Dismal customer service

<p>Good day,</p> <p>I am disappointed with the pathetic service, I received from Vodacom, Windermere, Durban. I had a Samsung J5 contract taken out on the 2 May 2017 and took the device to the store on the 12 May 2017 as the device was freezing. I did not receive any response from the agency and waited until I was called to pick up the "repaired" device on the 26 May 2017 . However the device's return button was faulty, which I noticed when the device was handed to me at the store. It was tested by the manager and booked for repairs once again. It is now the 26 July 2017 and I still have not received the device. After me chasing around for some form of assistance, I find out today that I will be receiving the same device although it has been booked in for repairs 4 times, to date. As per the Consumer Protection act, if a device has been sent for repairs for 3 times, I am now eligible for a brand new device. Do note, this is a new device I only had on my person for 10 days. The manager at Windermere Vodacom is the most unhelpful person I have ever had the misfortune of dealing with. I have emails as proof of the deplorable level of service that she offered me. I also have 4 job cards stating the dates the device had been sent for repairs. 2 dates of which I was unaware of. I eagerly await a response.</p> <p>The contract number in question is ********** 752.<br />My contact number is ********** 530.</p> <p>I have the emails on hand if you need them, which confirms the tragic customer service I have endured from the Windermere Vodacom branch manager Nirufa Satar, tarnishing the Vodacom name for me, and her blatant disregard for the customer. I also have emails which do not correspond to conversation with one Malcolm Gounden of the Vodacom Repair Umhlanga, whom on the 7 July 2017 stated that on the 10 July 2017 I will have a new device on its way to the branch, and in an email does not make mention of this. On numerous occasions of me contacting the branch and physically going into the branch (I was never contacted by the branch regarding the repair, I had to always make first contact), the agent dealt with named Iysha promised a brand new device will be in the store within the next 2 days or following week. I am so drained from all of their lies and empty promises truly. I have actually cancelled a contract that was up for renewal with Vodacom, because of the highly unprofessional service provided by these individuals at the store.</p> <p> </p> <p>I had thereafter turned to the Vodacom Facebook page and made a complaint. Below is their response, followed by my email:-</p> <p>From: ********** />Date: 12 Jul 2017 12:05<br />Subject: Re: Facebook-Avinal Shukla ***~3L8L<br />To: ********** />Cc:</p> <p>Hi Avinal<br /> <br />Thank you for taking my call.<br /> <br />I would like to once again take this opportunity to express my sincerest apologies for any inconvenience that you may have experienced.</p> <p>As discussed I have escalated your query to our Senior Consultants.<br /> <br />Your reference number is : 1- ********** ********** <br /> <br />They will contact you within 5-7 working days to provide you with feedback.</p> <p>Regards,<br />Jabulile Nazo<br />Vodacom Social Media Team</p> <p> </p> <p>On the 23 July 2017 I sent another email:-</p> <p>Good day,</p> <p>Please assist with mail below as it has passed the stipulated time.</p> <p> </p> <p>This was the response on the same day:-</p> <p>Dear Avinal Shukla.<br />Thank you for your email.</p> <p>Apologies for not responding to you timeously.</p> <p>I have sent the query to Vodacom Repairs Escalations.</p> <p>The reference number is EC-0CUV-4IQU28.</p> <p>Regards<br />Olivia Isaacs<br />Vodacom Social Media.</p> <p> </p> <p>To date I have received no response from any of the departments mentioned regarding the device repair and queries I have logged.</p> <p> </p> <p>Please can I receive some assistance from Hello Peter.</p>