Many Vodacom BlackBerry subscribers have expressed unhappiness about poor service levels associated with the service since May this year. The problems were likely related to congestion on the Vodacom BlackBerry network, something which was (according to unconfirmed reports) rectified on 24 October through a capacity upgrade.<\/p>\n
Some Vodacom BlackBerry subscribers have received refunds from Vodacom, but according to one consumer the cellular provider is not “very forthcoming with a public admission of the problem and refunding clients for poor service levels.”<\/p>\n
“To me it appears the service has been all but useless since May yet people continue to pay. If Vodacom has raked in 6 months worth of subscriptions and are only refunding a handful of users that really is daylight robbery,” he said. “I really feel that we need a public apology from Vodacom and a 6 month refund to all subscribers as a show of good faith.”<\/p>\n
Vodacom however argues that not all their BlackBerry subscribers were affected by poor service levels. “We do not believe that all customers using BIS had a bad experience of the service, and we are committed to investigate each complaint received and take the appropriate action,” said Nicolene Visser, Executive Head of Corporate Communications at Vodacom.<\/p>\n
“We invite all our BIS customers who have experienced a lower quality service to contact us by sending an email with the subject line ‘BIS’ to customercare@vodacom.co.za<\/a>. We will promptly make contact with customers to resolve any issues.”<\/p>\n