Fibre Installation - Consumer Complaint for Vodacom - Head Office

According to vodacom, fibre installation takes 21 working days but worse case scenario can take up to 8 weeks. The order was processed on the 19 October 2020 and to date we have not received installation nor any word of when installation will be done. When we call the 0821904 number the level of incompetence is shocking. You can speak to 5 different consultants and receive 5 different answers on the same query. If they are not giving you varied answers they are “escalating” the call and sending the request to the agent, or being told it is out of their hands, not their problem and there’s nothing they can do about (if you’re offering a service, that customers are paying for and there’s a problem only you can resolve then it is most certainly your problem). In vodacoms own words the service requests should resolved within 48 hours. When you call back they have no idea what to do other then “escalate” it which does absolutely nothing. If you’ve been escalating something for 3 weeks with no desirable outcome, what makes you think escalating it today will make a difference? (Insanity is doing the same thing over and over again and expecting different results) You then ask to speak to a team leader who is not in the office (they can call you back / don’t fall for this they will not call you back even if their lives depended on it), if you are are lucky enough to speak to a team leader after having to hold for over half an hour, they are little to no more help than the first line responder, who can also do nothing but “escalate” the matter and make false promises and tell you they will follow up and definitely give you feedback, which no surprises, no feedback is received (we have dealt with two team leads: Sydney Matutu and Nicole Mars - I don’t mean to name and shame but somebody needs to be held accountable). If vodacom or their service providers are unable to fulfil the service at least have the decency to say actually it’s not possible maybe look at a different service provider who will treat you with respect and not send you running in circles telling you that their poor service delivery is not their problem! I have very little faith that I will receive any sort of communication or feedback from this post but it’s here nonetheless because I am tired of calling 0821904!