COMPLAINT AGAINST VODACOM

MY NAME IS KOSHEEK JAIRAJ. D.O.B. 1971/06/03 RESIDING AT 964 EWELME STREET HENLEY ON KLIP.

ON 2018/07/17 @ 17:14:22 I PURCHASED A 50gb DATA PRICE PLAN (TOP UP) FROM THE VODACOM 4 U STORES AT THE MALL OF THE SOUTH. ICA NO: ICA ********** ACCOUNT NO: I ********** -8. THE COSULTANT THAT ASSISTED ME WAS KRISTEN. MY PURCHASE WAS SOLELY BASED ON WHAT THE CONSULTANT HAD ADVICED ME ON. I DID INFORM HER I HAD A TELKOM UNCAPPED DATA PACKAGE PLAN (ADSL) BUT DUE TO THE THEFT OF CABLE,TELKOM WILL NOT REPLACE CABLE.SHE INFORMED ME THERE IS NO UNCAPPED PACKAGES BUT THE 50GIGS DATA PLAN WILL BE MORE THAN SUFFICIENT. THAT PARTICULAR EVENING I GOT HOME AND TRIED TO INSTALL THE ROUTER BUT BECAUSE IM NOT TECHNICALLY MINDED I WAS NOT INFORMED THAT THE SIM NEEDED TO BE ACTIVATED. THIS INITIALLY WAS NOT TOLD TO ME AND IF YOU LOOK AT THE TIME OF PURCHASE, I GUESS THE STAFF NEEDED TO GET HOME. ON WEDNESDAY I CALLED, NETWORK WAS DOWN. THE AFTERNOON ON WEDNESDAY THE CONSULTANT, KRISTEN CALLED ME AND APPOLOGISED FOR THE INCONVINIENCE BUT SHE ASSURED ME THAT SHE SORTED MY ACTIVATION AND ALL IS IN ORDER. WHEN I GOT HOME I TRIED TO ACTIVATE THE ROUTER, THERE WAS STILL A RED LIGHT SHOWING ON THE “MODE” OF THE ROUTER.

ON THURSDAY BEING TOTALLY FRUSTRATED I TOOK EVERYTHING BACK TO THE STORE. THIS WAS THE FIRST TIME THAT THE CONSULTANT REALIZED THAT THE SIM CARD HAD TO BE ACTIVATED AT THE STORE.THIS WAS THE 19TH OF JULY 2018. AFTER SHE HAD DONE THE SIM ACTIVATION AND INSERTED IT INTO THE ROUTER IT WAS THE FIRST TIME THE BLUE LIGHT SHOWED ON “MODE”.I GOT HOME AND THE ROUTER WAS WORKING. THE PROBLEM I BEGAN TO EXPERIENCE WAS THE MOVIE I WAS WATCHING WAS BUFFERING A LOT. AT TIMES THE SIGNAL SEEMS WELL AND THEN IT BUFFERS. THE AREA I LIVE IN HAS TERRIBLE NETWORK SIGNAL AND I WAS ASSURED THAT THE NETWORK STRENGTH FROM VODACOM IS STRONG IN MY AREAWHICH IS DEFINATELY NOT THE CASE. THE ROUTER CAN ONLY ACCOMMODATE 3g IN MY AREA AND THE SIGNAL IS BAD.

I WAS PRO-RATA WITH 20 GIGS OF DATA ON THE 17TH. THE SIM WAS ACTIVATED ON THE 19TH. I DO NOT USE ANY OTHER DEVICE BESIDES MY TV AND CELLPHONE. I DID NOT WATCH A DECENT MOVIE BECAUSE IT KEPT ON BUFFERING. ON THURSDAY 26TH JULY 2018 WHILST TRYING TO WATCH A MOVIE IT WENT PERMENENTLY INTO BUFFERING. I CONTACTED VODACOM CUSTOMER CARE ON 082 135 AND I WAS TOLD I AM OUT OF BUNDLE. I WAS NOT IMPRESSED ABOUT THE PRODUCT AND THE NETWORK AND I DECIDED THAT I WANTED TO CANCEL THIS CONTRACT.THE CALL CENTRE CONSULTANT INFORMED ME TO GO TO THE STORE AND SORT IT OUT.

