Don't want to change NEW damaged WiFi Rooter

On Friday the 15th October 2017 Neo from Vodacom River Square Shopping Centre called me and informed me that my Samsung Note 8 arrived.

She gave me excellent service she did my upgrade and I also want a new contract for a Wi Fi Rooter she told me about the 30GB anytime special for R329.

I was so excited about both. On Sunday the 18th I received a sms from Vodacom that my Internet VPN APN has been activated. Then I knew my rooter has been activated and I opened it and insert my sim card. The rooter didn’t want to take my sim card in didn’t want to stay inside. I phone Vodacom customer support and a lovely lady helped me and she said they don’t work with the rooters but she will assist me. But still it didn’t want to pick up the sim because there was something wrong with the slot. She advised me to go back to the Vodacom shop that the can assist me there.

When I arrived they knew me and asked if they can help. I showed the man and he also couldn’t get the sim in the slot. He went to the back and after a while he come back and said its faulty I need to take it to Vaalmall in Vanderbijlpark for repairs or they will give me a new one. But they are closed on Sundays so I took it yesterday and they checked and saw that it’s been damaged they don’t repair rooters I need to go back to Vodacom River Square. I must ask for the Manager that he can give me a new one. When arriving at River Square the manager wasn’t in and Neo helped me she said they don’t exchange it she is going to send it in for quotation if I damaged it I need to pay for a new one because they don’t repair rooters.

It is unacceptable I didn’t damage the slot. It could be the sales man when he took it to the back and he took a while to come back to the front. There is cameras in the shop were you will see it really took a while for him to come back with my rooter.

This is a new contract and a new rooter I took it out of the package on Sunday it was a few hours old and now I must wait and I must pay. It doesn’t work that way I want a new one and I’m not going to pay for it.

I’ve got 5 contracts with Vodacom, Note 8, 2 Tablets and a WI-Fi Rooter and now the new WI-FI Rooter all on my name and I always received the best service but now I feel Vodacom is letting me down I will rather cancel this new contract. You pay for something and it doesn’t work and then they want to send it away and now I need to wait for 7 working days and I need to pay because I damaged it.

I’m not impressed how Vodacom treats me in this case. It’s a new device and why will I damaged it. I know how to insured a sim card.

Lucy Viljoen Team Leader Customer Service River Square Service Centre Retail and Business Banking SA Tel +27 16 ********** Mobile + ***6 www.standardbank.co.za