Disappointed Vodacom Customer

Complaint regarding failure to receive assistance from Vodacom Store in Evaton Mall.

Last week I went to the store because my Sony Xperia L1 does not come on, when I got there I managed to speak to the technician and the sales consultant. It was on 12 December 2019 at around 17:30, the two gentlemen did not even have name tags on therefore I do not know their names. I asked for assistance with my phone and the technician on duty looked at it and said that the phone can be fixed however I need to pay a certain amount. I then told him that I have the phone covered and that it has insurance, therefore that fee can be claimed from the insurance. He gave me back my phone saying that I need to take up that issue with the insurance company.

I further told him that it's actually not the first time I have a problem with my phone, and all the phones that I have been using ever since I was a Vodacom customer for the past five years I have never been told to take up an issue with my insurance, I was always assisted without me having to contact the insurer. This actually infuriated me because he was not willing to assist me, all that he was concerned about was the fee that "I needed to pay".

I believe that as a customer I deserve better service delivery from any store that I walk into. I did not have problems with other Vodacom Stores before, however, every time I go to the store in Evaton Mall I seem to not get the help I need. The sales consultant told me that they won't be able to assist me with my phone. He did not even bother to open the system and check how best can he assist me, maybe he would have realised that the insurance that I am referring to is actually from Vodacom.

I need to know where should I go for assistance, because I believe that Vodacom has placed stores near the customers for their convenience. If everytime I have an issue I need to go out of my way to receive assistance from other stores ****hest to where I reside, then it is an inconvenience to remain a Vodacom Customer.

Please resolve this issue as soon as possible because I am now without a phone but I will be paying my monthly premium without any hustle. I therefore need assistance that's hustle free as well. I sent this message to the complaints department with no response until this day. How disappointing.

Maybe I should just cancel my contract and get myself a better service provider.