Wednesday, November 25, 2009

Re: Twitter to Pieter Uys about 3G problem

Hi Louisa...

Thanks very much for your call yesterday. I'm pleased that someone in Pieter's office took this matter seriously enough to put a human face on it.

I'm afraid your call came too late for me. This issue should have been dealt with on the day it happened, or the next day. Instead, it took from Friday to Tuesday for me to get absolutely no joy, and no resolution. Your call was the ONLY communication I've had where resolution was possible.

There's something drastically wrong with your problem-escalation systems and procedures if your company will allow a client to get this heated about something so simple to fix.

The matter is simple:

1. I put a limit in place to protect myself from nasty surprises like a R4k bill out of nowhere.

2. I also trusted your systems to deliver the promised SMSses telling me when my bundle was depleted. You are in the business of delivering information. You've been doing it for more than a decade. GET IT RIGHT.

3. I trusted your people to have the common decency of communicating with me when something went wrong. They did not. They simply froze my account, OVER THE WEEKEND, with absolutely NO WAY for me to get my account unfrozen. Shocking. Disgusting. Pathetic. How would YOU like to have YOUR internet arbitrarily cut off, with a R4k bill thrown in for good measure, and a labyrinthine call centre system that refuses to escalate issues?

4. I made more than 14 telephone calls to get this issue sorted. I spent more than R200 waiting on hold and being told by idiot-like people that they would NOT escalate my call. I wasted more than five hours of MY time trying to sort out YOUR problem. All the while being blamed for it, and being told that I had to pay for your mistake. Yuk. Shame on your guys.


I've now gotten my MTN connection sorted out. And I'm back in the land of the connected.

Please cancel any and all remaining Vodacom accounts forthwith. As we discussed on the phone last night, I will not be giving you a month's notice. I want it cancelled right now. This month-end bill must be the last debit order from you guys, please.


I apologise for the strident tone and manner of this email. I recognise that you've been thrust into the tail-end of a nasty situation, and that you're really doing your best to help me. But I've really had enough. And I simply want to be clear that I will have nothing further to do with Vodacom.


1. Please let me know that my account is being deactivated with immediate effect, and that I won't be paying any more bills other than this final one.

2. Please let me know what you intend to do with the disputed amount.

3. Please let me know what's going to be done to prevent this from happening with other clients in the future.

Thanks, Louisa.

On Tue, Nov 24, 2009 at 2:56 PM, Louisa Van Beek <> wrote:



You have send Pieter a twitter about your 3G problem.  Can you please give me more info i.e. what the problem is, where do you experience this problem, contact detail that I can give the technicians to make an appointment to come and see you.


I have also left you a voice message, you are welcome to call me at your convenience.




Louisa van Beek

CEO's Office

Vodacom Group Limited

082 Vodacom Bouldevard, Vodavalley, Midrand, 1685

Private Bag x9904, Sandton, 2146


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