Dishonest and unprofessional Service

I have been struggling with Vodacom the a few months now with regards to the repair of my handset.

Firstly, I booked this device in for repairs on 08 March 2019 at Blue Route Mall Vodacom store in Cape Town, It was sent away and about 2 weeks later I got a message saying its sent back to the store after inspection at the repair Hub (me thinking it was repaired) I call to ask them about it, then only I was told they sent it back cause there wasn't a purchase order sent with it. Bare in mind, when it was booked in, I wasn't asked for this, so that means phone was away for 2 weeks with nothing done on it

Secondly, I sent the Purchase order to them immediately, had to call the call centre to mail it to me as I bought the phone online so I did not have a copy of contract or invoice (girl at call centre however really helped me so fast so that's some good review) Sent it to lady at Vodacom Blue Route mall on 9th April 2019 (month after i originally booked it in and only got feedback from her when i followed up on the 23rd of April. She then advised that the device was rebooked with my Proof of purchase. Called there once or twice to query and they said the Repair Hub couldn't find a problem on it, that they sent it to manufacturer Blackberry to check.

Thirdly, I kept getting sms's saying that my phone was being sent back and forth to different departments. Emailed frequently as I wanted to know whether I would be notified beforehand if its a free repair or if there will be a quote as its still under warranty (bought it in July 2018) On 20 May 2019, I got sms saying that the device was going to be sent back to store, or was at the store. Called the call centre, asked them what is happening. Girl told me that there was a software update done and it was free as phone is under warranty.

Then, very Helpful lady at Blue route store, Roxanne kept me updated from there as i was being really persistent. She said that the phone arrived at the store, but it does not want to switch on after being charged. After I was told the phone is working, i called the repair centre again, and the girl said that it was working when they tested so it must be my charger which cant be as the charger used in store wasn't my charger.

Phone was sent back AGAIN on 24th May.

Roxanne contacted me Wednesday that the phone is back at the store and it couldn't be fixed cause there is water damage on the motherboard! Who is lieing here? Why was the first time it was repaired said that it was working, now it cant be fixed at all? Why the up and down, why wasn't this figured out form the start. Ive been without that phone for 3 full months. I am billed for a phone i do not have with me or using.

ALSO, my debit order was stopped after i was incorrectly debited for a full remainder in feb 2019, just cause i asked for a settlement amount.

I am customer service manager at a telecommunications company so i know how hard it is in this industry and to try and keep everyone happy. I do however know that it is possible and that this is really not acceptable.

Phone was in repairs for 3 MONTHS with basically no feedback, and when i follow up I get lies and delays and now all they can tell me is sorry, phone beyond repair!!

Never again with Vodacom