Smartcom Ermelo and Vodacom poor service

Terrible Service From SmartCom Ermelo and Vodacom in general.

I upgraded my contract in March of 2024 to a Samsung A35. The phone was in use for 9 days in total before having to take it back to Smartcom Ermelo, unfortunately by then the 7 day window has already expired. I experienced issues with signal and the phone gets extremely hot. Initially I thought it was network issues that calls got cut, person on the other end can't hesr me as the line is distorted. A concultant at Vodacom Customer Line heleped me reste network settings via call but still it did the same.

First repairs: Johannesburg Job Card *** Mr Julius worked on the phone, but found nothing wrong.

I took it in to Smartcom Ermelo. I was told that the phone should be sent in for repairs but I couldn't send it in on that day, only on the 21st of March as they're renovating the repairs shop. After 21 days I got the phone back. No job card or nothing present. With the phone still in the same packaging as the day it was supposed to be sent in. The screen protector I put on was on still. The only thing done on the phone was, it was reset to factory settings.

The phone was taken back a second time for the same issues just the day after I collected it. I was told that they were going to send the phone in again and then ask for it to be replaced. It was sent in again and we're two weeks in, still nothing. I was phoned today, on the 27th of May to be informed that they're awaiting spares to fix the phone.

How can a brand new phone be sent in for repairs twice, and now need spares to fix it? I demanded for a new phone as I am not satisfied with the broken phone that I have recieved! Two months I'm paying for something I do not have. This is poor service and unacceptable. All feedback that I get is that I have to wait for the phone to be repaired! A brand new phone. What is a customer's right on a phone then if this is hoe it goes?

Spoken to Ms Thelmo (Ref:13:47) on 27 May to get answers. A Thabo must have phoned back with more clarification but never did.