Vodashop Menlyn

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grim

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I went into vodashop menlyn today to get a 64k sim card for my nokia 6680. When i asked the shop assitant(Read: Idiot) about it he told me he wouldn't advise it because they are not WIG enabled. Then i told him to just do the swap it's fine then when i gave him my number he said it won't work because 072 numbers don't support 64k sim cards. I told him to do it anyway and it worked. Please can someone from vodacom give the shop assitants a course in how a cellphone network works and give them the knowledge so that they don't embaras themselves like they did today when a knowledable customer goes into a store looking for something.
 
Man! That goes for MTN too

grim said:
I went into vodashop menlyn today to get a 64k sim card for my nokia 6680. When i asked the shop assitant(Read: Idiot) about it he told me he wouldn't advise it because they are not WIG enabled. Then i told him to just do the swap it's fine then when i gave him my number he said it won't work because 072 numbers don't support 64k sim cards. I told him to do it anyway and it worked. Please can someone from vodacom give the shop assitants a course in how a cellphone network works and give them the knowledge so that they don't embaras themselves like they did today when a knowledable customer goes into a store looking for something.
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What is it... why should the public be more informed and interested in their products than their own employees...

I have had endless hassles just trying to get tech specs on phones from these guys - they have NO CLUE what the difference between a moto v3, v3i, v3x is, etc. etc. Don't know what the cheapest broadband phone is, etc. irritating. I just do the homework myself then browse and tell them to leave me alone when they smile and approach.
 
EdRobinson said:
What is it... why should the public be more informed and interested in their products than their own employees...

I have had endless hassles just trying to get tech specs on phones from these guys - they have NO CLUE what the difference between a moto v3, v3i, v3x is, etc. etc. Don't know what the cheapest broadband phone is, etc. irritating. I just do the homework myself then browse and tell them to leave me alone when they smile and approach.
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This is in no way an attempt to justify bad service, but I've personally learnt a long time ago to do all my own product research, no matter if I want to buy a hi-fi, cell phone or a car. After that you only visit the retail channel for availability and pricing.
 
vodacom3g said:
This is in no way an attempt to justify bad service, but I've personally learnt a long time ago to do all my own product research, no matter if I want to buy a hi-fi, cell phone or a car. After that you only visit the retail channel for availability and pricing.
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I see you mention the retail channel here, i own a computer business we buy from the wholesalers and it's very rare that you find a sales rep that's actually clued up on what's available and what the products can do.
 
ic said:
This is all too common a problem in SA, and I'd say at least 50% of the time it's due to a lack of training, but the other 50% of the time it's due to a complete lack of work ethic and lack of interest [and in extreme cases contempt for customers] on the part of sales people who prefer to make a sale [any sale] instead of asking customers what their needs|requirements are and suggesting a product|service that is at least a good match.
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It actually goes back even further than this; there is a culture amongst sales people in retail that you don't need to provide service as they know they're protected by labour laws so they just don't care.

If you want good service in a retail store, find the owner. 99% of the time you'll get good service. These same owners will tell you tales of woe about there own sales staff.....

It's easy to say the owners must sort out the staff, but then those pesky 'let's protect the employee and stuff the employer' laws kick in...
 
reminds me when i was at Vodashop awhile back one of the consultants didnt even know how to take the back cover off my phone.... and they are the ones that sold it to me. i rate Vodacom should install a Techie teen in every Vodashop. the average teen knows more about cellphones than they do.
 
Us eager techies and early adopters have very little hope when approaching the retail channels...

I have found that generally the ad campaign launching a exciting brand new products comes weeks before the empoyee training occurs. While I understand the need to get the products out to market as fast as possible - i think training should be done before products are anounced to the clients.

2 recent examples:

When hearing about sms bundles being available on TopUp contract - i visited my friendly local vodashop and both times they had to phone to find out what i was talking about - they were convinced that this client was loony...

Also went to a different vodashop more recently to find out about the 4U contract that has been spoken about here recently. The sales rep didn't even know what i was talking about - and he couldn't even find the info in his brochure even though it was there...
 
My story happened on friday at vodaworld..went there for a software upgrade at 2.30. I first went to nokia and the guy there said the place was dead so theyre closin at 3. I asked him how long it usually took, he said 15mins. So i asked him nicely to help me out..nothing doing. Then off to vodashop and the lady there didnt even know where they update the phones or what the latest ver firmware was!
 
Problems with customer support

I agree with everything being said about the poor quality of customer support having had to wait an hour at Menlyn to obtain my HSDPA card even though I had made prior arrangements. The person I was asked to contact knew nothing about the card! However, this problem extends to 121 and 155 as well where I, like many others, have been miffed by long waiting times ( more than 20 minutes) and "consultants" who often know less about the products than list members. I logged a dispute with Vodacom on the 11th that still has not received any satisfactory conclusion. I want here to register the fact that these observations always exclude my dealings with V3G who has often solved problems for listees that had begun to seem insurmountable!
 
GayTechie said:
i rate Vodacom should install a Techie teen in every Vodashop. the average teen knows more about cellphones than they do.
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I agree... I have 2 friends - electrical engineering students - who work as sales staff for another network and they are so much more clued up than even the permanent staff in their shop.

bruceahibbert said:
and "consultants" who often know less about the products than list members.
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I have often wondered why there can't be a general support and then a different high tech support for us more savvy users so we don't get 'did you remember to turn your phone on' rubbish when we have a problem. Having v3g here is definitely a good start :D but if we could have a few more techno gurus from the networks to deal with our queries I think it would go a long way the please us hardcore geeks who frequent the forum :D
 
ambo said:
I have often wondered why there can't be a general support and then a different high tech support for us more savvy users so we don't get 'did you remember to turn your phone on' rubbish when we have a problem. Having v3g here is definitely a good start :D but if we could have a few more techno gurus from the networks to deal with our queries I think it would go a long way the please us hardcore geeks who frequent the forum :D
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There is a system such as this in place with first line being 155, second line is something called the Data Help Desk and third line, yet another bunch, called MTS. With every level the expertise increase.

You still need to access them via the normal process, so still need to call 155.
 
Do people have to have like a minimum qualification to work in the MTS section? Just for interest sake id like to know.

PS. Also I once phoned 155 and spoke to a consultant to get help on how to set up my phone to check gmail from it and she didnt know gmails mail server address. Common details like this should be kept on hand even though it has nothing to do with vodacom itself.
 
Yeah, I had a problem with my 3G contact and was told by 155 "...Uh, you need to call the shop that sold you the contract".

I went back to Vodashop and after TWO MONTHS I called 155 again and said that this is going nowhere and that I expect them to sort it out.

The guy on 155 sorted my problem out in 10 minutes. Why couldn't the Vodashop do it that fast?
 
vodacom3g said:
...second line is something called the Data Help Desk and third line, yet another bunch, called MTS. With every level the expertise increase.
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Thanks v3g - thats handy to know...

Can we ask to be put through to 'Data Help Desk' immidiately if we know that our problem is of a highly technical nature?
 
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