Bad advice and don't care a damn attitude

I refer to my visit to the Vodacom Mandela Square sometime in September. I don't have the exact date. I renewed the contract on number ********** 797. My wife decided to take the Huawei Nova phone. At the time I was told by the consultant at the store that the phone carried one free screen replacement. My son was witness to this transaction as he was part of this visit. I don't have the consultants name.

In December , I accidentally dropped the phone and the screen cracked. On my return from holiday, I visited the store to get the screen replaced, this was on the 20th or 21st December 2017. I presented my case to Zubair and he advised me that the Huawei Nova does not carry a free screen replacement .Whilst I was there, Zubair called Des (Huawei rep) and he immediately confirmed that there is one free screen replacement and he referred me to the repair center in Melrose Arch. I went there immediately.

At Melrose Arch I was told that the Huawei Nova does not carry a free screen replacement and that it will cost R 1500. I returned to the store. Des had the attitude of sorry , I gave you the incorrect information and tried to get rid of me from the store in Zubair's presence.

With Zubair's intervention this matter was referred to Andre (manager at Huawei). He spoke to me twice on the day. Andre advised that he had escalated the matter to his technician. Andre was still waiting for feedback as per his whats app chat with me on 23/12/2017.With the holidays I left the matter be. Andre informed me that he was going on leave. On 2nd January I requested for an update, Andre responded on 4/1/2018 saying he was still on leave and back the following Monday. On the 15th I followed up again , excuse that he was too busy (maybe my matter is not important or I am just a number at Vodacom).

On 17/1/2018 I whats app Des requesting the store details. He came back saying that he was on training and that he will supply the information the next day. I did not hear from him, I whats app Des again. I see his tactic of avoiding giving me the requested information. Said that the matter was referred to his manager. I REALLY DON'T APPRECIATE HIS CHEEK AND ATTITUDE AND THIS NEEDS TO CONVEYED TO HIM, LOUD AND CLEAR.

Andre called me , advising me that I will have to pay for the screen replacement but it will be a reduced amount. He wanted my e mail and he will mail the quote to me. He was driving so he could not make a note of my e mail address.

I must say that I find this whole scenario totally unacceptable. As a result of Des' advise , I have wasted money on parking, petrol and my time. He has given me the run about. He assured me that there is a free screen replacement in Zubair's presence.

He has an attitude of note and don't know his products and offerings. Andre was not of much assistance in resolving this matter. I insist that this screen gets replaced at no cost to me, Des should carry this cost. I will not be using Huawei handsets in future and will not support this store again.I am just a number and no one really cares.

To say the least , I have been misinformed .

I insist that this screen gets replaced at no cost to me. I feel that it would be fair to reimburse me R 30 for wasted parking cost as well as my petrol for unnecessary running around as a result of Des' incorrect information.The store service and ethics leave much to be desired. It is clear that Des does not know his products , features, benefits and offerings. On 19/1/2018, at the request of Zubair I sent an e mail and to date I am yet to receive a response or an acknowledgement. Once again this highlights that I am just one of the many millions of customers and no one really cares. Hoping that I will shut up and vanish into thin air.

Vodacom shop Nelson Mandela Square not my choice any longer.