MS
Mohamad S
Active since Nov 2022
3
Reviews
0
Industries
Reviews
3 reviews3 months ago
Disillusioned
I have been insured with PSG for a number of years. My broker recently retired, and i needed to submit claims on a vehicle. Everything went well, until i was advised yesterday that the rental vehicle is a manual. Strange thing is that the vehicle that is undergoing repairs is an automatic, and i have two regular drivers listed on the vehicle, both are automatic license holders. Previously we registered a claim on the same vehicle in 2018, when someone side swiped my wife, who drives this particular vehicle, we received an automatic vehicle from the car rental company. I am told by my insurer that we must have arranged for the upgrade in 2018, however we only collected the rental, and did not request to upgrade. Thereafter at some point i added added my daughter as a driver of the same vehicle and I remember requesting the broker to ensure that a automatic vehicle is used should claims occur, but i cannot find any written evidence, as it was done on the phone. Knowing my daughter will be using the vehicle occasionally, i explicitly requested that my policy is amended to include automatic, (like any dad will ensure for the safety and convenience of their children). Now with my current claim, i am told i am insured for a manual vehicle, obviously this makes no sense. Especially as i know what i requested from my broker. So the usual response to be expected is, Sir but did you check your policy, yes i get it. So heres the lesson in all this, as much as we trust brokers, Always check your policy to ensure that what you request, is actually included. I have now requested the person dealing with my claim to assess whether they can motivate to have an automatic vehicle issued when i book the vehicle in for repairs. If not, then i must pay an additional R4500 for the upgrade to an automatic... I am hopeful that this has a positive outcome as i really dont like switching service providers especially after years of acceptable service and claims being honored.
112 replies
41 months ago
A Customer Retention failure called Vodacom Fiber
On 25th November 2022, at approximately 08:15 I call 0821904 and request to cancel my Fiber service. Reason being I am paying Vodacom R 1 099PM for a 50/50Mb fiber line. No one ever advised me i am being overcharged, even though you call me each month to offer me some other unrelated services. On this morning of 25th November 2022, I am advised by Azande Khumalo that I should reconsider cancellation, as Vodacom does not wish to lose customers. I have been with Vodacom now for more than +20 years. Azande, a real brand ambassador goes to work and i enjoy his personality and banter, where I am offered 200/200Mb as a retention offer, with a new router and payment holiday implying my 1st installment is March 2023, all for R 599pm. This sounds good, even though I am already aware that Cell C is offering the same deal for R 489pm. To top it off, I am offered a TV for an additional R 299pm, now i agree to this as I could offer this as a gift to someone. Its 01 December 2022, and I have been calling Vodacom each day, since the 25th November 2022, and theres one systematic issue after the other. I am at the point, where all i juts want now is my 200/200mb fiber deal, with new router and payment holiday until March 2022, keep the silly TV set which i never really needed in the 1st place. So today, I finally decide to let the rest of the Hello Peter membership know how utterly disconnected Vodacom is from ensuring customer centricity. I must admit, the agent I dealt with, Azande Khumalo, is a really nice chap, with a fantastic personality, whom with all fairness, should not be blamed for the disaster called Vodacom Customer Dis-service! I must have spoken to so many agents, from Nosipiwo, to Nkosinathi, to Mandisa, etc, all of you have been great, however I still have had zero progress with my retention/ escalation/ debacle... Vodacom, if it wasnt for these employees, I would run a mile, and if it wasnt bcos of loadshedding eating into your profits I would run a mile! Get your act together, because you messing up with the last mile, and your loyal customers like myself, will soon become totally intolerant of your total lack of service!
320 replies
41 months ago
Vodacom Customer Retention Practices FAIL!
I called Vodacom on 25 November 2022, to request their cancellation procedure as I was paying R1099pm for a 50/50 Fiber line, after being a Vodacom customer for probably 30 years! Mr Azande Khumalo was the agent whom then convinced me to take up a retention offer; 200/200mb, new router, 3 months no payment and a Hisense 65 TV for R 899pm. I was advised that I will be billed R299pm for the Hisense TV, however the fiber will be billed from March 2023. This was sold to me on the premise that Vodacom wishes to retain its long standing customers, which made me feel quite interested. I originally agreed to the 200/200Mb offer without the TV as there is always a catch with these types of deals, which was R 599pm. What I received was an offer to sign as part of a BLACK FRIDAY deal, for a 100/100Mb at R 899pm? I then called the contact center again, and spoke to Mr. Khumalo, who apologised and advised he had mistakenly sent me the wrong offer. He was going to correct this and send me the correct retention offer. We then discussed the terms associated with adding the Hisense TV at an extra R 299pm, to which I agreed. Making the offer from Vodacom: 200/200Mb, Free Upgraded Router, Hisense TV for R 899pm, which was cheaper than my original R 1099pm for a 50/50Mb service. I am still sitting with an offer for a 100/100mb at R 899pm? I am now again dealing with Vodacom Fiber contact center, technical department, only to be advised that cancellations only work Mon-Fridays? The agent was kind enough to get her supervisor, Ms. Nosiphiwo to speak with me, whom patiently listened to my complaint, and investigated my order, only to find two additional orders created with no actual details included. Ms. Nosiphiwo then advised she will personally contact the stand by cancellations manager to discuss my saga and promised to get back to me this evening, 25th November 2022. Lets see if Vodacom can restore this debacle, or whether they prefer losing such long standing customers....
0 replies
Review Distribution
5 Star
0 (0%)
4 Star
0 (0%)
3 Star
1 (33.333333333333336%)
2 Star
0 (0%)
1 Star
2 (66.66666666666667%)