Complaints re service at Vodacom shop at Constantia Village.

Good day.

I bought and insured my Huawei P Smart phone with Vodacom at Blue Route a while ago.

I accidently dropped it and caused to crack my phone's screen. After being told that it will take a couple of weeks to fix it and I rely on my phone for my business, I made do with the phone as it was - cracked screen and all. The man said that I could have it fixed whenever. Maybe over a holiday, seeing that I needed it for business.

Just before Lockdown, I thought that I'd better have it sorted out, as I was worried that the screen might get worse, as certain functions like the security pattern to unlock the phone sonetimes did not want to work. I went to the Constantia Village branch. They said that they could not help me re the screen, but gave me a number of a guy in Westlake who might be able to sort it out. He unfortunately did not have that specific screen in stock, but would order it for me.

Seeing that he could not assist me, I did not want to take a chance and decided to rather purchase a new phone - P 30 Lite - just to play it safe. I decided to use the new one as my main one and one with cracked screen as a backup.

I told the guy that the cracked screen problem was rapported to insurance ages ago and to transfer everything and to rather *change the number and insurance* to the new phone, as all my data was moved across and it was going to be the only phone which I was going to use. He seemed to agree while he was typing away on the screen. According to me, everything, including insurance was changed to the new phone.

On Friday the 13th of November, my new Huawei phone got ******. I went to the Constantia Village store, relieved that it was insured, only to be told that it was never insured and was in shock. According to the consultant, only the old phone was insured and not my new phone!? It made no sense! According to me, everything was moved and changed to the new phone. I was so disappointed and upset and nobody could explain how and why it happened..

I then went home to try to find my old phone which I no longer used and still had the cracked screen.

Seeing that I had NO other choice and refused to buy yet another phone, as I don't have a contract, I asked for a Sim swap in the meanwhile.

Just to find out afterwards, that my data and messages were not restored, so I have lost ALL my info and messages since March!!!!

I was told that I obviously do not back up my phone, which was utter nonsense as my phone backed up daily at 2h00 via Google.

That was just the last straw.. I felt ******. My business depends on my phone, appts, treatment information, etc! The staff was not doing their job properly.

I own a health and skincare clinic for over 30 years and being in the service industry myself, had to communicate to someone in authority, as my disappointment started to turn into frustration. The staff seemed to be totally ***********.

The details of the phone I bought there, was printed out and my number was taken. The consultant said that they will follow up why the new phone was not insured and let me n know what's what.

It's a month later and NOBODY ever followed up on my complaints. Whenever I called, the voicemail inbox stays full, so I went there again - for the third time. This time they gave me the direct name and number of Raeez and said that he will definitely answer.

At first I called, then left WhatsApp messages. I still have not received ANY RESPONSE from Raeez either.

Sorry re my LONG message, but I am so upset with Vodacom. It's So disappointing and frustrating and times are tough enough as is!!

I am an extremely loyal person, but think that I'II need to make some changes. Vodacom has made enough money out of me and obviously don't care about their clients/ service. Should I be wrong, please contact me at ***.

Regards

Annelie Lategan