how to excel at atrocious customer service – ask vodacom
It seems as if big corporates in South Africa just don’t understand how to treat their customers properly. What should more worrisome to the brains in the marketing department is that modern astute customers, such as brightshark and his generation x friends, no longer only play in a physical world: the virtual world is our playground. This is where we shop, search for advice, even date!
In a similar bad customer experience brightshark recently had, he posted his experiences online. When people now search for such things as “absa credit card”, “absa customer”, “absa service” or “absa fnb”, they all land here, here and here. A full 30 of them per day. That’s 30 generation x-ers which the marketing geeks have to win over again by spending millions of rands (it was already R96m 5 years ago*).
Now, over to my moan (entire email correspondence recreated here):
From: [br!ghtshark]
Sent: 27 August 2008 07:07 PM
To: [Vodacom-Rep2]
Cc: ‘cc_ct@vodacom.co.za’; ‘consumer@icasa.org.za’
Subject: RE: 3G Account incorrect (ACC NO XXXXXXXXX)
Dear [Vodacom-rep2],
I should probably not be surprised that I did not receive any reply, nor even a courtesy telephone call, from you or anybody else at Vodacom in respect of my email below – I am getting quite accustomed to this kind of service from Vodacom. It is obvious that any sense of urgency on the side of Vodacomis completely lacking, bar for illegally deducting monies from customers’ accounts.
I will now proceed to publish this whole tirade on my blog. I will also proceed to post this item on hellopeter.com: hopefully I finally get some joy from some third party at Vodacom.
I also foresee that I must now actually put my attorneyship to use and issue summons against you – something which I will have no qualms in doing.
In this regard, I now hereby formally demand payment from you, as a duly authorised representative of Vodacom, in the amount of Rxxx.xx together with interest thereon (as at the prescribed rate in terms of the rules of the Magistrates Court), calculated from 01 August 2008 to date of final payment as well as damages in the amount of Rxxx.xx, to be paid by no later than close of business on Friday 29 August 2008.
Please advise what your chosen domicilium citandi et executandi is so that I may proceed with the necessary, failing which I will issue summons against Vodacom in terms of the Companies Act read with the rules of the Magistrates Court Act.
Should I furthermore fail to receive any joy from your offices by close of business on Friday 29 August 2008, I will also proceed to lodge a formal complaint against your offices with the Independent Communications Authority of South Africa, in terms of the ICASA Act, 2000.
I again invite you to raise communication with my telephonically or otherwise should you wish to for once and for all settle this matter amicably, as per my email dated 8 August 2008. My number is [083 xxx xxxx].
Sincerely,
[br!ghtshark]
From: [br!ghtshark]
Sent: 25 August 2008 09:29 AM
To: [Vodacom-rep2]
Subject: RE: 3G Account incorrect (ACC NO XXXXXXXXXX)
Dear [Vodacom-rep2]
Thank you for contacting me for the first time ever without me having to raise communication with you first.
In this regard, I would now look forward to a reply to my email dated 18 August 2008 (copy attached hereto for your easy of reference), which you do not address at all in your response. I will not accept the mere passing over or ignoring of my communications.
In all fairness, your offices have now been “working through the query” since 14 July, SIX WEEKS AGO. I fail to understand how you can still now forward me communication stating “IF we owe money”. This is poor customer service to the extreme.
In summary I now look forward to a PROPER reply spelling out the following to me (also raised in my email dated 18 August 2008, to which I had not yet received a courtesy of a reply):
“
1. WHEN will I receive the credit on my account
2. WHEN will my money be returned to me
3. HOW will my money be returned to me
4. HOW will you make good for all my inconvenience and frustration (you will note that (1) I initiated communication on 14 July and (2) you still deduced the money from my account some 2 weeks later and (3) I never received any feedback from Vodacom without me initiating communication first numerous times).
You will note that the credit has been pending since 21 July. Also, on top of this, my account was surreptitiously debited with the outstanding amount, despite me raising your error long in advance.
“
Should I fail to receive a proper response by close of business on the 27th instant, I will proceed to reproduce the whole tirade (including all email correspondence) on my blog. In a similar bad service experience, I also reproduced the experience that I had with Absa on my blog, same now receiving some 30-odd pageviews per day (incidentally when people google for absa credit card, etc). I trust that I will now for once and for all have joy from your offices and that the aforesaid would not be necessary.
