False promotions

I have purchased my LG G8 ThinQ on 09/11/2019 last year at the Vodacom shop in Centurion Mall. When we were at the Vodacom shop, LG’s representative, named Christopher, convinced us rather to purchase the LG G8 ThinQ as it comes with a warranty that includes two screen replacements.

We opted for this deal and upgraded my Vodacom contract. Subsequently the phone fell and the screen broke, I have returned (15/02/2020) it to the Vodacom shop and booked it in for repairs under warranty. We discussed the free screen replacement under warranty with the Vodacom representative, and they agreed that they were aware of the screen replacement warranty as per the promotion. It was then booked under warranty repair with Vodacom. The Vodacom representative called Christopher and confirmed that this was part of the promotion when we upgraded. I then received an SMS (16/02/2020) from the Vodacom stating that the device was send to the Advanced Repair Centre, This SMS still stated that the warranty repair will be around 5-7 days. On the 18th February I received an SMS stating that I must contact Vodacom within two days to accept or decline the quote. This didn’t make sense as it was a warranty repair.

I then phoned the repair centre and queried what the cost was for as it was n warranty claim. The person at the repair centre advised me to talk to Vodacom about it. I then requested the person to mail me the quote upon which he refused to do it and advised me to get it from Vodacom. I then went back to the Vodacom on 22/02/2020. The lady at the repair centre then checked and informed that the repair centre has mailed me the quote on 16/02/2020. I told the lady that it was a blatant lie and even gave her my phone to check if I got any mail. For reference purposed you are welcome to retrieve the phone conversation with the repair centre. We then called Christopher to the shop and had a discussion around the free screen repairs. Both Christopher and the Vodacom lady (Thuli) confirmed that this was the original promotion by LG on this phone at that stage. They confirmed that LG head office forwarded an official mail to the branches to stop this promotion. This was done way after we upgraded our contract. The Vodacom personnel also confirmed that our case was not the first to claim the free screen repair. Christopher as well confirmed, in front of myself and the Vodacom personnel, that LG will have to honour the deal as it was promoted, we all agreed that the recall of the promotion happened way after I upgraded. I returned today 29/02/2020 as I have not had any feedback form either Vodacom of LG. I met Christopher at the entrance of the shop, and he informed us that he is awaiting his “boss” to come back to him. We then left, had breakfast and returned to the Vodacom shop. Christopher were not at the shop and I then phoned him. Now the whole response changed. He informed me that his boss said he must first confirm if it was added to the Vodacom contract and if not, LG will not repair the phone under warranty.

This is where my issue comes in. From the start everybody agreed it was a warranty as per the promotion. Both LG and Vodacom agreed and committed to have it solved. I dealt with the representatives on the floor that did their job and convinced me to buy the LG product. I booked it in with the Vodacom personal that confirmed it with the LG representative both telephonically and in person in from of witnesses. Almost weeks later I get no feedback from any body other that a quote and get **** to about it as well. Today I was made to understand that if Vodacom did not add it to the contract it will not be repaired.

I upgraded my Vodacom contract with your product based on your representative’s advised and today we are arguing about the Vodacom contract!!!