I had my cellphone upgraded at Game (where we always do our upgrades) and had all the necessary documentation for the upgrade only to be told I need a sim swop as the new cell phone uses a smaller sim card and I had to do this at Vodacom. I went there and was told that I need ANOTHER letter giving me permission to do the sim swop. I showed all documentation for the upgrade and my consultant advised that he would need to ask his manager if he could do the sim swop for me with the upgrade documentation. The manager came over (after keeping us waiting for about 10 minutes) and basically mumbled and waved her hands that we need a separate letter for the sim swop. I asked her if we could do it with the upgrade permission letter but she did not want to hear anything, she mumbled her story again and when I explained that the owner of the business was there with me she said the same story and then just walked off. I understand procedure, but there are ways of explaining things to customers - especially if you want to keep them. She was totally and utterly rude and should not be in a managerial or customer service position. What a bad reflection on Vodacom and your brand contact points.
0 comments