Telecoms cannot communicate – three onions to Vodacom
March 31st, 2008Several months ago I decided to subscribe to the Vodacom DSTV package (16 channels). The whole subscription went smoothly. However, it took me about a week to realize that if I was going to get DSTV, I should do it properly and get the full DSTV bundle with all the channels. So I made the necessary phone calls to migrate my Vodacom DSTV package to the regular DSTV package. So far, so good…
Then in December last year, I received two copies of the TV guide in the post. I didn’t really think too much of it (ok, so the mailing department messed up), so I didn’t do anything. In March, I realized that Vodacom had suddenly re-activated the Vodacom DSTV subscription, and they had been billing me since December (hence the two TV guides). I was paying for two subscriptions on the same smart card!
I called Vodacom to cancel the contract, and to request a refund for the four months billing. I was told it would all be sorted out, and I was given a reference number. I called a few days later, and they had no record of the reference number, so they gave me a new reference number, this time via SMS, so I had proof! The SMS also had the message “We will contact you within 1 working day…”
Today I called back, and the call centre was really busy. So, I dutifully pressed 9 to get them to call me back. Ten seconds later, my phone rang…
“we are transferring you to an agent” (canned voice)
“sorry, our call centre is busy ” <click>
What exactly was the point of calling me to tell me that the call centre is busy?
I am still waiting for them to call me back, and I have all but given up on getting through to an agent in the call centre. Good business tactic – provide such bad service that the customer eventually just gives up!
Three onions to Vodacom
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October 22nd, 2009 at 11:22 pm
I’ve just emailed 3G South Africa because I’ve just spent an hour trying to locate/access a telecommunications company back in SA with the intention of purchasing a smart-phone/Int. SIM Card and G3 system …
ananzi.co.za should be closed down because it’s nothing short of frustratiing … sigh …
I’ll be lucky if I don’t “Go Postal”
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