Vodacom - poor service standard / policy interpretation by call centre
As a Vodacom business account holder I find it astonishing that I can phone the broadband customer call centre on a Saturday afternoon a week or so ago to purchase an additional data bundle on my account - with the actual data bundle added in less than 10 minutes. BUT trying to do exactly the same today – a week day – I am denied of this service and told to FAX my ID number and a formal business letterhead requesting permission to add another data bundle to my account..
Poor interpretation of business / service policy
I just cannot believe that different rules apply for different days / or different staff. I was even told and assured in-store earlier on the Saturday that this is possible. But no, Vodacom use different rules for the same policy. Unbelievable and unacceptable.
Herewith a reminder to Vodacom on what should be done to improve customer service (as written by my in a previous appalling service situation) - Vodacom Service Recommendations
What utter time waste and operational inefficiency - nothing more, nothing less (in my opinion).
Sub-standard online customer interface
Although I can log in to view my account detail / data usage there is nothing much else I can do in this static and primitive interface. I find it alarming that for any self-service activities (if any) I have to be a Master Account Holder. So, as the primary account holder I am told online that I am not in charge of my own account and should call the call centre. Needless to say the call centre representative was unable to answer my question. A 5-minute hold for information became a disconnect call. And nobody bothered to call me back.
Vodacom go and learn from British Airways online client-centric environment
With delight I point you to my British Airways experience dear Vodacom or any other reader for that matter. Here you will see and end-to-end online solution with efficiency and various client self-service options. Even printing my boarding pass. At Vodacom I cannot even buy a data bundle online. Shocking really.
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