Gareth Glassman …. you rock, paper, scissors

160401_Rock Paper Scissors

I am not one of those people who get excited when it is time to renew their cell phone package.

I groan internally, then fret for weeks, and pretty much leave it until it either goes away or I just do not care anymore.

I like my electronics to work.

I know it sounds like a lot to ask.

My cell phone, my laptop and my other stuff work. Just needs to work.

I get happy when things just work.  I am not shooting for a dream here.  I am just happy when I put things on and they function like they are supposed to.

Or like they did the last time they were on.

The last time I upgraded – Vodacom is my service provider – was a less than ideal experience.

I called their call centre, and got a wonderful bloke who told me that this simple SIM swap was really simple.  He calmed me down and assured me that this would be done in minutes and I would be up and running in no time.

With my new shiny iphone 5S.

My general sense of pessimism was soothed in thinking that this might actually work.  He was so bloody confident and soothing.

I believed it was as simple as he said it was going to be.

I explained I had the new iphone 5S and it had been sitting in my cupboard unopened for two months and I was too shit scared to do the SIM card swap from the iphone 4 (add a letter of the alphabet) because I did not want to lose data, or contacts or the warmth of knowing I could just switch it on and it would work. And make that ring-ring sound when someone called me.

My entire life runs through my cell phone – personal and work life.  I stressed that.  I really stressed that part.

The soothing voice on the phone told me that it would be okay.  It was easy.  He would hold my hand – metaphorically – the entire way.  It would be over before I knew it — and my life would go on uninterrupted.

He assured me.  I fell for his voice.  His confidence.

I was so lulled.

Then somewhere the wheels fell off – like totally.  I wrote this blog post at a time when I was about ready to go postal at VODACOM ….. it was really really not a good experience.

The cascading shit storm that erupted in my life because of no access to my phone, records, history and basically anything had me wondering if I should call my psychiatrist for an emergency meet and great, and possibly a chat about which clinic would take me on short notice.

Or whether insanity could be a plea for beating the shit out of a few dozen people with a SIM card.

It started when I realised that the SIM card supplied for the new phone was not the right size.

The SIM swap which was happening was actually just going to lead to nothing — because the wrong SIM card had been supplied with the new phone.

Again all VODACOM’s fault at this point – the pack had been supplied by them.

Vodacom dealt with my problem like only a large conglomerate could.

No one seemed to give a shit that I was in the beginning stages of a full scale fucking mental break down.

I got shuffled/transferred to the “next person” and not one person stopped to hear me, or try to take responsibility for this problem.

I called the service center.  Numerous times.  At this point I was jotting down names, departments, times and the reaction.

It was like being stuck in Dante’s rings of hell.

I went along to the nearest/any Vodacom store I could find.  Thinking if I could just speak to human being, and make eye contact we could resolve this issue.

They sort of nodded and made the right coo’ing sounds but the fact that every hour I was losing income, and I was watching my phone not work (I think at this point we were in stage 4 of the SIM swap challenge) – the VODACOM store blamed VODACOM and told me to speak to them.

I explained I was in a VODACOM store. So you know …. fucking help me!!

They explained that though the signage said VODACOM, their shirts were doing, and the embroidery on their shirts said VODACOM, they were in actual fact not VODACOM.

You can see how this would make a sane person stand there and go “WHAT THE FUCK IS HAPPENING RIGHT NOW?”

VODACOM store said I should call VODACOM …. the real one, not the store one, because they were not VODACOM ….I was of course very appreciative of that advise, as I had not even thought to call VODACOM ….. silly me.

I can’t recall at which point of FUCK (or how many times I had said FUCK) it was resolved.

I did my utmost to be polite with each service person that I dealt with.

I tried to have empathy that the problem was not the result of the person on the other end of the line.

I however did want them to solve it for me. What being VODACOM and whose fault it was.

That was kind of where I realised I was in the no man’s land of no-one-really-gives-a-fuck-of-service-providers.

Vodacom did not exactly impress me, the  problem was eventually resolved.  I think when I was transferred to “HR and Events Planning” {not joking} I knew I had eventually been transferred to everyone possible.

The real issue of moving my data and restoring all the history which the VODACOM-SIM-CARD-SWAP-DEBACLE-OF-2014 managed to create left me gasping for air and crying in the kitchen.

