DISGRACEFUL INCOMPETENCE

I broke the LCD screen of my phone about a month ago; I am insured through Vodacom. The phone could not be repaired in Cape Town and had to go to Joburg. I was given an old replacement phone without a charging cable and had to wait in the shop for over 2 hours. THE BEST PART OF THE STORY STARTS NOW. The phone reaches Joberg, a day later, I get an SMS asking me to authorize the repair, but it was not a repair but a replacement phone. The repair centre tells me they will communicate with the insurance, and I need to wait for them to write off the phone. I wait more than 48 hours, and nothing happens. Then I called the insurance who told me to call the repair centre because they did not communicate. The repair centre could not pick up my insurance, so they abandoned the case instead of calling me. After 4 months, I happily discovered that I was paying insurance (thank God for the bill), but someone did not do the back-office work of updating the systems. It was almost like if it was my fault. The insurance tells me that I need to go back to Canal Walk. At Canal Walk, the confusion got even bigger! I was given another replacement phone, this time with a charger that was barely working. Finally, after speaking to God, I know how many managers are trying to help but cannot find a solution. In the end, I speak to Aneesa, who helped a lot, but nobody thought to contact her before. We are now on Friday, so I get told the new phone would reach me by Monday. On Monday, I get called and told that I had 2 options: 1-pay for a new phone, something like R4500, or wait for the replacement phone to arrive from Joberg and pay the access of R 1200. Bottom line, I got my phone on Wednesday... it took 2 weeks to write off a phone because staff and management could not manage simple procedures.

In brief: - a simple problem took 2 weeks to be resolved. Instead of 2 days - I had to drive 3 times to canal walk and pay for petrol and parking from where I live in sea point - I wasted a total of 8 hours inside the Vodacom repair at Canal walk

- I was given terrible replacement phones and one without a charger (that I had to go and buy myself) and one with the charger that was barely working - I have been paying for insurance since April, but I was never registered in the system, and if I did not start to get angry, the staff and management was almost trying to make it look like if it was my mistake - I have asked for compensation for phone calls, parking, data, petrol and all the time I wasted—n (THE PHONE IS NEEDED FOR MY WORK AS I AM A VIRTUAL TOUR GUIDE). So the manager Aneesa after I request compensation (which I think is minimum), tells me that she will pass the message to whomever in Vodacom. NOW: listen to the last joke. After 1 month, I still did not receive compensation, So I called and emailed the centre in Canal Walk, and finally, yesterday, I got called by Aneesa, who told me that I would be given 5 or 10 GB as per my request for data. IS THIS A JOKE!!!!!!??????????? I am so so so sorry that I am stuck with Vodacom for 24 months. In the end i still have no compensation all and i am still working for them. THIS IS DISGRACEFUL ... SHAME ON YOU FOR MAKING ME PAY SO MUCH MONEY EVERY MONTH AND NOT PROVIDING SERVICE AT ALL