Vodacom
Ad customer experience

I did an online upgrade on 20 November 2013.the web application changed my address from being century city to midrand. it was supposed to be delivered by the 21st. when i phoned the vodacom call centre and explained, the lady sent an email to her supervisor to be escalated to ram. i was promised my phone on tuesday, 27 November. On monday i phoned RAM directly, to find out if my phone is in cape town. they had not changed the address. the lady asked my new address, changed it, and it was supposed to be sent to cape town yesterday.

yesterday (26 November) i went to the vodacom store. no one could change that address! they first needed to investigate and would call me back. what a waste of half an hour. and then i told them to just cancel everything, that i would go to a store and pay the stupid fee, as long as i could upgrade. i was then told that someone would call me with the cancellation.

late afternoon yesterday i got a call from an excited vodacom lady that told me that my phone is out for delivery.. in MIDRAND!!! how incompetent are you that you cannot get it right in 3 tries? after telling my story again, she promised to escalate and phone me back. Nothing!

Company: Vodacom
Country: South Africa
City: Online upgrade

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