Samsung/Vodacom Poor customer service

To whom it may concern...

Had the worst experience with a new contract opened up with Vodacom and Samsung. My brother (currently working in USA) renewed his Vodacom contract, 7 March 2023 with a brand new Samsung S23 Ultra 512GB. The 1st day of having the new device it started giving problems. He went back on 10/03/2023 to the store and they advised that this does not qualify as Out of Box Failure, and they have nothing to do with the device so it needs to be sent to their technicians and then it is up to them to take it up with Samsung, and they sent the device to VODACOM REPAIR CENTRE JHB. A few days before he had to fly to America he received the device back with the same problems. He returned the device only for Vodacom to send the device back for repair(with the same story). The device came back and with the exact same problems and I had to return the device to the store as he is now at work. The same story, device was sent back to VODACOM REPAIR for another try. We have not received an update on the device since the 4th of May 2023. This is totally unacceptable as he is paying a large amount every month for the contact as well as the device and now going on month 3 and he has not had 24hours with the device he is paying for.

We would really appreciate urgent feedback with regards to why Vodacom could not accept it as OOBF with the return of the device the 3rd day after purchase.

Job Number 1: ***8 Job Number 2: ***2 Job Number 3: ***9 Job Number 4: ***4 I am sure it can be traced to the history of the device. Please advise if I need to supply any additional information in order to help sort out this matter.

Thank you