Appalling Service, Negligence and Lack of attention to detail.

There was a black friday special at Vodacom Repairs for replacing Huawei screens. I took my Huawei P40 Pro phone to Vodacom Repairs store in Hatfield Pretoria to have the cracked/damaged screen replaced. They booked my phone in for evaluation, informed me that a quotation will be emailed once the phone has been evaluated and if I accept the quotation only then will they proceed to allocating the phone to a technician for repairs. I then received a quote via email which I had to either accept or decline by ticking the applicable box. I browsed through the quote then called the store because I needed clarity on the R8000 that is being charged. The consultant explained that the screen comes with a battery, that is why the amount is so high. I informed the consultant that my phone battery works perfectly well and does not need to be replaced, I am declining the quotation since it is mandatory that their screens come with a battery. I rep**** back via email Monday (04/12/2023), declining the quotation by ticking the applicable box on the quotation and also writing on the subject line that the quote has been declined. Tuesday afternoon(05/12/2023) I went to the store to collect my phone. Gave the consultant the job number ***8, the consultant informs me that the phone is currently being repaired by the technician. I asked how because I declined the quote. Consultant asked for the email I sent, I showed him. He went to the back office with my iPhone to probably confirm to the technician that I indeed sent an email declining the quote. While the consultant is at the back office with my iPhone, I immediately receive sms’s (which I could view via my apple watch) saying Job number ***8 is currently in the assessment process. Kindly note that this SMS is from an automated message centre. Please do not reply to this message 😳another sms comes through saying - Hi :) Good news. Your device at Vodacom Repairs with Job No. ***8 has been completed. Your ID/driver's license and job receipt are required upon collection. To track https://cutt.ly/vl0KGEX. Please do not reply to this message. While still confused by these sms’s I just received, the consultant comes back to the front, gives me my iPhone and prints a document which I had to sign. The document was to confirm that I am collecting the Huawei phone and that I have to pay R57,50 for declining the quote. I signed and paid the amount. He went to the back office again to collect the Huawei came back and handed it to me. I looked at the Huawei phone and immediately noticed that the back was not closed properly. I asked the consultant why was the phone opened? His response was that the technician thought I had accepted the quote, that's why on the system it was processed and booked for repairs. I asked him who processed the booking? Answer: Manager and technician. I asked for their names, was given the following names - Chene Van Aswegen and Marcel Zwiegelaar. Chene is the one who emailed me the quotation and Marcel was copied in that email.

So it means Chene and Marcel processed the booking without reading my email which on the subject line clearly said Quote Declined!!!

They clearly were not expecting me that afternoon because while I waited in front they were busy trying to quickly put my Huawei back together and failed to close it completely.

I told the consultant that I am not happy and certainly not comfortable that my phone was opened despite me declining the quote. How should I trust that nothing was taken out of that Huawei? Especially since they were in a hurry to put the components back together.

Not once did the manager come to the front to address this whole situation. The manager made the poor consultant answer to all their mistakes.

I am beyond angry, the Manager and technician copied on that email not only have appalling service but they also didn't want to take accountability for their negligence and poor attention to detail when reading emails.