I went to the Vodacom store to try and get a sim swap. The contract is my fathers name but I did not have all the documentation required to complete the swap. I understand that there are procedures and regulations that need to be followed. However I was quite frustrated that I could not get my sim swapped without the documentation, even with my father on the phone, proposing an alternative solution. I was desperate for a sim swap as the phone i was using was not fit for work purposes. So with my frustration, I started crying. The consultant who I was dealing with offered no empathy, in fact he rolled his eyes at me and another consultant started laughing. I apologized for crying because I wasnt trying to cause a scene, I was just upset.
I think the consultants could have handled the situation better. Following procedures make consultants act like robots and they forget they are dealing with humans. The job requires to deal with people- in good or bad situations. So in all, i am disappointed with customer service at Vodacom.
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