DISSATISFACTORY SERVICE

1. On the 5th of June, I took in my Iphone 12 in for repairs as the receiver had stopped working. They booked it in under job number ***7 and I was told I would receive the phone in 7 – 10 working days. 2. On the 6th of June, they called me to quote me access of R1000 to get the receiver fixed and I accepted that quote. 3. On the 15th of June I called them to check on the progress of the phone and I was that they were waiting for a part that was only coming in the next Tuesday (20th) and my phone will be ready on the day or the following day 4. I called in again on the Tuesday and was told to come into store as there is an issue with my phone. I went back to the store on the 22nd of June and I was told that my insurance has approved for a new phone as they found something else that was wrong with the motherboard. I then told them to give me my phone back and was told that is not possible as the insurance has approved the claim already so I had to take a new phone. 5. Fine, I asked for an iphone with the same space as the old one but the only 1 available was an iphone 14 which needed about R5000 access which I did not have on hand. They told me they do not have any other iphones unless if I downgraded to an 11 that has less space too. I opted for the Samsung A54 as it was the only phone they said was available with the space I require and I payed about R1400 access for it. The lady assisted me with the transition and I left the store. I agreed only because my upgrade is in November 6. I got home on the day and started the transfer which took about 2 days to finish. The weekend passed and I realized during the week that the phone does not allow me to update or download apps. I called them and was told to bring the phone back in 7. On the 29th of June, I was able to travel back to the repair store and was told I need to book it in as the phone had software issues because it is new on the market. This would take about 4 hours and I can come pick it up. I stayed around and got the phone back about 6-7 hours later. But this time atleast they fixed the issue. 8. That only lasted about a week and had to put the phone away till a time I could take it back 9. On the 10th of July, I managed to travel to sandton city again to show them the problem. They said they would have to take the phone back to the manufacturer and can not log it as an out of box failure as I brought in my phone back after 8 days instead of 7 (22-29) and they count from the day the phone was purchased 10. I agreed and the phone was taken in again. The lady assisting me told me I had 2 dents on the sides of the phone already and I told her the phone never fell and it was probably from the pouch. But they were 2 tiny dents so I accepted responsibility and agreed since the problem for me wasn’t the dent but the software. The phone was taken in and I was also told there are no loan phones available (job number ***8) 11. On the 12th of July, I missed a call from voda and they sent me a message with a number to call back when im available 12. I called them back today the 13th of July and was told I was quoted just over R8000 for the software update and the physical damage on the phone. I disputed with the guy that the dents were too small and there were only 2. He said no there are more dents and I need to pay for the software. He sent me pictures of the damage and most of those dents were not there when I took the phone in. I remember this because I said to the lady who was assisting me that “but there are only 2 little dents here” while pointing them out and she said it doesn’t matter, they still have to report them. Even she said it herself that she has never met someone with this much badluck

So, can someone please let me know how I get to pay R8000 for a manufacturing error on a brand new phone and damages that I do not know of, over a phone that I did not want in the 1st place. All I wanted was to get my iphone fixed but instead I have been travelling back and forth to fix this phone. Can you please keep the phone and the money if possible and give me my old phone back as I need a working phone to work. I pay Vodacom on time and have never missed a payment but this is the treatment I have been receiving from you guys and its really not fair. Can we please escalate this so I can get my phone back. My faith in Vodacom is completely none existent at this point and will definitely not be upgrading with you guys. If I had R8000 I would have simply opted for the iphone 14 that was available and not ended up with this problem of a Samsung phone. When i call in the customer care im told to claim again. HOW???