I have been a loyal customer of Vodacom for the past 11 years. I have a voice and data contract with Vodacom.
For some reason there is an issue with the network coverage when I am at home (Rockville) as such I am unable to receive and make calls, log on to my wife router. This means that I am paying for services that I am not receiving.
Nonetheless I have reported and contacted Vodacom to raise my concerns on numerous occasions, at times the tickets are closed without any feedback or resolutions. Reference ticket #A2-KAL4-CC518W and A2-K93K-6241K4. After much effort and consistent follow ups Vodacom responded to my issue on the 6th of October 2020 as follows:
“Dear Customer, please be advised your network problem has been investigated and found that the coverage is poor within the area. We have a new planned tower (Phafogang CC Avarice) that will improve and increase the coverage of your area.We cannot provide a timeframe for completion of these projects due to 3rd party involvement and would like to thank you for your patience and understanding in this regard. Kind regards, Vodacom Customer Care Sanita Pearson”
I have serious reservations regarding this response on the following basis:
1. Vodacom lacks any commitment to resolve the matter
2. No empathy towards my concern and working around an amicable to resolve the issue
3. Vague response, no timeframe to implement the planned tower or find an interim resolution while building the tower
The issue is further exacerbated as I often work from home thus my productivity and accessibility is impacted, let alone the inconvenience that I have to endure on a daily basis.
I know of instances, whereby network boosters were used in certain cases to improve network coverage, however this was not mentioned or explored. I am truly disappointed and dismayed with the service that I am receiving from Vodacom.
Regards, Sizwe Mabuza