Bad customer Service - Rude and unhelpful managers -Moeketsi

Good morning

On Friday the 23rd of August, I went to the Vodacom store in Mall of Africa to get a phone. The Vodacom consultant attended to me and showed us the specials on the Samsung A25.I then asked her to see the Device and she showed us the devise but they didn’t have a live device of the phone. While she was showing us the phone a Tecno consultant came with a live device of the Tecno phone and told us that it’s the same as the Samsung and even better and he convinced me to buy Tecno,which I feel it was false advertising. When I got home I was not happy with the quality of the pics and videos, it was worse than the vivo that I currently have.

I called the call center on Saturday morning and explained my frustration and she said I must take the phone back to the store as it was only one day. I went to the store on Saturday and I was told by John that the phones are the same. I told them then we needed to compare the video quality and he said they don’t have the live demo of the A25.He then send me to the Samsung store at mall of Africa tocheck the live Demo and I went there and I was happier with the quality of the Samsung. He then said I need to send the email to say why I wanted to return the phones and because my phone had a cracked screen I couldn’t write the email addresses on my phone so I asked him to write them on a piece of paper. I can’t find the email addresses now. I don’t understand why they didn’t send the email from their side ,I’m really disappointed with the service at Mall of Africa store. I hate the Tecno phone and I’m not willing to pay for something I hate for 3 years it won't be fair on my part.

I called the call center and spoke to Michaela who's been very helpful and she told me the Team leader at customer care said he spoke to the store and i was told to go in back to the store to reverse my contract and return the phone, when I got to the store John the manage told me that customer care has nothing to do with the store, I literally cried because if felt I was just disrespected and taken for a ride. Eventually I was told that the assistant manager will assist me to send the email and i asked him to CC me and he said he did but i did not receive the email, so I assume he didn't send it or he never CC's me because he didn't even bother showing me the email.

When I spoke to the store manage Moeketsi i was appalled by his rudeness and he even told me he will not take the phones, I must send an email to customer complaints

I have been a loyal customer of Vodacom for years because of the service they’ve provided me. I have never returned anything since I been with Vodacom for almost 10 years. I don’t want to cancel the contract, I just need to change the device to the Samsung, please assist me with that.

If this is not resolved I will cancel all contracts with the company and will never set foot in a Vodacom store ever again, I regret not ordering the phone online. At this stage I hate the company for how I'm being treated by the management at mall of Africa and regret being associated with it.