A nightmare service shark meets Apple the tortoise

<p>I am writing this out of sheer frustration from the service I received from both companies for a single query. I broke my iphone on the 08th January 2017 (screen and water damage). Phone is on contract and insured with vodacom. It's 23 days later and still no ounce of greenlight of whether my phone will be repaired or replaced. I am beyond frustrated with these two companies I cant contain my anger.</p> <p> </p> <p>On the 09th I went to the vodacom shop in Secunda to hand in my broken handset for an insurance claim. The advisor did not inform me to switch off my "find my iphone". They booked my phone in, said it was first going to Nelspruit before it is taken to Johannesburg which is where it will be assessed. A week and a half later I call the Johannesburg division ( ********** ) to check the status of my claim. Only then I find out that my phone cannot be assessed because my "find my iphone" is on. The consultant informed me that my phone was already on its way back to Secunda, so my job card will be closed until I switch off the "find my iphone".</p> <p> </p> <p>I went online immediately, to log a call to Apple to reset my password for my Apple ID as I need it to sign out of the "find my iphone", and I had forgotten it. I forgot it because I recently changed it. The apple website informed me that instructions will be sent to my mobile number for the resetting process. I waited a few days and then received an email from Apple, trying to verify if I had indeed sent the password reset enquiry. I followed the link and confirmed it. The response I got after that was that apple was processing my request and it will take a couple of days.</p> <p> </p> <p>I was patient enough to wait a few days, not weeks. Last week, I went ahead and checked online the status of my request. The system still said I need to wait a couple of days. Out of frustration of dealing with an automated system, I then tried to call the tollfree number furnished on the Apple website. For 3 working days, that tollfree number did not exist according to my dialing promps. I kept on tryinh to call it numerous times to no avail.</p> <p> </p> <p>Frustrated even further, I i resorted to finding any working email on the Apple website just to shout for help. I found a South African istore email, of which i sent my request and they still refered me to the website and the tollfree. This morning, 31st Jan, 23 days without any positive lead on my phone, i decided to call the tollfree again. This time it rings and I get put through to a consultant whom I immediately share in my frustration. He kindly apologised for my ordeal and informed me the Apple website is automated, yet he could assist to make the process faster. He however informed that for that to happen I will require a proof of purchase from Vodacom, which in his experience is an easy thing to get.</p> <p> </p> <p>Understanding I live 500km from my house where my personal documents are kept, I decided to contact the Vodacom contact centre to assist me with such document, easiest being a copy of my contract with Vodacom. The agent on the line sent me a form to fill and email back, and informed me it is a short process I should receive the contract today, so Apple can assist me. 6 hours later my contract copy is not in my mailbox, then I call Vodacom again. This time the agent informs me I was wrongly advised, it requires 14 working days for them to process my request.</p> <p> </p> <p>How on earth do I deal with such. Vodacom and its staff, Apple and its automated systems? A month without a phone, contacts, important documents, etc. Being dragged from corner to hook just to process a simple insurance claim? I have been a loyal customer to both companies for the past 6 years, and when I need assistance, they both have the best systems in the world that promote the culture of unsatisfactory service delivery to paying clients?</p> <p> </p>