Thursday 14 May 2009
Good day
RE ONE SERIOUSLY UNHAPPY CUSTOMER:
My name is A van Tonder, client / cell # 082 467..., the rest you have on record, as this gets asked every time I phone.
Your records will reflect that officially I have been a loyal customer since 22 October 1998. Prior to that my indirect association with Vodacom started in ± 1994.
My bone of contention is that I wish to down grade the contracts linked to the above said # 082467... to a Talk 500S, to a Talk 200S, and also the Talk 120S on 076 611 ..., to a Top Up 75.
To the best of my knowledge, these contracts have expired, (082467... since 29 November 2007, & 076611... November 2008) and are currently on a month to month basis.
Step 1
Imagine my disgust when the lady at the Cape Gate Vodacom shop informed me that if I wanted to downgrade, the month to month, to a month to month on the requested tariffs, I would pay a penalty fee;
Talk 500S on 082467... to a Talk 20S, penalty fee of R1568, and
Talk 200S on 076611... to a Top Up 75, with a penalty fee of R3392.00
I fully understand that I will loose all free minutes, etc. accumulated on the higher contract.
Step 2
This email was my second step at receiving a favorable reply, my first unsuccessful attempt was at the Cape Gate Vodacom shop. (Please note: Whist at the Cape Gate Vodacom shop, I was prepared to directly purchase a Vodacom 3G USB stick modem, on a pay as you go basis)
Unfortunately this letter was sent via your “customer care” email department, this in its self may lead to a no response or a subordinate type of response.
Failing to receive a favorable response within a reasonable 24 hour period, will result in me taking this matter to a higher level.
Finally failing to receive total satisfaction, within a reasonable timeframe, I will be using the number portability option to satisfy my current needs.
(Just as a matter of interest, I also have 2 other Vodacom pay as you go phones)
Acknowledgement of receipt to step 2
Yebo Valued Vodacom Customer! Thu 2009/05/14 09:17 AM
Thank you for your email query. This is an automated response to confirm receipt of your email and provide your reference number: 000QSa5047FS03KC. A contact centre consultant will respond to you shortly to address your query. Please do not reply to this email. We endeavour to attend to all e-mails within a 12 hour period.
Step 3 – as explained in paragraph 9.
Friday 15 May 2009
www.getclosure.co.za +
[email protected]
I thank your automated system, for the acknowledgement of receipt.
As indicated in paragraph 8, the (non existent) reply was as expected.
A v Tonder
