A simple question – if you provide a 24/7 service that is potentially life-critical, shouldn’t you also provide 24/7 backup services. The obvious answer is yes. However Vodacom don’t seem to think so.
A bit of background. The sister-in-law has a Nokia 6303 phone that until Wednesday work splendidly on a pre-paid basis with Vodacom. During Thursday she noticed intermittent and increasing numbers of network connection failures, until on Thursday evening it failed completely.
I did the sensible thing, checked the settings, all ok, reloaded the Nokia software, cleaned the SIM – no joy. I took it to a Nokia Care store in Umhlanga on Friday – it worked perfectly without even taking off the back. Took it home – it failed again.
The network monitoring software on my E90 (also Vodacom) shows an error on the network.
To my 30+ years in IT, this suggests that something has happened at the cell-tower that services our home, principally because nothing had happened to the phone on Thursday other than being carried around in her handbag as usual.
I logged a call with Vodacom on Friday morning, was given a reference number and told “We will be in contact”. Following up today, “Our technicians do not work at weekends”.
In practice this means that she will be without a phone for a minimum of 5 days. Fortunately, we have a land-line which can be used in the case of emergencies, but imagine if we did not or if she needs to use her cell and the local cell-tower does not respond.
Surely if Vodacom provide a 24/7 service then they should provide 24/7 technical backup, or do they just not care about their customers.
I’ll leave you to come up with the answer.