Sincerely,
[br!ghtshark]
From: [Vodacom-rep2]
Sent: 23 August 2008 03:58 AM
To: [br!ghtshark]
Subject: RE: 3G Account incorrect (ACC NO XXXXXXXXX)
Hi [br!ghtshark]
I apologies, I am still working through the query, but if we owe you money it will credited to you
Regards
[Vodacom-rep2]
Strategic Accounts
( Mobile: +27 82 xxx xxxx
* Email: xxxxxxx@vodacom.co.za
From: [br!ghtshark]
Sent: 15 August 2008 22:09
To: [Vodacom-Rep1]
Subject: RE: 3G Account incorrect (ACC NO XXXXXXXX)
Hi [Vodacom-Rep1],
Am I getting my money back, or is there now going to be a permanent credit on my account?
Regards,
[br!ghtshark]
From: [Vodacom-Rep1]
Sent: 15 August 2008 10:49 AM
To: [br!ghtshark]
Subject: RE: 3G Account incorrect (ACC NO XXXXXXXXXX)
Mr [br!ghtshark]
I have again requested the credit to be passed to your account from our admin helpdesk.
Regards
[Vodacom-Rep1]
Customer Relations Consultant
Vodacom Business
Tel : +2711-xxxxxxx
Mobile : +2782xxx xxxx
email : xxxxxxxx@vodacom.co.za
From: [br!ghtshark]
Sent: 08 August 2008 12:47 PM
To: [Vodacom-Rep1]
Subject: RE: 3G Account incorrect (ACC NO XXXXXXX)
Some Rxxx-odd. Please refer to your own records for the details.
From: [Vodacom-Rep1]
Sent: 08 August 2008 12:42 PM
To: [br!ghtshark]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxx)
What was the amount that was taken off?
[Vodacom-Rep1]
Customer Relations Consultant
Vodacom Business
Tel : +2711-xxxxxxx
Mobile : +2782xxx xxxx
email : xxxxxxxx@vodacom.co.za
From: [br!ghtshark]
Sent: 08 August 2008 12:33 PM
To: [Vodacom-rep1] [Vodacom-rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxxxxx)
Thank you. Please advise me once I’m able to have my money returned to me, alternatively regular feedback on the status and resolution of the issue.
From: [Vodacom-Rep1]
Sent: 08 August 2008 12:28 PM
To: [br!ghtshark]; [Vodacom-Rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxxxx)
Mr [br!ghtshark]
I apologise for not replying to your previous email. I’m currently busy with the credit controller as we need to do journals on the account.
I will supply feedback when I receive confirmation from the credit controller.
Regards
[Vodacom-Rep1]
Customer Relations Consultant
Vodacom Business
Tel : +2711-xxxxxxx
Mobile : +2782xxx xxxx
email : xxxxxxxx@vodacom.co.za
From: [br!ghtshark]
Sent: 08 August 2008 12:23 PM
To: [Vodacom-rep1]; [Vodacom-Rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxxxx)
Importance: High
Dear All,
Yet again another week went by without me even receiving the courtesy of an acknowledgement of receipt of my email, never mind an actual response to my email.
The lack of customer service is shocking. Now I know why cancelled my Vodacom contract and moved all three my personal accounts to MTN 4 years ago.
I look forward to a response or a telephone call on 083 xxx xxxx to resolve this issue as soon as a matter of urgency.
Sincerely,
[br!ghtshark]
(B.Comm, LLB – Admitted Attorney of the High Court)
From: [br!ghtshark]
Sent: 01 August 2008 08:48 AM
To: [Vodacom-Rep1]; [Vodacom-Rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxx)
Importance: High
Dear Anna-Marie,
I just received an SMS from my bank that my account was debited by yourselves for the wrong outstanding account amount (as per the emails hereinbelow).
Please advise why, despite me raising this issue long in advance, my account was still debited with the outstanding amount. I have no intention to run over my 3G account limit (I monitor the usage religiously) since I have access to a MTN 3G card as well – this means that I will never utilize this “credit” on my account.
In my opinion this is very poor customer service especially since I have made the effort to avoid this situation timeously. In this respect I expect to be reimbursed, together with banking charges and interest (calculated daily, compounded monthly) as a matter of urgency. This is not even to mention and calculate the inconvenience, wasted time and effort in me having to address Vodacom’s inability to manage their systems correctly. To say that I am not impressed is putting lightly.
I now look forward to receipt of your positive response.
