Bad Service!!!!

<p>I would hereby like to lodge a complaint against the Hartbee****rt Store in Village Mall, Hartbee****rt.</p> <p> </p> <p>I renewed my contract with you on the 7th of March 2016. A while after that, I noticed that the front camera of the phone wasn’t in working order as the photos taken from that camera, showed up as a green screen. Since I have a warranty on this phone, I went back to your Vodacom store in Hartbee****rt , on 30 May 2016, to hand the phone in for repair. I received a job card with number: ********** 7.</p> <p> </p> <p>The phone technician on duty that day informed me that the repair would take a total of 14 working days and that I would receive a sms as soon the phone was ready for collection. The days passed with no communication from your store. I then drove into town to follow up on my phone and I was told that the phone was still in “progress” of getting fixed. Another week passed with no communication from your store. I once again had to drive into town to follow up on the matter and once again I was informed that the phone is still in progress of being fixed. On the 30th of June 2016, i had to drive into town once again to follow up, as I received no communication for your store.</p> <p> </p> <p>When I got there, I was informed that the phone had actually been delivered to their store but that they had a problem with the phone. She informed me that the screen was cracked and broken during transit. They had to send the phone back for repair again and I was told that it would take another 14 working days but that they would sms regularly to keep me updated on the progress of the phone.</p> <p> </p> <p>Once again the 14 working days passed without any communication from the store. I had to drive into town again to follow up on the progress and I was told that the phone is still in progress of being fixed. I then had to request a loan phone as non was offered to me. I had to sign a liability form that states that I had to return the phone in the same condition as I received it. Until this day I haven’t used the loan phone, as accidents are prone to happen and that I don’t want to be liable.</p> <p> </p> <p>Another 2 weeks passed with no communication from your store. I once again had to drive into town to follow up on the progress of my phone. I was then informed that there was a shortage on screen parts and that they are currently waiting for stock thereof.</p> <p> </p> <p>By this stage of the matter I request a new Samsung S6 as the service I received was unbelievably poor and pathetic. They informed me that my request was not possible and that I once again had to wait for the repair of my phone.</p> <p> </p> <p>On the 4th of August 2016 I once again drove into town to follow up on the phone. One of the sales ladies informed me that the phone has not been returned from repair, another lady told me that the phone is in the back. I then confronted both of them and demanded to know the whereabouts and condition of my phone. They both then gathered at the back of the store, whispering to each other.</p> <p> </p> <p>When she returned with my phone in hand. She informed me that the phone was returned that morning only and that is the reason why I received no notification for pick-up even though it was 15h00 in the afternoon.</p> <p> </p> <p>She then confirmed that there was another problem with the phone. Apparently they fixed the broken screen but there were 2 deep dents on the side of the phone. She then handed the phone to me and said that I should probably find another cell phone repair shop and get the dents fixed if it bothered me that much.</p> <p> </p> <p>I was very upset at this stage and demanded to see the manager. Apparently she wasn’t in the store at that moment so I decided to wait for her. After quite some time, the manager returned to the shop holding a lot of shopping bags. It’s obvious that she was out doing shopping and not managing the store.</p> <p> </p> <p>I then informed her of everything that happened and requested a new phone due to the fact that I have been paying for a phone that I do not have. She then excused herself and joined other staff members at the back of the store. They then started shouting at one another. To me, this was very unprofessional.</p> <p> </p> <p>The store manager then approached me with a cell phone. She informed me that the area manager, Charisa Bolton, was on the line and wanted to talk to me. Once again I had to explain the whole story to her. She informed me that she had no knowledge of my situation and that she was shocked to hear that I have been waiting for more than 2 months for the repairs. Charisa then reassured me that she would resolve the problem and give feedback as soon as possible.</p> <p> </p> <p>It’s been 3 months now and I still haven’t had any feedback from the store or Charisa. This is unacceptable in my opinion.</p>