COMPLAINT - Upgrade and Cooling-off period

<p> </p> <p>10 September 2016:</p> <p>My contract was up for renewal. I went into a Vodacom branch (Menlyn) and selected a device and renewed my contract. When I tested the device later that day, I wasn’t happy with the features and size of it. </p> <p> </p> <p>13 September 2016:</p> <p>11h00 - I phoned your Vodacom call centre and explained to her that I want to select another device, as I am not happy with this one. The call centre agent spoke to her manager and confirmed that I am allowed to take the device back and select another device, as it’s still within the first 7 day cooling off period. I just need to go back to the branch for the replacement.</p> <p> </p> <p>14 September 2016:</p> <p>I took time off from work and went back to the branch, who was very rude to me and refused to take the device back. They made me feel like a ********. I would never go back to that branch ever.</p> <p>I explained to them that the Vodacom call centre confirmed that I am allowed to replace the device with another one, based on the Consumer Protection Act. She still refused and I insisted on a letter, confirming that they are not willing to assist me in this regard. Letter can be made available on request.</p> <p> </p> <p>16 September 2016:</p> <p>(09h10) I again phoned Vodacom call centre, to lay a complaint. AGAIN the call centre agent confirmed that I am allowed to replace the device in the first 7 days. She said I should have phoned the call centre to assist me from the branch, as the branch is not allowed to refuse my request. She then referred me to the upgrades department ( ********** )</p> <p>(09h20) she transferred me to the upgrades department, who gave me a Complaint Ref: 1/ ********** 2782.</p> <p> </p> <p>23 September 2016:</p> <p>A week later, and nobody from Vodacom bothered to phone me.</p> <p>11:20 I phoned to follow up, only to hear that Vodacom is offline and they can’t assist me. Complaints department number ********** 000.</p> <p> </p> <p>After this, I tried numerous times to make contact with the complaints department and keep getting cut off.</p> <p>Nobody from Vodacom has bothered to make contact with me.</p> <p> </p> <p>I have been a loyal Vodacom client for more than a decade. I am very disappointed in the manner this complaint is being ignored.</p> <p> </p> <p>The device hasn’t been used. Its brand new. I literally switched it on for 2 hours and put it off again, knowing that I don’t want it.</p> <p> </p> <p>In fact, I want to take a more expensive device in its place, which would mean a bigger contract for Vodacom? Why aren’t you willing to assist me?</p> <p> </p> <p>All I want, is for Vodacom to reverse the new contract, take back the device and allow me to select another device.</p> <p> </p>