Eventually impressed with Vodacare, thanks to one man only

<p>On 17 April 2016 I handed in my phone (Sony Xperia Z3 Compact) for repairs to the proximity sensor. About 3 weeks later I got it back and the proximity sensor was replaced and in a perfect working condition. However, the magnetic charging cover was removed during repairs and never reinstated. Besides that my phone was in a full working condition, except that it probably did not have its IP68 waterproof rating anymore due to the removed cover.</p> <p> </p> <p>Obviously I wanted the cover reinstated, since it is part of the phone. I reported the matter to Vodashop Middelburg and was then referred to a lady by the name of Yolanda Gouws at Vodacare Witbank. I requested that they send the part to Vodashop Middelburg so that I can reinstate it myself (I'm an engineer) and that I don't have to wait another 3 weeks for my phone to return (and then redo the entire setup). After this I had to make weekly calls to Yolanda to check whether they have received the part and sent it the local branch. They finally (about 2 months later) sent me parts, but it was entirely incorrect, even though I sent them a detailed picture of the required part. I gave up on this route and managed to get the number of Charisa Bolton (do not know her position).</p> <p> </p> <p>I contacted her and she responded immediately. It is here that I spoke to Paul Naude for the first time. He understood my problem completely and already explained to me how to install the cover that he will be sending. From here on I liaised with Charisa again. On 5 August I received the new parts. Once again it was the very same incorrect parts that was sent the previous time, even though there was a detailed picture. I had to make weekly calls again and ask for response to my emails (weekly, not daily). I also gave up on this route. From here on (29 August) I only liaised with Paul Naude.</p> <p> </p> <p>I picked up the package sent by Paul Naude on 2 September (take note, it took him only 5 days and not 5 months). Finally it was the correct part! I confirmed the installation instructions with him and installed the part. Now my phone is in its original condition again.</p> <p> </p> <p>I'd like to thank Paul Naude for the excellent service that I received from him. I hope the rest of Vodacom can learn from his high view of and way of handling customer service.</p>