Another pathetic after-sales service at Vodaworld and Vodacom Insurance

I had dropped off my handset for repairs at Vodaworld on a Saturday 28/09/2019 . Since it was via Vodacom Insurance claim, I was told by Lee that the claim would only be submitted on Monday. I then asked if I could be assisted with the replacement of a broken S-pen too. He checked with the technicians onsite if they perhaps had the S-pen in their box of parts. It turned out they didn't have. He then suggested that on Monday, they will submit the claim along with S-pen included in the paperwork to Vodacom Insurance.

Monday 01/10/20919 @12h58, I had called Vodacom Insurance, to follow up, as the online status of the repair hadn't changed by then. The lady that assisted, processed the claim whilst I was holding on, and gave me feedback that the claim had been approved, and she was sending an email to advice that the claim was approved and I accepted the stipulated excess fee.

By 3pm when I followed up with Vodacom Repairs call centre, I was told no communication had been received from the Insurance company. I then called the Insurance company again, a gentleman confirmed an email was sent to Vodaworld. I ended up calling Vodaworld so they can join in on the call. Eventually, after a struggle all was sorted. On Wednesday 02/10/2019, I received notification than the phone was ready for collection. Upon collection, only to find that the S-pen wasn't there and the request was never made to Insurance company.

I was then issued another job card for the S-pen request in that Wednesday. On Monday 07/10/2019; I called the Insurance company to follow up as there was no feedback. Some Johanna explained that there was no submission from Vodaworld re: S-pen. She further took it up herself to explain to me that the S-pen is regarded as an accessory, so it is not covered by the insurance! I explained that with covers, earphones and the likes, I can understand the accessory part, but not with the S-pen. I then asked had my phone been ****** or lost, what would the outcome be. She boldly said the handset would be replaced with a brand new one, WITHOUT the S-pen! Now how absurd could that be? I have now been quoted about R507.00 for the replacement of the S-pen.