Appalling service!

On the 4th February, I returned an upgraded iPhone 2 days after I received it from Vodacom online ( the iPhone XR is too big for me). First RAM couriers lost the phone and only traced and delivered it to Vodacom on the 13th. (after many calls) Then I was informed it would take 12 - 24 hours to to get it back into stock and then I could order a new phone.

Despite spending probably 5 hours with various call center agents and having emailed multiple times the help desk they keep on saying that they have escalated the matter and that it is in "process" I was even given a reference number that no one seems to use.

I have, after a huge amount of time and effort, worked out the problem that Vodacom is having. That is, that when I switched on the device, I entered my apple ID and it automatically took all my settings across to the new device including "Find my iPhone". If this is not switched off, they cannot enter it back into their system. (I have now switched off using icloud)

At no point, despite numerous calls and emails did whomever is dealing with returns, indicate that this was the problem.

The fact that iPhone customers returning a phone are not informed about this before a phone is returned is unbelievable! I am a so called “Red” client – it seems that customer service is bad no matter what you pay.

I still cannot order a new phone almost 3 weeks later and am no closer to getting this resolved.