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Robert T

1 reviews | Active since Dec 2017

14 Jan 2018, 14:16

After 7 months phone still broken and appalling service

Please see my below complaint on Facebook regarding the service delivery I have received from Vodacom thus far:

"The saga continues after getting my phone and charging it (thankfully the original problem it was sent in for over 6 months ago is now fixed). I saw that I was unable to insert my sim card into the phone, as they had returned it to me without the original sim card & SD card adapters'/frames. So I returned to Vodacom Menlyn today and after experiencing the usual unenthusiastic customer service (while I was at the repair collections desk I saw 2 customers walk in without being greeted by any staff), the consultant brought a new SIM and SD adapter for my phone. Unfortunately now the phone can't read my SIM card, which is working fine in the replacement phone I had to buy over 6 months ago since the store didn't have any replacement/back up stock for me to use while my current one (that I'm paying a handset installment on) is in for repairs. So now the phone has to be sent back to the advanced repair center. Honestly I really would rather be doing a hundred other things instead of going in to Vodacom trying to get you guys to just repair a phone properly the first time."

I have never before bothered to check what my "handset installment" is on my invoice, now due to the poor service over the past 7 months I really feel I am being ****** of R 114.04 every month.

0
Replies (4)
RT
Robert T's update14 Jan 2018, 18:17
Reviewer Update
This was the email I just received from Vodacoms' dedicated social media email inbox" Dear Robert Thank you for the time and effort taken to voice your concerns to our department. It is with the co-operation of valued clients such as yourself that we are able to identify any possible improvement areas within our organization . You will have to take this matter with the store Manager. Regards, Denise " What is the point of even giving me the inbox details if I am to receive a response like that? Now I am just referred back to the manager of the same store that has been giving me the terrible service in the first place?
Vodacom
Vodacom's reply15 Jan 2018, 06:23
Official

Dear Customer,

Thank you for making us aware of your complaint.

Kindly be advised that a consultant will make contact with you in due course to assist with your query.

***Please note*** Beware of phishing ****s.

Vodacom will not contact you via Whatsapp to request your personal details

Regards,
Vodacom Consumer Website Team

Vodacom
Vodacom's reply15 Jan 2018, 10:28
Official

Good Day

Please note that matter has been escalated to the relevant team. They will be contacting you accordingly.

Regards

Dc

RT
Robert T's update18 Jan 2018, 15:32
Reviewer Update
So today, I went in for the third time in 2 weeks to go fetch my phone. Phone turned on fine, unfortunately it still is not reading my sim card. The problem it was sent back in for last week. It was taken into the back to have a technician look at it and when the consultant returned she informed me that when they tested in the back it was working and that my sim card was clearly faulty. I informed that the sim I currently possessed was working fine in the +-R 1 000 replacement phone I had bought 7 months ago. Unfortunately the consultant was relentless in insisting that I had to get a sim swap. So after paying an extra R 69 for the sim swap I returned to work and waited as per the consultants instructions until 14:30 to turn on my repaired phone and begin using my new sim card.... The new sim card doesn't work in my old phone (that has supposedly been repaired and sent to the "advanced repair center" , but somehow is working in the replacement phone I bought last year. So far this entire misadventure has resulted in 8 trips to Vodacom since July last year and I have as yet to receive a working a phone. I am down so far R 1 069.00 not including the monthly phone rental fee for which I haven't been giving or offered any sort of replacement phone since this whole saga started. Vodacom this is officially the worst service I have ever had from any service provider, private, public you name it.