4 day old Samsung S26 failed, Vodacom refuses replacement

I am very disappointed in Vodacom's service.

I bought a brand new Samsung Galaxy S26 from Vodacom Hillcrest Corner Mall on Saturday, 31 October 2026. I had just changed to Vodacom as my service provider. My husband has supported Vodacom for a long time.

4 days later, the screen went completely black on its own. I was using the phone, locked it, and when I tried to unlock it, it never came back on. No drop, no crack, no water damage. The phone still rang and vibrated underneath, only the screen was black.

My husband and I went to Vodacom Hillcrest at 10:00 on that day. We were told to wait for the technician. We waited about 2 hours. The technician did the same checks we had already done at home, plugged in charger, tried restart. Screen stayed black.

My husband asked for a replacement, as the phone was only 4 days old and within the 7-day period. The manager said "there is a process" and she could not just give us a new phone. She raised her voice during the whole discussion and showed a lot of disrespect. She then said she doesn't know what to do, walked away, and we were left ignored in store.

Eventually, after about an hour, my husband was able to talk to someone at head office. The phone was booked in and we were given a loan phone. We booked it in to show respect for the "internal process" Vodacom was emphasizing, without knowing this process would take longer than we were told. We were told it would be pushed for Friday 6 November.

Despite that, I only got an SMS at 10:00 on Friday, 6 November confirming the phone had only just arrived at Vodacom Repairs in Port Shepstone.

Same day I got two more SMSs: 14:51 — Job is currently in the assessment process 16:07 — Device has been sent to Vodacom Advanced Repair Centre for a higher level repair

We were not told it would go to Advanced Repair, nor given a timeframe.

Now I have to wait even longer and I don't know if I will have a phone by the end of the month.

This is not acceptable. I only had this phone for 4 days. If it is repaired, it will no longer be a new phone. It already failed once. What are the chances it will fail again in a month, or in 3 months, after it has been opened and repaired? I should not have to live with that worry for the next 36 months of my contract.

Yet we are expected to keep paying every month for a phone I only had for 4 days, that I don't have, and don't know when I will get back. No further communication so I am left in the dark.

I do NOT accept a repair. According to my right as a consumer. I have the right to choose a refund, replacement or repair for a faulty device still under warranty. I have chosen replacement with a new unit. Vodacom's internal process of booking in, assessment and waiting for credit from head office is not a reason to deny my rights or treat us the way we were treated.

I am very disappointed and I would've like to solve this matter without any escalations, but I am left with no choice.