Extremely Bad Service

Good day,

I have upgraded two of my many Vodacom contracts on the 07/01/2023 at Vodacom Chatz Mayville mall. The one phone and watch seems to work fine, but the second Samsung S21FE and Samsung watch both the batteries does not even last half a day, and the phone is getting extremely hot.

I took it back on the 11/01/2023 (3 days after upgrade) due to the overheating. The gentleman that assisted me advised me that I need to go to Vodacom Hatfield Square and they cannot assist me. I went on the 12/01/2023 (one day later) to the shop in Hatfield. On arrival they advised me they need to send it in for repairs???

I was surprised due to the phone not even being a week old. I received a message that there is nothing wrong with the phone and they are not going to replace it. I went back to the Chatz store in Mayville mall and they resent the phone in for repair the second time. Every time I query about the phone or check the process it's shows it has been escalated??? What does this mean??

Still I need to pay for something that I don't have. I also phoned the Vodacom customer service and they advised me they cannot assist me because I did not upgrade online and need to speak to the shop where the upgrade was done. Obviously customer service is not a priority to them, and I will not accept a repaired phone that I only had for not even 3 days. I have numerous contracts at Vodacom and NEVER skipped any payments. I have been without a phone and a watch that I paid for at the end of January for the last 3 WEEKS!!!

I either want a NEW PHONE AND NEW WATCH, or I want the entire upgrade that took place to be reversed and Vodacom or Samsung can keep their non-working products. I have a business to run, and this whole process is not just wasting my time, effort and money, but also affects my business by not having a working phone. I expect this to be resolved sooner than later! The number of the contract mentioned is ***.

Regards AQ du Plessis