Complaint

Complaint

I upgraded on 13 October to a Huawei P20 Pro. I tried navigating with Google Maps but instead of navigating it keeps on giving a "searching for GPS" error. On day 3 with the same error I went to Vodacom Gezina to assist me with my settings but the problem remained. The following day I went to Vodacom Waverley to assist but I had the same issue. On Monday 22/10 I reported the issue to Huawei Customer Care. They helped me with settings and logged in remotely in my phone to check that everyting is in order. After 3 people tried different settings they told me to go to the Vodacom shop I purchased the phone from for an exchange as the phone is faulty. On 23 October I went in to Vodacom The Grove to take this matter up with them. First I had a lady helping us by the name of Zoe. She was very helpful and tried her utmost best to help me, but the problem remained. I spent a long time in the store, I was coming in and out testing the GPS and in this entire time I didn't once get a manager coming up to me or to Zoe to offer assistance or to check if everything is in order... Nevermind even seeing her on the floor once! I had to pointedly ask to see the manager. After waiting for her for about 15mins she came out of the office, hardly greeted us and was absolutely of zero assistance with a ****py attitude. I then phoned Huawei while in the shop and during this conversation my partner overheard her talking to Zoe telling her that "she has no foot to stand on"... Now I wasn't looking for "a foot to stand on", I was in need of assistance. Great management s****s lady!!!

Huawei requested then that I phone them back in the morning as there was no one who could help at that time of day. The following day I phoned Huawei again and they requested that I hand in my phone at my nearest Vodacom shop to be sent for assessment. I booked in my phone at Vodacom Gezina on 25 October and I received it back on 30 October with a comment from Vodacom Repair Centre Centurion that no fault was found. Still I had the same issue. Vodacom Gezina suggested a sim swop to see if that can solve the problem, this did not work either. Vodacom Gezina suggested I take the phone back to Vodacom the Grove as they will need to replace the phone.

I took it back to Vodacom The Grove on the same day. This time a different manager assisted me (Adriaan). Once again I'm told that the phone needs to be sent for repairs as they do not have the authority to exchange the phone. I provided them with a video of the problem. Today I was informed from Vodacom repairs that my phone is on its way to Vodacom the Grove. I phoned Adriaan directly and asked if I can collect today and he said he will find out and get back to me. Lucky for me Vodacom Repair centre keeps the customer up to date as they informed me that the phone has been delivered as I never received feedback from Adriaan.

So once again back in the store with feedback from Vodacom Repair Centre Potchefstroom that they only did a system update... And upon testing it the problem is still not resolved. Yet again the phone needs to be booked in for repairs. I still have no phone, no real solution, no real plan of action or commitment as to when the problem will be resolved.

31 October the first debit order went off for this phone. I'm paying more than my previous contract, which I will do gladly if I actually had this phone working and in my possession. The second debit order is rapidly approaching and I am paying for a faulty product which is not in my use. Not even adding up all the money I spent driving up and down to Vodacom Stores and the money spent on phone calls. Who will be compensating me for all this??

I took out all my frustrations on Adriaan and I came to the realisation that he is simply following orders, so I need to esculate the matter to the regional manager. To my utter shock Im told that he is not allowed to hand out the regional managers number?? How can you expect a shop manager to not have any assistance from a higher source???

This entire experience has left me completely bitter at Vodacom and Huawei. And the worst part is I can't even cancel my contract?? When I signed that contract I did so thinking that Im not just signing for payments and for legalities, but also for great service from Vodacom and for a repeated happy user of Huawei.

I don't know anymore who is at fault here and frankly I dont care, this is a matter that must be resolved between Vodacom and Huawei. It should have been handled between these parties from the very beginning without my involvement. Personally I feel that this was treated unprofesionally and the after sale service of both Vodacom and Huawei is a joke.

I would appreciate feedback on this matter. I would like a plan of action, an exact date of when I can expect a working phone and what will be done about the money paid so far for this faulty product and all the extra expenses.

Mandie Keppler **********