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Vodacom / new server

Sandton, South Africa
Contact information:

In a nutshell. Been waiting on my device for 2 weeks now. And Vodacom promises on the phone but delivery is never made. Right now they can't even cancel the order and I have to wait for a call which never comes to cancel something I never had.


Hello! Next available customer representative will be with you shortly.
Representative Kelly has joined the session
Kelly
[2:25:32 PM]
Good day, how can I assist?
You
[2:25:34 PM]
Hi
You
[2:25:40 PM]
have an order done 2 weeks ago
You
[2:25:46 PM]
device still not instock
Kelly
[2:25:58 PM]
Do you have a reference number.
You
[2:26:06 PM]
want to change the order for something you have in stock
Kelly
[2:26:20 PM]
Was this for an upgrade?
You
[2:26:26 PM]
new contract
You
[2:26:38 PM]
19******
You
[2:27:48 PM]
hello...
Kelly
[2:28:48 PM]
Kindly hold while I check for you.
Kelly
[2:29:32 PM]
We have the P9 lite in a black colour.
You
[2:29:42 PM]
in white
You
[2:29:58 PM]
So I want to rather get what you have in stock and can deliver tomorrow if possible
You
[2:30:14 PM]
I have been waiting for this since 2 weeks ago
Kelly
[2:30:32 PM]
I do apologise. Would you like the device in black?
You
[2:30:44 PM]
is black in stock?
You
[2:30:56 PM]
and can it be dispatched ASAP?
Kelly
[2:30:58 PM]
Yes we do have stock in black.
Kelly
[2:31:22 PM]
You can receive it within this week.
You
[2:32:00 PM]
it doesn't satisfy my impatience
You
[2:32:06 PM]
I have had no phone over 2 weeks
You
[2:32:18 PM]
hoping your 24 hour promise was real
You
[2:32:24 PM]
I need it tomorrow
You
[2:32:38 PM]
or we can cancel the order and i can go to a different service provider
You
[2:33:06 PM]
I hope you understand my frastration and how some of your colleagues lied earlier that delivery will be last week
Kelly
[2:33:06 PM]
I do apologise for all the inconvenience.
Kelly
[2:33:32 PM]
You can expect delivery this week.
You
[2:33:44 PM]
Just this week is your best answer?
You
[2:34:04 PM]
and delivery for white is not tomorrow as told last week by your colleagues correct?
Kelly
[2:34:32 PM]
We are waiting for an ETA on this device sir.
You
[2:35:00 PM]
if waiting for ETA then why promise delivery this week when you say you have it in stock
You
[2:35:14 PM]
isn't it you just tell dispatch to send a different colour
Kelly
[2:35:14 PM]
If we do not have an ETA sir, we are unable to tell you when you will be receiving your device.
You
[2:35:18 PM]
and I get my phone tomorrow
Kelly
[2:35:48 PM]
We have to change the order and confirm the new order before it gets dispatched.
You
[2:36:14 PM]
which can be done over a phone call today?
Kelly
[2:37:06 PM]
Unfortunately, we cannot call our confirmations department. I will leave a note with the new order you will like to place and there after they will call you to confirm your order before it is released.
Kelly
[2:37:22 PM]
You can then be sure to receive your device within this week sir.
You
[2:37:34 PM]
thank you for the efficiency.
You
[2:37:48 PM]
But I need it tomorrow else cancel the order
You
[2:38:00 PM]
I can't wait another week for a promise not delivered
Kelly
[2:38:08 PM]
Not a problem sir. I do apologise for the inconvenience.
You
[2:38:20 PM]
if you cannot guarantee tomorrow on any other device please cancel this
Kelly
[2:38:32 PM]
You will receive your device within this week.
You
[2:38:40 PM]
if you cannot guarantee tomorrow on any other device please cancel this
Kelly
[2:38:54 PM]
You will receive your device within this week sir.
You
[2:39:04 PM]
if you cannot guarantee tomorrow on any other device please cancel this
You
[2:39:12 PM]
TOMORROW is my emphasis here
You
[2:39:24 PM]
I am tired of waiting
You
[2:39:52 PM]
thought you were better than my current service provider
You
[2:40:00 PM]
best I be with the devil I know
Kelly
[2:40:16 PM]
I will put a note to change your order, however there is no guarantee that you will definitely receive your order tomorrow sir.
You
[2:40:42 PM]
Yes. so i have agreed to cancelling it rather
You
[2:40:46 PM]
since there is no guarantee
You
[2:40:54 PM]
I can't wait on assumptions
You
[2:41:04 PM]
the lack of efficiency as a unit is outstanding
Kelly
