Disorganized service just for a replacement phone

<p>This is the exact email sent to Vodacom repair centre in canal walk. When I asked for emails of all respective people to ensure that the issue gets escalated, I did not receive a response. I have received terrible service. </p> <p> </p> <p>As per our telephonic discussion at 12h05 p.m, below are the details of our encounter and my experience at Vodacom since returning my phone since mid-July 2016.</p> <p>I bought a Huawei P9 Lite phone from Dion Wired on the 18 July 2016. The following Day, 19 July 2016, I returned the device to Vodacom Repair shop in Canal Walk as there was an issue with the device. When opening the gallery after taking a picture, the device would freeze. Knowing that the device was an OBF, I expected a brand new phone. This was not the case as a software update was conducted on the device and the problem was resolved. The following week, on the 31/07/2016 I returned the device and was assisted by a consultant, Geniene. I explained that the gallery deletes my pictures and that it was the second time returning the phone. Again, aware that the device was an OBF I explicitly explained to her that I want a brand new device and will refuse to take the phone back should it be returned to me. She proceeded with the job application and failed to write what I had requested of her. On the 10/08/2016 I received a SMS stating that my device is ready for collection. Livid by the exasperating process that this has been, I went back to the Vodacom Repair Shop and was assisted by Shanaaz between 16h43-16h51. I explained my experience thus far and she was apologetic and had indicated that I should have been given a new device upon my first return. Also, because my request of a new device was not escalated, she will deal with Geniene internally. She indicated that I would need to return the box and accessories and the device will go back to Johannesburg for further assessment. It was reassured to me, that I will get a new device as I returned the device within the first seven days of purchase and then the first seven days after repairs. Shanaaz had also expressed that I will be compensated for the inconvenience and terrible service received thus far. Again, I emphasized that I refuse to be given the OBF and will only accept a new device. We were both in agreement of this. Shanaaz had stated that to avoid further inconvenience, she will arrange that Brian will collect it and that she will confirm an arrival time. The latter was not received.On then 11/08/2016 at 15h38 Brian had collected the box and accessories from my workplace. Following the collection, I immediately e-mailed Shanaaz confirming that the box and accessories were collected. No response was received. On the 12/08/2016 I received a missed call at 09h18. I returned the call, only to discover that Monique from the Vodacom Repair shop tried calling as my device was ready for collection. Further exasperated by this, I requested that she ask Shanaaz to call me as collection of the OBF was not agreed upon. At 10h32 I called the shop again, as I had still not received any call. Monique explained that the shop is busy, she had sent my request to Shanaaz but a time for the call is unknown. I had indicated that I work and cannot wait for an unconfirmed time to address the issue. Monique stated that she will ask Shanaaz again and the conversation was ended. At 12h05 Shanaaz returned my call and had stated that the device was sent to Johannesburg for assessment and no issue was identified. Further frustrated by the entire process thus far, I had reiterated that I will not accept the device as it was not agreed upon on the 10/08/2016. She agreed and had stated that she will call Tracy who deals with escalation and call me back with a direction forward. At 12h12 the call was returned and she had indicated that she spoke to Tracy who was not aware of the issue. According to Shanaaz, Tracy will keep a hand on the escalation process. I then asked for confirmation of a direction forward in terms of the device. She reiterated that the phone will return to Johannesburg for another assessment and should they not find a fault, an alternative arrangement will be indicated. I then stated that I do not expect a brand new and different device, all I am simply asking is for a brand new P9 Lite device as that is what I had purchased. She understood my request and had stated that I should include this repeated request in the e-mail.</p> <p>The aforementioned expresses the exasperating and disorganized experience that I have received from the Vodacom Repair shop. I have exceeded my tolerance level and am emphasizing that I DO NOT WANT THE OBF BACK. Given the return procedures of a device, I should have received a brand new phone and I will not accept anything less.</p>