Canal Walk Repair Center

I am absolutely irritated by the service I've been receiving from Vodacom Canal Walk store, specifically the repairs center. I cancelled my contract with an different service provider as I've decided to go prepaid. I purchased a LGQ6 at the Blue Route mall store on 25 November 2017. Now I use whatsapp as my main form of communication I very seldom make calls but started having issues with sound/hearing when I happened to make and receive calls. At first I thought it was just reception but started noticing it happening all the time to the point where the call was so disrupted I had to start dropping calls. Off to the Blue Route store on the 3rd December where I was advised me to take my phone either Canal Walk or Cape Quarter store for advanced assessment and possibly repairs.

On 15th December my phone was booked in at the Canal Walk repair center by Kelly who was super helpful informing me that I needed to ensure my phone was backed up/passwords disabled/memory card removed. As well as the fact that if canal walk cannot fix the audio/microphone issue the phone will need to be sent to the advanced repair center in Johannesburg for further assessment /repairs. To which I agreed but Kelly indicated I will be informed step by step regarding their findings.

A device inspection form was filled in. I had one straight scratch at the back of my phone in the middle section and one chip in the bottom corner of the screen guard and on small scratch on the top front screen gaurd. I signed this form because this was the condition of my phone when I handed it in.

I received a Samsung S5 as a loan phone. I was informed of the charges/ penalties that could possibly occur should the phone get damaged or lost. Kelly handed me the phone and said it's free from scratches only when I double checked informed her of the condition of the S5

So now I head back to canal walk on 22 December to collect my phone. Kelly recognised me and assisted me again, logging onto the system she informs me that someone SHOULD HAVE contacted me to inform me that my phone was not fixed at the ARC because there was a Google lock on the phone. So I'm trying to figure out how if there's a possible hardware issue with the phone WHY DO THEY NEED TO HAVE PASSWORDS ETC AND WHY DIDN'T THE FIRST TECHNICAL ASSESSMENT TEAM AT CANAL WALK NOT NEED IT BEFORE OR REALISE THAT IT WAS NEEDED BEFORE THE PHONE WAS SENT TO JOHANNESBURG.

So my phone was booked in again. However my phone has now multiple scratches on the back of my phone as well as on the front screen. I asked Kelly to note this and expressed my dissapointment....to which I was told that if my phone wasn't fixed there is no way they could've scratched it cos they couldn't fix it ....really now....no-one handled my phone? No-one picked it up to assess it?

Now I anticipated this time that there might be a delay regarding the time I'd be without my phone seeing that it was Christmas and boxing day as holidays. But I had no feedback since the 22 December from the ARC. I contacted the ARC on the 27 December and spoke to a lady who informed me that my phone had only arrived that day at the ARC as there was a delay with the courier. I requested that they immediately send my phone back because I have to leave CPT for work for the next 2 weeks and I don't want to travel with the loan phone. She indicated that that request could only come from canal walk store. I had two phones trying to connect with canal walk for an hour on Wednesday evening from about 5pm till 6pm....no luck whatsoever.

28 December I got through to canal walk at 840am to Nataleen (I asked if calls are recorded but they're not). So I ask her how on the 22 December I received an sms stating my phone has been sent to ARC yet ARC informs me they only just received my phone. NATALEEN TELLS ME THOSE SMS ARE AUTOMATED SO IT DOESN'T REALLY MEAN THAT IT WAS SENT. I proceeded to question her about that being wrong SHE APOLOGISED FOR THAT BUT IT IS WHAT IT IS. NATALEEN SAYS SHE CAN SEND ARC AN EMAIL TO INFORM THEM THAT AS SOON AS THEY RECEIVE MY PHONE THEY NEED TO SEND IT BACK TO CANAL WALK...WAIT WHAT?? THE LADY TOLD ME LAST NIGHT (27 DEC) THAT THEY JUST RECEIVED MY PHONE...NOW YOU TELLING ME THEY HAVEN'T RECEIVED IT YET??? I asked here not to even bother with an email get on the phone with someone and find my phone. Of course she said she'll do her best to get my phone back to canal walk. NATALEEN CALLS ME AT 14:25 TO INFORM ME THAT THE ARC HASN'T RECEIVED MY PHONE YET A DELAY WITH THE COURIER....SO I LOOSE IT ON THE PHONE WITH HER, I AM SO IRRITATED WITH THE DAMN RUN -AROUND. SHE'S TELLING ME ON THE PHONE THAT SHE'S DOING ME A COURTESY WITH KEEPING ME INFORMED COS I'M NOW REPEATING ALL THE SMS'S AND INFO THAT ALL THE AGENTS HAVE GIVEN ME. SHE'S TALKING OVER ME OVER THE PHONE AND INSISTS SHE'S DOING ME A FAVOUR AND IT'S NOT HER FAULT I KNOW IT'S NOT HER FAULT HOWEVER SHE AS WELL AS KELLY AS WELL AS THE LADY AT ARC ARE REPRESENTATIVES OF VODACOM. WHERE'S MY PHONE???

So now I'm leaving CPT for the next two weeks. How do I get my phone? How can you guys be so DAMN incompatent? so DAMN nonchalant about other people's property? This is one of the reasons why I bought a phone without the hassle of a contract because clearly yall think that you're doing me a favour by being there...and look now. Vodacom repair center is a waste of time.