APPALLING, PATHETIC AND DISGUSTING CUSTOMER SERVICE-CASH PURCHASE OF DEFECTIVE''FLAGSHIP'' DEVICE-LIBERTY MIDLANDS MALL, PIETERMARITZBURG

<p>R13k cash purchase of "flagship “phone with defects combined with *********** Customer Service received from the Manager'' Charmaine' who blatantly lies, makes up excuses, refuses to return calls and has to date not yet dealt with this matter.</p> <p>I am simply left speechless after the horrific customer service received from the Vodacom shop @ Liberty Midlands Mall-Pietermaritzburg. On 15 February 2017, my boyfriend purchased the latest Sony ''flagship'' device- Sony Xperia XZ as a gift for my birthday. I was ecstatic when I received the phone and immediately switched it on. As one would, I went through it to test out the camera and sound quality and was alarmed at the music volume level/ speaker volume/ call volume and the overall sound quality of the phone. I then did some research on google only to come across reviews about how many of these devices were returned due to the same problem as well as overheating of the phone.</p> <p>I immediately put it into the box and my partner and I visited the Vodacom Store early the next morning to report this to the manager. We were assisted by the *********** manager Charmaine. We explained to her that we want to receive a refund and we were not prepared to buy a phone at that price with defects. She explained the OBF process and advised us that the phone will be sent to the JHB branch to test the phone,the process would only be a few days and assured us that she will personally give us a call to let us know the outcome.</p> <p>What a joke! One week later and this woman never called us back. After numerous calls trying to get ahold of her, we finally did only to hear that the phone was rejected for any faults and was sent back to them. Seriously??!! I was furious and reminded her that this was a Cash purchase and according to the CPA as a consumer I am entitled to a refund or exchange due to the phone having a quality defect. She then **** to me that she is waiting for another manager from another branch to authorize the refund and she will be in contact with me.</p> <p>It's now a week later and yet again she never returned my call. I called her this afternoon to find out what is going on as it is simply ridiculous that this is dragging on for weeks on end with no feasible outcome. She says that the phone was tested with two other devices and she admits to the sound quality being low however the repair center in Durban has tested it and has found no faults!!?? SPEECHLESS</p> <p>My Question -Why was this phone not tested in the store by a consultant before my partner took it home? This should be a part of Vodacom’s policy to test each and every phone that is purchased before it leaves the store to avoid unnecessary situations like this. It seems to me like they are in a hurry to take your money but don’t give a damn when it comes to dealing with returns efficiently and effectively as such a huge company should. Right now, it seems like I am running around in circles and I am utterly horrified by this kind of pathetic service from this branch and from Vodacom as a Company.</p> <p>As a consumer who is protected by the Consumer Act, I am aware of my rights and I am entitled to a refund. I will not give in until this matter is resolved even if it means me taking legal action against Vodacom!</p> <p> </p>