[br!ghtshark]
From: [Vodacom-Rep1]
Sent: 21 July 2008 04:19 PM
To: [br!ghtshark]; [Vodacom-rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxxx)
Good day [br!ghtshark]
I have given instruction to our admin department to rectify the account. I will give you feedback as soon as its been resolved.
Thank you
[Vodacom-Rep1]
Customer Relations Consultant
Vodacom Business
Tel : +2711-xxxxxxx
Mobile : +2782xxx xxxx
email : xxxxxxxx@vodacom.co.za
From: [br!ghtshark]
Sent: 18 July 2008 07:01 PM
To: [Vodacom-rep1]; [Vodacom-Rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxxxxx)
Dear All,
What was the outcome of the meeting?
Regards,
[br!ghtshark]
From: [br!ghtshark]
Sent: 17 July 2008 01:19 PM
To: [Vodacom-rep1]; [Vodacom-Rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxxx)
Thanks a lot.
From: [Vodacom-rep1]
Sent: 17 July 2008 08:56 AM
To: [br!ghtshark]; [Vodacom-rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxxxxxx)
[br!ghtshark]
We have a meeting with [br!ghtshark-employer] this afternoon to sort out these problems. After the meeting we can start address the issues to sort out the problem.
[Vodacom-Rep1]
Customer Relations Consultant
Vodacom Business
Tel : +2711-xxxxxxx
Mobile : +2782xxx xxxx
email : xxxxxxxx@vodacom.co.za
From: [br!ghtshark]
Sent: 17 July 2008 08:50 AM
To: [Vodacom-rep1]; [Vodacom-rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxxx)
Importance: High
Hi all,
I have not yet received any response or feedback from any person at Vodacom about this.
The courtesy of a response from Vodacom would now be welcomed.
Regards,
[br!ghtshark]
From: [br!ghtshark]
Sent: 16 July 2008 11:43 AM
To: [br!ghtshark-colleague]
Cc: ‘[Vodacom-Rep1]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxx)
Importance: High
Hi [br!ghtshark-colleague],
The wrong simcard numbers have definitely been allocared to the wrong people as you will see from my email below. I have simcard # xxxxxxxxxxxxxxxxxxx in my possession. I have no idea who [xxxxxxxx] is.
Please have Vodacom swop the two simcard number allocations around as well as sort out my account: I do not want to be liable for the account of Rxxx.xx. Or, at the very least, reverse the charges on my account and allocate my simcard to my account.
Thanks,
[br!ghtshark]
From: [br!ghtshark-colleague]
Sent: 16 July 2008 11:40 AM
To: [br!ghtshark]
Subject: FW: 3G Account incorrect (ACC NO xxxxxxxxxxxx)
Hi,
Please check below.
Regards
From: [Vodacom-Rep1]
Sent: 16 July 2008 11:32
To: [br!ghtshark-colleague]
Cc: [Vodacom-Rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxxxxxxx)
[br!ghtshark-colleague]
Again if you check your list you will see that the simcard number xxxxxxxxxx has been allocated to [br!ghtshark] and we have linked that simcard to his K account on our systems.
The details below with simcard xxxxxxxxxxxx belongs to [xxxxxxxxxxxxxx] and its linked to a sponsored K account on our systems.
Please advice.
[Vodacom-Rep1]
Customer Relations Consultant
Vodacom Business
Tel : +2711-xxxxxxx
Mobile : +2782xxx xxxx
email : xxxxxxxx@vodacom.co.za
From: [br!ghtshark-colleague]
Sent: 14 July 2008 09:49 AM
To: [Vodacom-Rep1]
Cc: [Vodacom-Rep2]
Subject: FW: 3G Account incorrect (ACC NO xxxxxxxxx)
Importance: High
Hi,
Please assist in correcting the below
Regards
From: [br!ghtshark]
Sent: 14 July 2008 09:44
To: [br!ghtshark-colleague]
Subject: 3G Account incorrect (ACC NO xxxxxxxxxxxxxx)
Importance: High
Hi [br!ghtshark-colleague],
Our telephone conversation earlier today refers.
It seems as if the wrong simcard was linked to my account profile as I received a bill with SMS charges on it whilst I had certainly not sent any SMS’ from that number.
My details are as follows:
Account number: xxxxxxxxx
Cell no according to account: xxxxxxxx
My cell no: xxxxxxxxx
My simcard no: xxxxxxxxxxxxxxx
My device IMEI: xxxxxxxxxxxxxxxx
Please also advise how I should now proceed with the account due of Rxxx.xx?
Thanking you in anticipation.
Kind regards,
[br!ghtshark]
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