NEEDS CLOSER IN­SPEC­TION

Finweek English Edition - - FEEDBACK -

Simon Din­gle’s ar­ti­cle Make it real in the 11 April edi­tion high­lights a very real prob­lem with MTN and Vo­da­com’s at­ti­tude to­wards cus­tomers, par­tic­u­larly as there is un­cer­tainty as to whether or not the Con­sumer Pro­tec­tion Act safe­guards cell­phone cus­tomers and, if so, to what ex­tent.

Fur­ther com­pound­ing cus­tomers’ prob­lems is the com­plex­ity of the numer­ous ser­vice of­fer­ings, which many be­lieve are struc­tured to con­fuse the pub­lic, some­thing I am presently ex­pe­ri­enc­ing in at­tempt­ing to change an ex­pired Vo­da­com con­tract. Although the book­lets and sim­i­lar lit­er­a­ture pro­vide much in­for­ma­tion, the pre­sen­ta­tion as­sumes an ex­ist­ing knowl­edge of the ba­sic pric­ing philoso­phies.

Thus far I have vis­ited four sep­a­rate Vo­da­com shops and have re­ceived four dif­fer­ent pro­pos­als for os­ten­si­bly the same con­tract, none of which has been sup­ported by a writ­ten fact sheet or quo­ta­tion.

Whilst all con­sul­tants have been ex­tremely cour­te­ous, none has been cer­tain of the ma­jor features of the con­tract sought and, given the lack of cus­tomer care dis­played by the ma­jors, a con­tract

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