If you have been frustrated at the pricing and service of any of South Africa’s telecomms providers, you might enjoy Clive Simkins’ rant about Vodacom’s recent hassles with 3G (and the warning not to use their option-only Vodafone 3G card): get it here.
Here is my story with the opposition. As an early adaptor and BABY BOOMER at that ,this is very challenging space for me at the best of times. My Iburst modem just stopped operating last weekend. I spent a few hours of my precious Sunday on the line to their call centre. After many hours the techy told me to come into their offices on the 21st floor of Radio Park at SABC. After going through 2 security checks with my laptop plus 2 reception sign ins I eventually arrived at their offices. No one at reception so I walked through and was directed to call centre. Had to wait 15 minutes as call operator seems to only be able to deal with a ringing phone not a real live individual!!!! I only had his attention when I demanded it. Told him my story and he said he would get a man behind a screen to help as soon as he was finished with his current challenge.
I waited another 15 minutes. I then walked up to find out how much longer it would take as I had another meeting at this point that I would need to shift. He was playing with his cellphone and internet and was not busy with a client. When I told him about my problem. His first question was which operating system I had. His comment that this was a terrible system and I should change it. Second comment as he looks at my computer is that this make of computer always gives them problems. Strange that when I was sold the modem from Iburst these comment where not made. He tried with very little effort to fix my problem and then suggested that the best thing to do would be to go out and buy a new computer that afternoon. I strongly suggested that this was not a solution that I was prepared to address. He then abdicated responsibility and said I should go back to the service agent that had installed and sold me the system. These agents are contratced to them and as a user I use their call centre to address issues. Where does accountability lie in this industry and when will I experince a feeling of customer service???? Secondly as a baby boomer being abused I felt by a X gen with no respect I believe this company needs to ensure that their staff address customers with empathy and understanding. After all we pay their salaries. I then spent a further 3 hours and a round trip of 50 km to my agent to fix my problem. Who is accountable for all these lost hours. How will business be able to measure this???