Worst Upgrade Experience I’ve Ever Had

Please be warned about the extremely poor service I have experienced.

I upgraded to a new device last week Monday. I confirmed the delivery and residential address multiple times due to a relocation, and I also confirmed my contact details because the SIM number that comes with the phone is not in use.

On Friday, they sent a WhatsApp message to the exact number I had advised was not in use. Luckily, someone had that number active on WhatsApp and forwarded me the tracking details. When I checked, they still had my old delivery address on the system — an address I used more than 4 years ago, and in a completely different province.

I called to report the error and they updated the address again, advising delivery would be moved to Monday.

Monday arrived and the phone never came. After multiple calls and eventually speaking to the delivery department manager, I was told the upgrade had actually been cancelled on their side. I was then told it would be rectified and delivered the next day — however, even now no accurate feedback can be given.

The tracking site shows no change, nobody can confirm the status or ETA, and whenever I request cancellation I am told to wait because it will be resolved, yet nothing is resolved. Even a manager advised that if it cannot be resolved today, cancellation would be best.

The same error has now happened multiple times, leading to delivery well past the promised timeframe with no proper communication.

If you are considering upgrading, please consider other service providers (or even FNB device deals). I have since checked and could have obtained the same phone cheaper without this experience.

I have had to repeatedly call, follow up, and escalate just to get any response, while receiving automated messages stating they “attempted to call”.

Very disappointing experience.