Disgraceful Vodacom

I am absolutely shocked at the dismal service Vodacom has provided to me regarding my phone. I hope that this complaint will be dealt with in a better manner than the way I have been treated in the last 4 weeks. In addition you may also pull out all the call recordings between myself and your personnel as proof of the utter incompetence of your staff.

Summary -I dropped off my phone (Huawei P10 lite) at your store in Krugersdorp(key west mall) on 31/7/2018 as the LCD screen cracked. -my phone is insured with Vodacom -I was informed by the tech onsite that the phone would take between 7-14 working days to be fixed and it would be sent to a repairs centre in Fourways. -I asked the tech about the excess payable, he advised me that I should expect a call from the insurance department and I would be able to pay the excess when I pick up the phone -6/8/2018 I spoke to a lady from your insurance department and she provided me with a quote for the damages as well as the excess- I asked her once again when I should make the payment of the excess and she advised that I could do so when I go into pick up my phone - 17/8/2018 I received a sms stating that the phone was in transit and I would be informed of the collection upon arrival at the store. - 4 days pass and I call the help line on 21/8/2018 and I was advised that the phone was never released because payment was never made by myself and that I was sent a sms with these details. - I advised the operator Nonhlanhla that I was never told that I need to make such a payment and I would have done so if I have been told, also to date I have never received this sms - if I did not call, what would have happened to my phone? Is there no system in place to call a customer in this regard? - I called the repairs centre on ********** 0 and I was told that the repairs centre is separate to the store therefore I need to make payment to them, with a promise to send me the banking details -several calls later I received banking details with no branch code or account name; - I called back again- once again several calls later then I received the correct details. – I implore you to investigate how many calls were made before I received the correct details. - I made the payment and I called your repairs centre on 28/8/2018 spoke to a gentleman who confirmed that he received the payment and in his words: “ yes your phone will be ready for you to pick up tomorrow” - I gave it a day in order to accommodate for courier delays etc. -I went to the store on 30/8/2018 after being asked to take a seat for 25 mins I was told that my phone was never released and that it was only going to be released in the next hour because I came through to request for it. I was then told that although it would be released in the next hour I had to wait until today being Tuesday the 04/9/2018 to pick it up. - I called the repairs centre today again, I was told that my phone is at the store. - I go to the store to fetch my phone and to my utter disgust, I receive a phone that has the entire back panel removed and replaced. My original phone had a finger print identity panel at the back which has now been removed, this is a key feature of the phone that I have on my contract and this has been removed. What exactly am I paying for ? I opted not to stay in the store with the staff there who do not seem to know anything and I came back to my office to email the CEO because I am absolutely appalled by the service I have received. Now weeks later I have unsatisfactory service with an unsatisfactory phone.

I have remained a loyal customer of Vodacom for years because I never had any service issues but I will not do so once my contract ends.