Chatz Connect Store & Vodacom

So i find myself forced to write this. & i am truly disappointed at the customer service I am getting from Vodacom & Chatz Vodacom store - Boksburg. Being a Vodacom customer for more than 20yrs & a RED Premium VIP client for almost 10 of those yrs.

I still have the iPhone 8 Plus 256 GB. I haven’t done an Upgrade on my phone for more than 5 yrs cuz I simply couldn’t let go of the little middel Home Button.

But, I recently decided - it is time to move on. Been pending on this decision for more than a month after I confirmed on my Vodacom App that I am eligible for the Upgrade.

I live in Centurion & I was visiting my Mom in Boksburg. On 30 April 2023, I was casually in Boksburg- East Rand Mall & we walked past the Chatz Vodacom store & I thought - let me just go for it. The Sales Consultant that helped me, Lavashnee, was super sweet & she gave me excellent service. Not being IT experts - we looked at the storage usage on my iPhone which showed I roughly use 80 GB of my 256 GB. The shop only had stock of the New iPhone 14 - 128 GB. So we figured it will be fine.

I was Sooo Super excited. Haven’t done it in very long - But I am well aware of how to BackUp my phone to iTunes on my PC & then restore my BackUp from there.

That evening on the 30th I started the process - which took over 4Hours just do my old phone BackUp.

The Next Morning, 1 May 2023, excitement came over me & I started to Restore to my New iPhone. Knowing it would take some time - we went out for a bit to leave it do it’s job, Only to come back Home & see that Restore could not be completed due to lack of Storage space on my NEW phone … I was devastated - then saw the BackUp is showing a size of 187 GB. Clearly - this is not going to work …

I didn’t think much of it & thought i’ll try make a plan - to upload my photos to the cloud & my Google Drive & Google Photos - but then ran into the issue of trying to delete bulk photos on my iPhone is not that easy …

& I just thought - this is not what I signed up for - to struggle & trying to make a time consuming plan - to make this work … Being in New Care Sales Retail myself before - i do know all about the Consumer Act - Which I understood is a safe act - yes protection to the Consumer & the Seller - although CustomerService comes in play -

So - I feel this was, truly, an Honest mistake by me & sales consultant for not purchasing the same GiG phone as my old phone…

I phoned the shop that Monday, 1 May, after my struggles & asked explained my scenario of the wrongful purchase that was made … They explained that management wasn’t in & I will only be able to escalate it the next day. As i said I live in Centurion, So had to go back home Monday & my Mom took the phone back to the shop for me.

I contacted the shop - where manager Hopelong / HP, assisted me & escalated it to vodacom and the shop. I had to call Vodacom customer care who just directed me back to the shop, saying shop needs to escalate it to their FCO / FSO. Told HP, & We’ve been in contact every week & he just said he is getting a decline from Vodacom, after he sent me the number for the Vodacom Premium clients. ***. 9 May 2023, I spoke to Megan at this Customer care number & explained my situation. She said it is totally understandable, & that she will escalate it further & their should not be any issues regarding this, the shop will just reverse my upgrade & renew. Asked HP every day from there - will you be ready for me that weekend as it being Mother’s day weekend- i’ll be going to Boksburg again - please can we handle this off that Sunday, Mother’s day. Nothing - call HP who was off that day again - he just has declines … Called for Megan that next week at Vodacom Premium again - got another assistant - said she’ll escalate… 16 May 2023, ask HP for feedback again. He escalated it to his Operations Manager. Got a call from Operations Manager, Lizelle, & she got the whole story again. 18 May 2023, Lizelle says she is also being declined - now i donno. I am confused as Vodacom Premium support is saying all is good to go - What is happening here …. ????

Get Megan from Vodacom Premium to call Lizelle, the Ops Manager - I am still sitting with my Old phone - whilst I will have my 1st instalment for my NEW Phone going of next week ….

Who is who in the Zoo - & what Happened assisting a customer- who really have not made a fuss - up until NOW !!!! I honestly- do not care anymore who looses or whatever your pathetic excuses are further as to not being willing to assist me - I pay a lot of money for this “PREMIUM” contract of mine - for many, MANY years now - I ESCALATE to WHOEVER - my Reverse & Renewal of my Contract to the New iPhone 14 256 GB with NO extra charges or fees, to be RESOLVED this week. For you have Now made a very calm, understanding & very patient customer needing to resort to giving this “Bad Service” review.

Seriously VODACOM - this is a issue you can absorb, with this Store.

Yours faithfully, Yolandi Bothma (Coetzee) ***