Another positive response from Vodacom Customer Care on my 'Data Bundle Carry-Over request'
Nearly two weeks after receiving rather poor service from the Vodacom Broadband Support desk I made another phone call on Friday afternoon requesting a correlation of my 3G data usage. Dreaded for a similar encounter I braced myself for the familiar dialog (and too familiar Toto Africa soundtrack testing my patience).
But on Friday things were different. I was very quickly informed that although they cannot access my 3G usage they would phone me back asap. I protested, but agreed. I was contacted within 5 minutes with all the requested information. I requested to speak to the Team Leader to convey my thanks for a job very well done.
It still remains unclear why another team on another day had absolutely no contingency apart from logging a call? Surely all support staff receives the same training wrt service delivery. Or did some changes happen over the last two weeks? I doubt it, just believe different individuals took more ownership and interest to really offer professional support.
I am still a bit concerned why Vodacom Broadband Support are not able to see all data usage in front of them. Quite a bit of latency to find the data from another department and only then be able to report back to the customer. A lack of convergence perhaps?
Nevertheless I am satisfied that Vodacom (as important stakeholder in my personal and business voice / broadband communications) can still deliver, albeit with a perceived discrepancy between various support teams.
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