Notes from the Cape

Several 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