Notes from the Cape

In my last post, I complained about poor service from Vodacom. Well, would you believe it that after I sent the post to them (via their website feedback form), they called me back to let me know that:

1. The contract has been terminated
2. They will be refunding me the full amount within 14 days

So no orchids yet, but at least some of their systems seem to be working. At least they are trying (very trying at that)!

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

Last Saturday, I went to Dial-a-Bed to look at a new bed. Yes, I know that you can just dial and they will deliver, but I wanted to try one or two out first.

Anyway, they had no stock in Cape Town of the bed that I settled on, but the shipment was due to arrive from Johannesburg within the week. No problem, I could wait a few days.

But they phoned me on Thursday to tell me that the shipment was still on Johannesburg, and I had a choice. I could either continue waiting, or buy the other bed that I looked at, which cost R1000 more!

However, for my inconvenience they would discount the more expensive bed by R1000. Of course I was happy with that suggestion (I also got free delivery).

So, I am now sleeping on a brand new top of the range bed. Well done guys for the customer service. I will recommend you anyday.

Ps: It was the Tokai branch.

Update: the salesman personally phoned me today to thank me for the orchids (I hadn’t told them abou this post!)

Here is a great idea for our bookshops.

When I left Phoenix, I went to the local airport bookshop to buy a book for the flight and the last few days of holiday ( ok – so I was going to New York and hardly needed a book!). But anyway, the bookshop had a great policy.

If you bought any book and returned it within months, you get a 50% refund. All the books that had been returned were for sale in the bookshop at a 50% discount. So everybody wins.

• The bookshop the sells the book for what it paid for (50% of cover price ) – so they break even. However the probability is that the person selling the book is going to buy a new book – so they get a sale.
• The person selling the book essentially gets a 50% discount.
• The person buying the second-hand book gets a book at 50% off!

So, Exclusive Books and your friends, how about a similar policy? I can see it working very well for the regular travelers, and it will generate more interest in books (especially with the local price of books!).

The bookshop is called The Paradies Shops (sic), and they seem to be in most airports in USA. I never had the opportunity to make use of the policy – but well done on having it anyway – 1 orchid to you.