Good day
I submitted a complaint before about the struggle to upgrade 2 contracts with Vodacom. I finally managed to get 1 done and requested that they assist with the 2nd upgrade.
I tried since August 2020 to do an upgrade on an existing number for a laptop. I phoned Vodacom online on 15 December 2020 and requested assistance as the account is still on the old system. The call centre person did not have access to the old system and I was promised a call back. I logged the complaint on 22 December 2020 and managed to do the upgrade on the other line, not the laptop as I needed to drive and requested the person to call me back. No call back for request on the 15th and 22nd.
On 23 December 2020 I phoned again and was promosed a call back. This time someone did phone me back. I told the operator I want a 1TB hard drive laptop preferably HP brand but that I do not need a lot of data. 3GB data would be sufficient.
She told me that they don't have the HP in stock but offered me a Mecer with 30GB data which they had in stock. I asked whether the Mecer has 1TB hard drive and upon confirmation, I indicated she may proceed.
On 29 December 2020 I received the Mecer laptop but it was a 64GB hard drive. I cannot use it. One of the files that I need to run from the hard drive, is 50GB and therefore the laptop is of no use to me. My phone storage is bigger than the laptop's hard drive.
I contacted Vodacom and reported the problem. They promised to arrange for collection. On 30 December 2020 I drove to Vodaworld in Midrand to see if I can sort this out. They phoned Vodacom online and could not get assistance as there was no-one that have access to the old system where my account was. Whilst on this call, I finally received a call from Vodacom online to arrange collection and was told collection takes 7 to 14 days, then they need to cancel the upgrade before I can make another attempt. This was around 11:30 when I submitted the complaint the previous day. I told them this is unacceptable.
I phoned again to find out where I can drop the laptop off to speed up the process and after several attempts, I was given the courier company, RAM's, number and phoned them. The collection was done on the 30th. I forwarded the track number to Vodacom immediately and was told it was too late for them to attend to it. This was 14:11 on 30 December 2020.
I need this to be speeded up as I have struggled for several months and when I wanted to cancel, Vodacom could assist but gave me something that I did not requested and cannot use. It seems they placed people on the call centre with no knowledge of the products and just wanted to do a sale. Further can I not get assistance as my account is not accessible to call centre agents whereas Vodaworld had no problem to gain access. I do not understand why they cannot transfer the account to the new system. MTN did this everytime when they change systems and their services / support is much better. I never had a problem with MTN whereas I have problems with Vodacom every single time something needs to be done on my account.
Now I have to wait for Vodacom to cancel the upgrade or reverse the transaction before I can make another attempt to upgrade.