MN
Martin N
1 reviews | Active since Oct 2025
01 Oct 2025, 10:13
Do not use vodasure
Do not use Vodasure, rather insure under your own household insurance. I have paid for handset insurance for a number of years and had have never claimed. For the first time this year I had to claim and the handset was market beyond economic repair. I have to now wait for a handset to be delivered and am struggling with a broken phone. I have to pay 15% of the cost of the handset but have no discretion as to which phone I pay the 15% towards. I understand insurance has to keep a policy to ensure no misuse but after 20 years of history and one claim it should be clear that this is not the case. After this experience, I will use our business insurance to ensure my handsets and I will rather have a month on month contract. this is a big change for me from having a Red package to reducing it to the lowest required package due to Vodasure service.
Helpful (0)
Replies (5)0
Replies (5)MN
Martin N's updateReviewer Update
01 Oct 2025, 10:14Apologies for the typo - there doesn't seem to be an edit function.
MN
Martin N's update01 Oct 2025, 10:14
Reviewer Update
Apologies for the typo - there doesn't seem to be an edit function.
Vodacom's replyOfficial
01 Oct 2025, 10:22Dear Customer,
Thank you for bringing your complaint to our attention.
Please be advised that a consultant will be in touch with you shortly to assist with your query.
⚠️ Important Notice: Beware of phishing ****s. Vodacom will never contact you via WhatsApp to request your personal information.
Kind regards,
Vodacom Consumer Website Team
Thank you for bringing your complaint to our attention.
Please be advised that a consultant will be in touch with you shortly to assist with your query.
⚠️ Important Notice: Beware of phishing ****s. Vodacom will never contact you via WhatsApp to request your personal information.
Kind regards,
Vodacom Consumer Website Team
Best regards,
Vodacom's reply01 Oct 2025, 10:22
Official
Dear Customer,
Thank you for bringing your complaint to our attention.
Please be advised that a consultant will be in touch with you shortly to assist with your query.
⚠️ Important Notice: Beware of phishing ****s. Vodacom will never contact you via WhatsApp to request your personal information.
Kind regards,
Vodacom Consumer Website Team
Thank you for bringing your complaint to our attention.
Please be advised that a consultant will be in touch with you shortly to assist with your query.
⚠️ Important Notice: Beware of phishing ****s. Vodacom will never contact you via WhatsApp to request your personal information.
Kind regards,
Vodacom Consumer Website Team
Best regards,
Vodacom's replyOfficial
03 Oct 2025, 17:17 Dear Customer, Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. Our records indicate that your query was escalated to the relevant department, and the following feedback was provided:
Thank you for forwarding the complaint regarding Mr. Martin Niebuhr. We have reached out to the client directly and clarified the situation. While Mr. Niebuhr expressed interest in upgrading to a Samsung S25 Ultra, this device exceeds the insured value of his original Samsung S23 Ultra, and therefore cannot be offered under the policy terms. As per the insurance policy, we are only able to offer a replacement device of equal or similar value. The client has been informed of the following options:
Thank you for forwarding the complaint regarding Mr. Martin Niebuhr. We have reached out to the client directly and clarified the situation. While Mr. Niebuhr expressed interest in upgrading to a Samsung S25 Ultra, this device exceeds the insured value of his original Samsung S23 Ultra, and therefore cannot be offered under the policy terms. As per the insurance policy, we are only able to offer a replacement device of equal or similar value. The client has been informed of the following options:
- Select an alternative device of equal value available in-store.
- Request the store to order the Samsung S24 Ultra as a replacement.
- We trust this clarifies the matter and confirms that the client has been informed accordingly.
Best regards,
Vodacom's reply03 Oct 2025, 17:17
Official
Dear Customer, Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. Our records indicate that your query was escalated to the relevant department, and the following feedback was provided:
Thank you for forwarding the complaint regarding Mr. Martin Niebuhr. We have reached out to the client directly and clarified the situation. While Mr. Niebuhr expressed interest in upgrading to a Samsung S25 Ultra, this device exceeds the insured value of his original Samsung S23 Ultra, and therefore cannot be offered under the policy terms. As per the insurance policy, we are only able to offer a replacement device of equal or similar value. The client has been informed of the following options:
Thank you for forwarding the complaint regarding Mr. Martin Niebuhr. We have reached out to the client directly and clarified the situation. While Mr. Niebuhr expressed interest in upgrading to a Samsung S25 Ultra, this device exceeds the insured value of his original Samsung S23 Ultra, and therefore cannot be offered under the policy terms. As per the insurance policy, we are only able to offer a replacement device of equal or similar value. The client has been informed of the following options:
- Select an alternative device of equal value available in-store.
- Request the store to order the Samsung S24 Ultra as a replacement.
- We trust this clarifies the matter and confirms that the client has been informed accordingly.
Best regards,
MN
Martin N's updateReviewer Update
05 Oct 2025, 19:18That is not the last correspondence I received - I was told I can only get the S24 on which I have to pay the 15%. But initially I was told by vodacom I can choose any device and pay a betterment. At this point I have been without a phone for a week because you have to order in an S24. The last message above suggests I could've chosen a phone and replaced this one with ANY handset of similar value. - I wont insure with you again. Now I have followed the last advice and committed to the S24 and hopefully it will arrive sometime in the week. Its a mute point and I, from the information above, acted on incorrect information again.
MN
Martin N's update05 Oct 2025, 19:18
Reviewer Update
That is not the last correspondence I received - I was told I can only get the S24 on which I have to pay the 15%. But initially I was told by vodacom I can choose any device and pay a betterment. At this point I have been without a phone for a week because you have to order in an S24. The last message above suggests I could've chosen a phone and replaced this one with ANY handset of similar value. - I wont insure with you again. Now I have followed the last advice and committed to the S24 and hopefully it will arrive sometime in the week. Its a mute point and I, from the information above, acted on incorrect information again.
MN
Martin N's updateReviewer Update
13 Oct 2025, 10:13It is 13 October and I still haven't received the replacement phone Vodasure approved.
MN
Martin N's update13 Oct 2025, 10:13
Reviewer Update
It is 13 October and I still haven't received the replacement phone Vodasure approved.