Vernon Chalmers SEOOn-site Internet Marketing | SEO | Social Media Courses |
Copy of email to Vodacom CEO
Sir,
I haven’t emailed you in a while. But since my / your / many Vodacom customers connectivity problems experienced this evening, it’s once again time for me to express my disappointment in Vodacom's 3G Internet / network connectivity.
As a business client I am [once again] flabbergasted in the level of 3G connectivity / professional support I am receiving from Vodacom. On 9 January 2012 I logged a ‘support request ticket’ on intermittent / constant 3G connectivity problems in the Milnerton area with the Vodacom [business] call centre. And today while logging the same problem with the Vodacom call centre realised that the 9 January 2012 request is still pending. All I received from Vodacom was an SMS to inform me that they will look into the matter - I find this utterly below standard and unacceptable to say the least.
Vodacom's Edge / GPRS contingency to 3G is offered at a frustrating snail's-pace (and at most not sustainable for more than a few minutes). I read the 100’s of comments on twitter last evening and am astonished to learn of the bitter disappointment of many of your clients. I personally believe that Vodacom is a far better company than what I am reading and experiencing (ito technical support / communication / connectivity). I am (as all those tweeters) just as disappointed in the lack of service / connectivity / proper communication.
I find it alarming that I am being tweeted to upgrade my Vodaphone Mobile Broadband software by @vodacom (and some other minor recommendations). More alarming is the fact that very seldom I find a Vodacom representative that will actually take ownership / accountability for network downtime / intermittent connectivity-related problems.
Nevertheless, since 1994, I have been 100% committed to your infrastructure, and meticulously built a business model around your mobile technology (for serving my Internet requirements). I expect 24/7 delivery from your 3G service sir, and pay a substantial monthly contract / operational cost for the ‘privilege’ of [the best] mobile telephony / connectivity in the country.
Will it be too much to request some top management feedback? Is it so much against Vodacom’s policy to provide customers with real answers or at least a clear statement on current network connectivity issues?
Kind Regards,
Vernon Chalmers
Edit: 25-01-2012
| 1. | Cecil van den Bergh | Wed Jan 25, 2012 @ 10:29AM |
Request: There seems to be a reception problem at certain places along the N2 from Durban to Stanger. There are also reception problems around Durban.
in the past this was not so and it is now becoming a great frustration.
Is there any plan in place to remedy this as it has been going on for some time now and I am sure Vodacom should be aware of this.
please advise.
thank you
| 2. | Vernon Chalmers | my website | Wed Jan 25, 2012 @ 11:24AM |
Cecil - I sincerely hope that we will get a response sooner / than later from Vodacom.
They may not respond here. Take it up with them on Twitter as well - try tweet @vodacom
I am, as you, dependant on answers and feedback from Vodacom.
Regards, Vernon Chalmers
| 3. | Al | Fri Feb 10, 2012 @ 10:59AM |
Hi Vernon,
I understand your frustration, as I am in the same boat. Months have now gone by with me experiencing 3G connectivity issues at home as well as the office.
I am now paying for a 3G bundle which is pretty much useless, as I am barely using a quarter of my data per month due to the connectivity issues. When I establish a new connection it is extremely slow for a couple of minutes or so, and then there is no data transfer even though the connection is established.
Thus web pages, emails, office VPN, etc. all timeout or generate other errors. I am really sick of this now, as I wish that there was something which we could do to get some answers from the management at Vodacom. They don’t seem to care at this point.
Regards,
Al
| 4. | Vernon Chalmers | Sat Feb 11, 2012 @ 10:31AM |
Thanks for sharing Al,
IMO there is a sub-service culture surfacing at Vodacom. They may not know how to professionally and actively manage / mitigate their constant connectivity / customer service standards.
I have very little confidence in Vodacom's ability to provide continuous 3G / Broadband connectivity and expected customer support. This is quite alarming as I see this as getting [a lot] worse before it will get better (if it does).
An obvious lack of professional strategic and tactical management is very evident in Vodacom's approach to maintain connectivity standards and maintaining customer expectations (and loyalty).
Regards,
Vernon Chalmers
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