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Oh Vodacom, how you disappoint me. It started out so smoothly and impressively and then you let me down at the final hour. The best day of a two-year cycle is the magical month when you can upgrade your cellphone. And for someone who is a closet Luddite I’m now finally ready to make the jump to BlackBerry.
Enter the Vodacom call centre. Every step of the way went fine: I took a few accidental detours, but every wrong selection I made landed me with a helpful person who put me through to the right department. The good news is I can go to a Vodashop right now and get my flashy new phone. The bad news is I hit a brick wall.
I wanted to find out if I could upgrade to a higher contract. Two years ago the only thing I had to back my salary was a monthly car payment, but now I’ve taken the plunge and am nicely in debt with the good ol’ bank. I needed to know what papers to bring to show I’m now officially in the red.
So after the breezy experience the last stop brought me silence. The call wasn’t disconnected – there was just silence on the line. After 10 minutes I gave up. Guess I’ll have to go query at my nearest outlet after all.
SCOREBOARD
Time taken to answer a call: 10 sec
First impression: 5/5
Ability to answer query: 0/5
Courtesy of agent: 5/5
Overall score [not an average]: 2/5
Enter the Vodacom call centre. Every step of the way went fine: I took a few accidental detours, but every wrong selection I made landed me with a helpful person who put me through to the right department. The good news is I can go to a Vodashop right now and get my flashy new phone. The bad news is I hit a brick wall.
I wanted to find out if I could upgrade to a higher contract. Two years ago the only thing I had to back my salary was a monthly car payment, but now I’ve taken the plunge and am nicely in debt with the good ol’ bank. I needed to know what papers to bring to show I’m now officially in the red.
So after the breezy experience the last stop brought me silence. The call wasn’t disconnected – there was just silence on the line. After 10 minutes I gave up. Guess I’ll have to go query at my nearest outlet after all.
SCOREBOARD
Time taken to answer a call: 10 sec
First impression: 5/5
Ability to answer query: 0/5
Courtesy of agent: 5/5
Overall score [not an average]: 2/5
