Worst service ever

Got a P30 through Vodacom in May 2019 and unfortunately had an incident where the screen was damaged. Couldn’t get it fixed by Vodacom though it was within 6 months.

Took the phone to the Customer Centre in Melrose Arch for a screen to be fixed and paid for it. Only to find out later that they messed up with the camera when then fixed the screen.

Reported the matter at the Centre and told me that I had to drop it off to be checked and fixed. I was told that they unfortunately broke and the phone had to be replaced with a new one.

This is where my worst nightmare commenced. I was told they don’t have the new phone in store and they had to report the matter and request for a replacement from their head office. Waited for a week and went to the Centre and only to be told that they don’t have the phone even though I was told I will be informed when the phone is available. No communication at from the Centre, waisted my time and visited them.

The lady told me that the phone will be replaced on a Wednesday as I visited them on Saturday. I then told the lady who assisted me that I will need her number, Manager and the Centre contact details. I called the manager (Dadi) several times but my calls were not answered nor responded to. I managed to get through to the lady on a second second day and told me the replacement phone is still not received and that was on Tuesday. I didn’t call on Wednesday as they promised that I will receive it then.

I called on Thursday and still no stock was received and nobody called me since then. I decided to go a visit the Centre and follow up. This Saturday around 11:00 I was told their system was off since in the morning and there was nothing they could do. I then told the person who assisted me, the only way I could leave the Centre is if they take my number and let me know when they are up and running.

I was surprised that the phone is available and ready to collected late oh the afternoon. I rushed there and they had to report the the broken phone, fair enough. I waited for almost 40 minutes for that to be reported. I had to complain again and was told that they had a blue phone though my phone was black.

I waited for a blue phone, surprised surprised, the black phone was all of a sudden was available. I told them they need to assist me to transfer my records on the new one. Bad idea.

While the person who was assisting with that was busy, she was told that they are not allowed to do that in the front office and had to be done at the back office. I complained as I would not be sure that the replacement phone would be new and that it might be a repaired phone. I didn’t get a box and any accessories just as an assurity that the phone was new.

I waited once more when they took my old phone and the replacement at the back office. The person who was assisting had to go as her shift was over and promised that the manager by the name of Alice will assist me. I waited and waited until I complained and the other lady told me that I had to wait for another 30 minutes. I then requested to speak to the manager. I waited for another 15 minutes until I could see her.

I had to inform her of my frustrations though I expected that she would be aware of my situation at that time. She told me they are busy with the phone and had to wait for 30 minutes. I did not accept it as I was at the Centre for over 1.5 hour or so.

She brought the replacement phone and told her that I’m not sure if they transferred all the records.

Bad bad bad service with this Centre. Though they keep on promising to call when your phone is repaired, they don’t. The only thing you get is the assessment report which is not helpful for customers.

The managers don’t even get to speak to customers as they are always and forever at the back office.

Customers are not taken seriously and there is not customer service as they supposed to provide.

This makes me to regret buying the phone. I thought I would be getting an excellent service from the service provider. Worst place to take a broken phone or trying to get assistant from

Thabang Monametsi