call back into Vodacom to try follow up, we can quote our order number and the reference number for the requested recordings, but we are given the run around. Passed between Customer Care, Retentions, Upgrades, round in circles. When we ask for the person that we spoke to on Friday 20th Feb we're told that person doesn't exist and although they can see "on the system" our reference number, they cannot tell us who logged the requests or when the requests will be resolved. We then get told someone will investigate and call us back later in the day but this doesn't happen. We call back a day later and the process repeats itself.
So our current position is:
- We have a phone that we didn't order sitting in our house. Still in a sealed box, untouched;
- Vodacom insists that we did order the phone we have in our possession;
- Vodacom seem unwilling or unable to provide the recordings with the Upgrades department to confirm the exact nature of the order.
Any suggestions, advice or Vodacom contact person who can help out?
If the recordings are ever pulled and confirms otherwise I have no problem admitting we were in the wrong.
Looking for some advice or a contact person at Vodacom who might be able to assist. Will try keep this short.
My wife's cell phone died about three weeks ago. After shopping around she found a deal from another provider that she wanted. On 14th Feb my wife called into Vodacom contact centre to request a number port. Her existing contract has 2 months to run and she was prepared to pay in two months' fees to move. She was forwarded to Retentions dept and explained her reasons for wanting to port her number.
Vodacom made an offer to match the other provider, which my wife accepted and this was then processed as a telephonic order via Upgrades department.
When the phone was delivered by the courier, a different phone to the one ordered was delivered. My wife contacted Vodacom about this and was told that the phone delivered is what she agreed to. Since then it's turned into a "he says/she says" scenario.
To try and resolve this, we escalated to a person we were told was a manager in Retentions on Friday 20th Feb, and asked for Vodacom to pull the recordings of the conversations with Retentions and Upgrades from 14th Feb to confirm exactly what was ordered, and we were given reference numbers for this request.
To date we have no progress. Each time we call back into Vodacom to try follow up, we can quote our order number and the reference number for the requested recordings, but we are given the run around. Passed between Customer Care, Retentions, Upgrades, round in circles. When we ask for the person that we spoke to on Friday 20th Feb we're told that person doesn't exist and although they can see "on the system" our reference number, they cannot tell us who logged the requests or when the requests will be resolved. We then get told someone will investigate and call us back later in the day but this doesn't happen. We call back a day later and the process repeats itself.
So our current position is:
- We have a phone that we didn't order sitting in our house. Still in a sealed box, untouched;
- Vodacom insists that we did order the phone we have in our possession;
- Vodacom seem unwilling or unable to provide the recordings with the Upgrades department to confirm the exact nature of the order.
Any suggestions, advice or Vodacom contact person who can help out?
If the recordings are ever pulled and confirms otherwise I have no problem admitting we were in the wrong.