Dishonesty, Misconduct and Damage to my phone.

Hellopeter I am glad that I was referred to this platform where I could directly express my extreme disappointment and trauma that I am experiencing at the Vodacom Branch - Vincent Park East London, Eastern Cape.

The problem began when I noticed my Huawei sport watch was not linked to my Huawei P20 lite phone. I called for assistance on the Huawei customer service line but the phone was not able to be linked. The caller then advised me to go to the Vodacom Branch in Vincent Park for direct assistance.

On 16 November 2023, I went to the Vodacom Branch and was assisted by Everest, a Vodacom employee and Liviwe (nickname:Pepsi), a Huawei Agent. Liviwe's attempt to linking the watch failed therefore he recommended the phone upgrade to other Huawei phone since my spir is a Huawei.

Since the phone upgrade was the only resort - take into account this wasn't something I budgeted for but and since I have a Discovery Vitality membership which requires me to monitor my steps - I had no choice but to get the recommended phone which ended being the Huawei Nova 11i. This phone was compatible with my sport watch.

However, the following problems (not limited to these only) that emerged with the phone were: 1. Apps "weren't supported" due to P20 lite being Android friendly whereas Nova 11i was not. Note that I was not cautioned about the Android no longer existing on Huawei phones. I experienced difficulties to access apps such as YouTube and Google which stopped working, Incoming calls were disrupting existing calls - unable to decline calls.

2. I have a Sim Card contract that loads airtime monthly. I noticed that I am no longer receiving this benefit. Upon my enquiry, I discovered that my Sim card is missing and the airtime remains unused for months.

3. In addition, when I opened my SIM card tray at the Vodacom Store using the pin provided, I found that my Sim tray was broken. Please note that the only time I would open up the phone or have it taken apart, would always be in the hands of the employees at the Vodacom Store - Vincent Branch.

I escalated the matter to the manager Lulu but no assistant offered to help. She took the phone to a technician and I never got a report as to what they found and fixed. I was given a quation of R500+ to replace the Sim tray. I refused as this SIM tray was broken in their care not mine. I am sitting with a phone that I am paying for it monthly but not benefiting from it. I feel exploited and violated by this team. I tried to complain in their complaints desk on Facebook no help instead I felt more frustrated and disrespected. . At the same time I also had other things happening in my life in case you are wondering why I took this long. I presently heard about this platform and that why I am only coming to you now. Please help me to resolve the matter it's almost two year with the same complaint no one cares. I have repeatedly gone back and forth requesting for assistance for multiple issues. Even when the Manager Lulu stepped in, she booked the phone for assessment and never provided feedback on the outcome of the assessment.

Whenever I met with the Huawei Agent Liviwe, I always informed him of my bad experiences with the phone. One day, He then confessed to me that the phone I got was not the one he recommended and it was his colleague, Everest who insisted on me to be given Huawei 11i - the phone I am now using, is a phone that was already faulty. 3 employees were present and witnessed this confession.

I reported this confession to Lulu and nothing was done to remedy the situation.

Since I bought this phone over a year plus ago and had the SIM card contract, I have not enjoyed this phone at all. Beyond the above problems I have mentioned, this phone has given me many problems that all I do is receive or make calls.

I have gone back and forth to the Store, spoken with the Employees and Customer service in hopes of a resolution and receive adequate assistance. However, I have been failed multiple times by the Voda management and team at Vincent Park.

In addition, I have suffered grave mistreatment at the hands of those employees at Vodacom Vincent Park who are supposed to be topic experts in the phones they sell without ****ming people just to make a sale especially knowing that a phone was already faulty. A matured woman like me who is not as "tech-savvy" as the kids would say should have received the high quality assistance and support as I would not have known all of the relevant questions to ask before purchase.

This ongoing experience, to which I have documented, is leaving me angry, retriggered and bitter whenever I use the phone and also beyond traumatized.

I directly appeal to Vodacom South Africa to help me put an end to this ongoing nightmare.

Thank you.