[2:41:14 PM]
However you will receive your device within this week sir.
You
[2:41:22 PM]
if I had received communication in advance I would have understood
Kelly
[2:41:44 PM]
Did the agent tell you that there was no stock or was there stock of the device at the time sir?
You
[2:41:50 PM]
please cancel this ma'am. Or do I need to call someone to have it cancelled?
You
[2:42:00 PM]
yes and I was told stock would come in on the 10th
You
[2:42:08 PM]
I called on the 11th and was told today
You
[2:42:16 PM]
I called and told there's nothing
You
[2:42:22 PM]
no one ever called to update me
You
[2:42:26 PM]
not even once
Kelly
[2:42:28 PM]
I do apologise. Sometimes our ETA can be delayed.
You
[2:42:38 PM]
that's were the frustration comes in
You
[2:42:44 PM]
I do understand that
You
[2:42:48 PM]
but you never communicated
You
[2:43:06 PM]
so the need for you as my service provider is not there anymore
You
[2:43:22 PM]
when you cancel do I get an SMS or email to confirm this cancelled?
Kelly
[2:43:26 PM]
Thank you for understanding. The agent that assisted you should have sold you another colour, .
You
[2:43:44 PM]
yes they should have given me options
You
[2:43:52 PM]
even a more expensive device
You
[2:43:56 PM]
you are sales people
You
[2:44:00 PM]
you should do better
You
[2:44:26 PM]
right now I called looking for a different device and phone was not answered after being rereouted to someone else
You
[2:44:34 PM]
as much as you claim to be the best
You
[2:44:44 PM]
i have received the worst server ever.
You
[2:44:50 PM]
and for a almost new customer
You
[2:45:08 PM]
i am happy this will not progress or proceed on condition delivery is tomorrow
Kelly
[2:45:10 PM]
When the confirmations department calls you, you can tell them that you are no longer interested and the order will be cancelled.
Kelly
[2:46:08 PM]
I do apologise sir, however, there is no guarantee that you will receive your device tomorrow.
You
[2:46:42 PM]
So your function online is for new sales. you cannot do a new sale when there's something pending? And when I want to cancel or adjust the department hangs up my call and I should wait for them to call me in assumption like past 2 weeks correct? That's hohw Vodacom works correct?
Kelly
[2:46:56 PM]
It would be better for me to be honest with you by saying this then for you to be deceived once again if you can understand.
You
[2:47:12 PM]
meaning as Vodacom you are rejecting my money to get your service correct?
You
[2:47:30 PM]
all of them were honest then. but nowhere to be found now
You
[2:47:48 PM]
so as a brand you are honest in word. not in doing. This is my picture right now
You
[2:48:06 PM]
the fact that I have to wait for a call that never comes
Kelly
[2:48:30 PM]
I understand sir but from my side I have tried to assist you by changing your order. This is the only thing that I can do from my side sir.
You
[2:48:48 PM]
even when I myself offer to get a more expensive device just so I can be online again... and you not being able to offer... is wow
You
[2:49:02 PM]
so I cannot make a new order which has stock?
You
[2:49:20 PM]
since I was told stock is there for p9 but when I called later there was nothing in stock
You
[2:49:38 PM]
meaning maybe you're waiting for all these devices to actually be ordered then you order from your side
You
[2:49:44 PM]
which is not ethical
You
[2:49:46 PM]
false advertising
Kelly
[2:50:26 PM]
Sir, i can change your order for you. There is no stock of the white which is why I am offering you the black.
You
[2:50:42 PM]
and I said it is ok. but only if delivery is tomorrow
You
[2:51:02 PM]
because I was told for the 7th time if not more that delivery should be today
Kelly
[2:51:18 PM]
Sir, I have mentioned that we are not able to get you your device tomorrow, however you can expect delivery within the course if this week.
You
[2:52:18 PM]
and then I asked you to cancel the order if you can't deliver tomorrow as I do not want to expect a call which never comes
Kelly
[2:53:16 PM]
I cannot cancel an order from my side. When they call you to confirm this order, you will need to tell them that you are no longer interested in the deal and they will be able to do so.

Ia
Aug 15, 2016

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