ON FRIDAY 27TH JULY 2018, I WENT TO THE STORE AND SPOKE TO KRISTEN. SHE REFFERED THE MATTER TO HER MANAGER MR.JAN DAVID PIETERSE. I EXPLAINED MY PROBLEM TO HIM, ABOUT THE POOR SIGNAL IN MY AREA AND THAT EVEN THOUGH THE SYSTEM SHOWED NETWORK COVERAGE IN MY AREA, SIGNAL ALWAYS GOT WEAK AND IT WORKED ONLY ON 3g.

I EXPLAINED TO HIM THAT I DON’T HAVE A LOT OF DEVICES I ONLY USE THE TV AND MY CELLPHONE. HE REQUESTED MY CELLPHONE TO CHECK WI-FI USAGE. I ALLOWED HIM TO AND HE NOTICED 10 GIGS WAS USED FOR THE APP PHONE CLONE. HE BECAME ADAMENT THAT I USED THE DATA AND IM MAKING AN ISSUE. HE DID NOT WANT TO LISTEN TO REASON. I EXPLAINED TO HIM THAT THE CLONING WAS DONE AT MY SISTERS HOUSE VIA HER UNCAPPED WI-FI AND HAD NOTHING TO DO WITH MY DATA. HE KEPT SAYING THAT SINCE I USED 20 GIGS OF DATA SO THE SIGNAL STRENGTH HAS TO BE STRONG. I TRIED TO MAKE HIM UNDERSTAND THAT BECAUSE OF ALL THE BUFFERING MY DATA GOT USED UP.

MY ISSUE AT HAND IS THAT I HAD UNCAPPED ADSL IN MY AREA.DUE TO THE CABLE THEFT TELKOM OPTED NOT TO REINSTALL CABLE AND I WAS ALSO TOLD THAT THERE IS NO FIBRE OR WIRELESS NETWORK IN MY AREA. I HAD EXPLAINED THIS TO THE CONSULTANT KRISTEN AND SHE ASSURED ME 50 GIGS IS MORE THEN ENOUGH FOR ME TO WATCH MOVIES AND GO ON THE NET IF THE NEED ARISES. SHE FURTHER ASSURED ME THAT IT WILL SERVE MY PURPOSE AND THAT THERE IS ENOUGH NETWORK COVERAGE IN MY AREA.

WHEN I SPOKE TO THE STORE MANAGER, JAN, HE TOLD ME THAT IF I WATCH 4 MOVIES ON NETFLIX I WOULD UTELIZE 20 GIGS. FIRSTLY I I NEVER GOT THE OPPORTUNITY TO SIT AND WATCH A MOVIE PROPERLY AND SECONDLY IF THIS IS THE CASE, THEN I WAS WRONGLY INFORMED OF THE PRODUCT AND SERVICES.

I DO NOT WISH TO HAVE THIS PRODUCT AS IT DOES NOT SERVE MY REQUIREMENTS AND IM NOT PAYING R699.00 FOR 24 MONTHS FOR AN OBJECT THAT CANNOT FUNCTION PROPERLY. I KINDLY REQUEST THAT THE PRODUCT BE TAKEN BACK AND MY CONTRACT CANCELLED.

Please be advised that my complaint is due to being misinformed or misled by the consultant. i purchased a product on the basis of what the consultant had informed me.i was assured that the product will cater for my needs and unfortunately this has not transpired.

i approached the store manager and he was extremely reluctant in firstly listeneing to the issues and secondly he became adamant and blamed my cellphone and television and stated i was negligent with regards to data usage.

i asked him how is it possible that one person living alone ,using the television and a cellphone and not live streaming or downloading and having a very secure password can utilise 20gigs of data under a week.

he asked for my cellphone to check wifi data and my argument was valid but he blatantly told me he is not going to accept the product back and he was persistent that i must wait for the new month for vodacom to reload..i told him i do not want the product and he ignored me.

this package that vodacom consultant offered me was under false information and i do not want it.

thanking you kindly

Mr K Jairaj

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