A wonderful man at the iphone store in Canal Walk assisted me to restore my history, and my contacts and and and …….. I realise that it was not Vodacom’s responsibility to do that BUT they had fucked up monumentally, and there was no gesture from them what so ever to do anything right.

A few days later I got a call from a VODACOM call centre and the lovely lady apologised and coo’ed.  She promised me it would never happen again, and said my data bundle would be increased at no charge, or I would be sent a virgin on a unicorn.  Or both.

I forget the details.  I was heady at this stage as my phone was working.

Neither happened (data or virgin on a unicorn).  I had my phone and my history and it was working.

Right at that point I was not willing to fuck with karma anymore.

Fast forward 2 years and I am again at the “renew” my contract stage.

To say I am skeptical does not even hint at it. I think I started experiencing PTSD symptoms at the thought of a SIM swap or contract upgrade.

I have one number that runs my life, business, personal life and fox tattoo fetish.

I need to keep that number and then have a second contract as a personal number.

Weighing up how to do that, and whether to use an existing device and how that would work was doing my brain in.

Remember now I am naturally very suspicious of smooth voiced call centre operators from VODACOM/HADES and calling them is not an option on the table — unless this time I just ask to be transferred straight to HR and Events Planning, and work backwards from there.

I tried to do my own research.

When you are trying to sift through the offers and the variances, eventually you get a head-ache, and choose to rather go and drink.

To cut a long story short (yes I realise that ship has already sailed) I just did nothing.

At least then my phone still worked and I did not lose 3 – 5 days of my life in what I would consider hell.

My feelings towards VODACOM are not dissimilar to how I feel about a urinary tract infection.

Best avoided.

Today I popped in to Cellucity at Canal Walk – to be honest my expectations were low.

Like snake shit low.

I expected to be overwhelmed, confused and walk away with absolutely no real idea of what to do.

Then I met Gareth Glassman.

When I say the name, I think I hear angel’s sing.

I explained my existing phone number and we discussed the present contract, it’s offering and where I fell short (had to pay in about two times more than my initial contract as I was using more data and so on) each month and what he suggested I do moving forward.

Initially I was getting a bit overwhelmed, as the options were endless.

I explained that I wanted a second contract – well not necessarily wanted a second contract – but I needed a second number that could be my private number.

Here is where Gareth Glassman (metaphorically) went into the back and returned in his skin tight outfit with his underpants on the outside, a mask and a cape.  Totally MARVEL MAN stuff.

He sat with me and we went through half a dozen options – he did it in a gentle careful manner.  When ever I got that “deer in a headlights” look about me, then he slowed it down.

He did not sigh once when I asked him to explain it again and slower.

We eventually hashed out a plan.  A brilliant plan.  For my existing contract and my new contract.

I was in that stage of amazement — I could not believe that someone had listened to me — actually listened and gave me what I needed.

I can’t really explain what I am feeling right now ….. is this the elation of great customer service??  It might explain why I am so giddy and overwhelmed.

I am unfamiliar with this animal.  I am not sure what to do with these feelings.

It’s all so new to me. {swoons}

Actual customer service ….. I know it does sounds like the beginning of a fairy tale where the princess loses her shoe and goes home in an Uber pumpkin …. but people I swear to you, today I saw it.  In the flesh.

I did not feel like I was having a sale’s pitch thrown at me.

I felt that Gareth was doing what many people don’t.  He was listening to his “potential” client and giving her options, until she was happy and felt content.

I have never been so happy with anything to do with my cell phone contract — EVER.

I have no idea whether this was just a run-of-the-mill client service’s experience for Gareth, or whether he felt any of the elation and amazement that I felt walking out of that store today.

I high-fived him when I left.  I would have chest bumped him if the desk was not so wide.

I walked around for the balance of the day feeling like a mountain was lifted from my shoulders.

Gareth Glassman at Cellucity Canal Walk – that man deserves ….. I don’t know.

What do you give a guy who has supplied outstanding service?  Who does what he is employed to do, and then freaking peaks at it??

I realise he is not a VODACOM guy, but maybe VODACOM can give him a call and he can pop over and train some of there client services people.

Or at the very least be taken out for a large lunch, given a back and neck massage and a week at AFRIBURN.

You have restored my faith that I might actually have a good contract upgrade experience.

Gareth Glassman — you rock. Paper. Scissors.

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2 Comments

  1. I had to fb stalk him after this. Is he the sexy dude with tats?!

    Reply

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