Vodacom
Bad customer experience

Motorola Razr taken in for repairs, Stellenbosch Square, SomersetWest Joburg, could not fix it, now replacement on the way. None of these players along the supply chain for repairs took responsibility for keeping me informed and getting my situation sorted as soon as possible. I gave office tel nr to be contacted, but they never tried to contact me and keep me informed. When I called in to find out, its as if I am doing them an injustice.
Your processes clearly does not work:
1. Your IT system seems to be out of sync between the different shops; if not you need to train your people to leave meaningful status reports.
2. Replacement phone now need to follow same route as first one, Joburg to Somerset to Stellenbosch. WHY? Surely cheaper and faster if directly send from Joburg to Stellenbosch.
3. Your people seems to be trained to not use their brains and just give parrot practiced generic responses.
4. As a customer I want to be able to speak to a manager, and lay my complaint (try 5 weeks without phone, or normal contract benefits). Asking to be put through to manager, the agent told me its not possible, they promised to ask manager to call me, of course they never called.

Company: Vodacom
Country: South Africa
City: Johannesburg

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