Complaint

<p>To whom it may concern<br /> <br /> I write this email with great disappointment and dissatisfaction regarding customer service from the Kenilworth Vodacom branch.<br /> <br /> On the 29 June 2016 I went into the store (the same store where the phone was purchased) with the intention of booking my phone in for the screen to be repaired.<br /> <br /> I was approached by Darren who then advised that he would call one of his colleagues as his colleague, by the name of DJ/TJ (I stand to be corrected), would be able to assist me. Darren was present throughout the conversation I had with DJ/TJ.<br /> <br /> DJ/TJ pulled the receipt from the system and advised me that the one year warranty would expire the next day being 30 June as that is the day the phone was purchased. He informed me that if he books the phone in it will take approximately 14 days to be repaired and then he told me that I should rather go to Samsung Care in Century City who will be able to assist me the same day and who will take approximately an hour or two to repair it.<br /> <br /> He then further informed me that if he takes the phone in that day being the 29 June it won't be sent on that day as it was too late in the day (I went during my lunch break) but rather the following day being 30 June. However, he said, the phone will only be sent off the 30th. He said that he could thus not guarantee that it would be booked in on their side on 30th.<br /> <br /> He said the best thing would be to take it to SamsungCare. I then asked if the phone had to be in at SamsungCare today (since I work and live around the corner from Kenilworth Centre and did not wish to drive to Century City) and he reassured me that I have both the 29th and 30th to do so as they do repairs the same day. <br /> <br /> However, I decided to go to Century City after work, but I was under the impression it was at the mall Century City (Canal Walk). I went to the nearest cellular shop being, CelluCity since I entered Entrance 1 of the Mall. A lady working there advised me that Samsung Care is outside the mall and that they would be closed already. I then explained my situation and asked her whether I can go to Samsung Care the next day or whether I should just go to the Vodacom Shop in Canal Walk Mall and ask them to book it in since I was already in the mall. She too confirmed DJ/TJ’s statement that I would still qualify to take my phone in to Samsung Care the next day, being the 30th, until close of business. <br /> <br /> As per DJ/TJ’s instructions I asked my mother to go to SamsungCare on the 30th to get it repaired. Samsung Care refused to repair it as they advised that it was a day late. The Manager (a white male whose name my mother cannot remember) advised that they had the same query not too long ago and he can thus guarantee that they will not attend to our repair. They advised that since the Vodacom Shop Kenilworth provided us with that information we should thus take up a claim with them.<br /> <br /> She then went to the Vodacom Shop Kenilworth to inform them and to request that they assist her as it was due to their error that we were provided with the wrong information and thus lost out on the one free screen repair. <br /> <br /> The manager of the Vodacom Shop Kenilworth, Mr Constantine Fransman, said that if SamsungCare refused to take it in there's nothing they can do about it.<br /> <br /> What he is failing to understand is that I went to SamsungCare due to the information and directions provided to me by his employee, DJ/TJ. If it was not for the information he provided me with I would have left the phone with him. Furthermore, if he had to inform me that I only had the 29th to hand my phone in, I would have done so if not at his store but then at the one in Canal Walk. But that was not what I was told and now I am suffering the consequences due to their error, inaccuracy and false information. How was I to know this as the consumer. That is the sole reason why we go to them in the first place, in order to be provided with the correct procedures and details. <br /> <br /> After I sent Mr Fransman the attached email he called my work number and left a message consisting of the following details: his name, number and a message that I should drop my phone before 17:00 that day, being the 30th. I got my mother to drive up again in order to do so. I then gave him a call and he said that he will try to see what he can do and will be sending it off. He then informed me that it would take approximately 3 to 4 weeks to be repaired. He said if they do not repair the phone they will provide me with a quote as to how much it would cost to repair it. <br /> <br /> On 25 July I called to find out if they could advise me as to when my phone will be ready for collection. I was informed that my phone was not repaired, that it was currently at the Kenilworth store ready for collection and that Head office will be giving me a call.<br /> <br /> A lady from the TygerValley store called to inform me that my screen was not repaired as it was booked in too late and they thus returned it to the Kenilworth store. I enquired as to why I was not informed about this and she told me that they tried calling me on my CELL (which they had the entire time). Not to mention that my home number is reflected on the cell phone contract, Mr Fransman called me on my work number and I sent the attached email to Mr Fransman from my work email address which also has my work number and the name of the firm I am working at which he could have Googled to obtain the number from as well). She also quoted an amount of R2000, 00 odd for it to be fixed.<br /> <br /> After a client has written an email (such as the one I have attached) with the heading "complaint", it is your duty as a manager to follow up with that matter and keep the client informed and updated. If I had not called after 24 days since handing my phone over to them, my phone would still have been there today. After all this time I was under the false impression that the screen was being/was already repaired as no one advise me otherwise. <br /> <br /> This affected my job as I use Google maps to get around as I drive out to clients. I thus had to be based at our offices to my Director’s annoyance and affected my other colleagues who had to be on the road on my part as well.<br /> <br /> On 26 July I then went in to the Kenilworth store to collect my phone where Darren assisted me. While walking through Pick ‘n Pay to go to my car I get a phone call from Darren requesting that I return to the store to make a payment which firstly, was never ever brought to my attention from day one. As per paragraph 12 I was only told that I would be given a quote to fix the screen if it was not repaired. Secondly, I walked out the store with only my phone and no other paper work. Thirdly, when I asked how much the payment was he liaised with Mr Fransman over the phone as he addressed Mr Fransman by his first name, instead of the Manager calling me personally he requests one of his staff members to do so.<br /> <br /> I am thus extremely upset in the way this entire matter was handle as it went from horrible to extremely horrible. To date I was still not shown as to where in the contract it proves that I do not qualify for the repair as per my request in my attached email.<br /> <br /> I hold Vodacom Kenilworth completely and fully liable for this entire matter due to their inaccurate information. I urge them to accept responsibility and take it upon themselves to repair my screen at their cost. <br /> <br /> If not then this is a clear indication that they do not value customers and accept responsibility for their actions to which their customers suffer the consequences. The fact that this was not the first query SamsungCare received makes me question how many other customers have been given the same advice and to our detriment and expense.<br /> <br /> After being loyal customers to Vodacom for so many years, my mother never being in arrears and constantly upgrading my sister's as well as my phone almost every two years; to accept this would be a total injustice. <br /> <br /> Each time I'm reminded, made aware or questioned about my screen this will be the story I will disclose each time. They say it's the ending that matters and that it's the ending people remember. I thus hope that I will receive a positive response from Vodacom Kenilworth in due course. <br /> <br /> I await your response in anticipation.</p> <p>Wameeqah Adams</p> ********** & ********** <p> ********** 409</p>