3 Months without a working Device

-5 Stars

I am writing to express my extreme dissatisfaction with the service I have received regarding the Xiaomi Note 12 device purchased in November/December 2023. I have been a loyal customer since 2018, with four active contracts, but this experience has left me deeply frustrated and questioning my continued relationship with your company.

To summarize:

In October 2024, the Xiaomi Note 12 began malfunctioning, including random reboots, making unprompted calls to Vodacom, and emitting emergency sounds. After the device left my wife stranded one afternoon, I took it in for repairs. A week later, I was informed that the board and battery cover had been replaced under the 24-month warranty. However, just three weeks later, the same issues resurfaced. Since then, I have made repeated efforts to resolve the situation, including:

Returning the device again for repairs. Numerous phone calls, in-store visits, and follow-ups, none of which provided any clear or timely updates. This process has now stretched to nearly three months, during which I have been paying for a device that I do not even have. This is a 3-year contract, and I am extremely dissatisfied with paying for a device that has consistently failed to function properly. I am no longer willing to risk my wife's safety with an unreliable phone and requested that the contract be cancelled so I could take out a new one. Despite this reasonable request, I have received no meaningful response, and each department seems unwilling to assist.

Furthermore, I understand that Vodacom believes this is an issue Xiaomi needs to address. However, I must stress that I am doing business with Vodacom, not Xiaomi. I am your customer, not Xiaomi's, and it is Vodacom's responsibility to ensure that your customers are supported and provided with reliable solutions.

Additionally, a Xiaomi salesperson has confirmed that this model is known for issues, further validating my concerns.

I am now requesting one of the following resolutions:

Replace the device with a reliable alternative immediately. Cancel the contract for the device without penalty. I have spent countless hours on this matter, including driving to your store and making unreturned calls. This experience has been unacceptable and entirely avoidable had proper support been provided. Please respond urgently to resolve this matter.

Thank you for your immediate attention to this.