Ok, so first off i want to start this post off by saying i have been a loyal and devoted customer of Vodacom for the last 10yrs, they have always met my needs in terms of my mobile requirments. I chose them not because the prices were the cheapest, but because the network service was impecable and the customer service was much better than "wooosh" and "Yello" they were always my first choice....
So when i got my new iPad i simply took my existing data contract and started using it on the iPad. For the last 4yrs we have had a R50 call limit on the contract ot prevent nasty suprises. Seeing as the iPad cant send sms`s of use the WASP menu, i assumed that when the data is over the limit they will lock the account and i wont be able to use the iPad. So on the 1st of July i call the contact centre to check the remaining bundle as i wanted to know how much data i used and i was told i was R700 (350MB) over, i spoke to 2 advisors in the call centre and both said the limit should have kicked in and they could see why it hadnt, as it had done several times over the last 4 yrs. So i ask for the complaint to be escalated and they log a service request, only to be called a few days later and told, yes you did use the data. I was never saying i didnt use thedata, i was complaining that a service they offer does not work. So i get told the discalimer at the bottom of the page i signed says its not always accurate or reliable. So why offer the service ? I basically get told to F**k off.....
So i logged the complaint on Hello Peter and got an email 2 days later asking for my cell number, 3 days after that i hadnt heard anything else. So i call evey physical building VC owns until i find the advisor in question only to be told i can speak to her or her TL as they dont have extensions. Funny that i work in a Call Centre and all our advisors have extensions, otherwise how do the calls get through ?? Anyways i get hold of a lady who tries to assist me by putting me through to someone else. After a few debates, they offer me a 50% Goodwill Gesture, deciding that i had spent to much time on this i give in and accept. I send through the form and accept the offer. So my debit order goes off a week later and guess what, no GWG.
I email them to ask what up and no answer, so i mail again and get told it was still going through an internal approval process. I know people who work in VC and they said the approval process is 48hrs at max, not 2.5 weeks. At this time i get my allocation of data for this month and only get 100MB instead of the 110MB. I know its a small thing but still what happening here, take this and then the network outages recently and i couldnt take it anymore. So i mail Pieter Uys (VC CEO) to explain my discontent, i get a "officer" from his office who repsonds to me a day later saying they add the 10MB onto my account, what about my initial complaint ? They flippantly ignore that, dont even offer an apology or show any ownership. After sending them 3 further emails voicing my disgust at the way i have been treated, they process the GWG i was promised 3 weeks ago..
At around the same time, my data bundle expires so i decide to by some more using *111# as i have done for the last 3 yrs and guess what, i have been unable to buy data on my account. When i try to buy an "old" bundle, i get a message saying the bundle no longer exists, when i try and buy a new one, the say i am not authorised to use this service. So after 1hrs on the phone with 111 and 155 they cannot understand why and log a serivce request, needless to say i am still paying R2 per MB now as i cannot for the life of me activate a bundle on my iPhone....
All in all its been a shocking few weeks with Vodacom and 2months ago i would never have thought of moving, even despite me paying R290 for a 1G 3G bundle when new VC customer where getting 2GB for R149... No i have no choice, i would rather save money and get sh*t service than pay alot and get sh*t service.... Wooooooosh !!!!
I know i am not alone in this frustration as many of my friends have had billing or serivce issues recently... If the top managment cant treated clients properly, you cant blame the call centre for following suite.....
So when i got my new iPad i simply took my existing data contract and started using it on the iPad. For the last 4yrs we have had a R50 call limit on the contract ot prevent nasty suprises. Seeing as the iPad cant send sms`s of use the WASP menu, i assumed that when the data is over the limit they will lock the account and i wont be able to use the iPad. So on the 1st of July i call the contact centre to check the remaining bundle as i wanted to know how much data i used and i was told i was R700 (350MB) over, i spoke to 2 advisors in the call centre and both said the limit should have kicked in and they could see why it hadnt, as it had done several times over the last 4 yrs. So i ask for the complaint to be escalated and they log a service request, only to be called a few days later and told, yes you did use the data. I was never saying i didnt use thedata, i was complaining that a service they offer does not work. So i get told the discalimer at the bottom of the page i signed says its not always accurate or reliable. So why offer the service ? I basically get told to F**k off.....
So i logged the complaint on Hello Peter and got an email 2 days later asking for my cell number, 3 days after that i hadnt heard anything else. So i call evey physical building VC owns until i find the advisor in question only to be told i can speak to her or her TL as they dont have extensions. Funny that i work in a Call Centre and all our advisors have extensions, otherwise how do the calls get through ?? Anyways i get hold of a lady who tries to assist me by putting me through to someone else. After a few debates, they offer me a 50% Goodwill Gesture, deciding that i had spent to much time on this i give in and accept. I send through the form and accept the offer. So my debit order goes off a week later and guess what, no GWG.
I email them to ask what up and no answer, so i mail again and get told it was still going through an internal approval process. I know people who work in VC and they said the approval process is 48hrs at max, not 2.5 weeks. At this time i get my allocation of data for this month and only get 100MB instead of the 110MB. I know its a small thing but still what happening here, take this and then the network outages recently and i couldnt take it anymore. So i mail Pieter Uys (VC CEO) to explain my discontent, i get a "officer" from his office who repsonds to me a day later saying they add the 10MB onto my account, what about my initial complaint ? They flippantly ignore that, dont even offer an apology or show any ownership. After sending them 3 further emails voicing my disgust at the way i have been treated, they process the GWG i was promised 3 weeks ago..
At around the same time, my data bundle expires so i decide to by some more using *111# as i have done for the last 3 yrs and guess what, i have been unable to buy data on my account. When i try to buy an "old" bundle, i get a message saying the bundle no longer exists, when i try and buy a new one, the say i am not authorised to use this service. So after 1hrs on the phone with 111 and 155 they cannot understand why and log a serivce request, needless to say i am still paying R2 per MB now as i cannot for the life of me activate a bundle on my iPhone....
All in all its been a shocking few weeks with Vodacom and 2months ago i would never have thought of moving, even despite me paying R290 for a 1G 3G bundle when new VC customer where getting 2GB for R149... No i have no choice, i would rather save money and get sh*t service than pay alot and get sh*t service.... Wooooooosh !!!!
I know i am not alone in this frustration as many of my friends have had billing or serivce issues recently... If the top managment cant treated clients properly, you cant blame the call centre for following suite.....
Last edited:
