Extremely Pathetic Service

<p>I have been a loyal customer with Vodacom for more than a decade now and never in a million years would I have envisaged that their quality of service would reach such a dismissal level.</p> <p> </p> <p>On 03 November 2016 my Samsung Galaxy S5 fell and as a result was screen was cracked. My immediate response was to call Vodacom to check if I qualified for a screen replacement; the response was that only the S6 series and above is eligible for the one free screen replacement. To my disappointment, I proceeded a few days later to the Samsung store in Bryanston to request a quote to repair my phone which to my surprise the consultant says that my S5 phone does in fact qualify for the for the free screen replacement all that is required is a document stating proof of purchase.</p> <p>I have gone back and forth for more than one month trying to request proof of purchase in order to repair my phone within the warranty period.</p> <p>I phoned customer care again and they said to go to any Vodacom store and they will immediately assist, I go to the store at King Shaka airport only to be told that they do not have access to this information. I go to the store at Sandton city only to be told that Vodacom has moved across to a new system which does not give them access to this information unless the phone was purchased at that store.</p> <p>I called customer care again to ask them what needs to be done, the next consultant says that a an email with an id copy and a letter stating why the contract is needed needs to be sent to ********** This was done on 09 Dec. On 11 Dec when I call through to the customer centre they say the service request is closed as no documents were attached. </p> <p> </p> <p>The documents were resent over 7 times from my personal email address and work email address only for the service request to either keep on closing or not be logged. 20 days of phoning through everyday, being transferred from person to person and resending documents countless times, I get told that this was a Nashua account and no records are kept.</p> <p> </p> <p>This was a corporate account which was transferred into my personal capacity more than a year ago however there is absoluely no trace of any documents linking this mobile to me which can serve as a proof of purchase.</p> <p> </p> <p>Numerous consultants at their back office make promises that the information will be sent through by COB however days go by without any feedback or a response. If the customer does not phone time and time again and explain and re-explain the situation to a new consultant every day the customer never ges any feedback.</p> <p> </p> <p>I went back to ADH and Samsung to explain the situation, ADH verified that the phone is under warranty until 31 Dec 2016 however they will not assist until i receive a valid document which has the IMEI numebr of the phoen linked with my information, a month lapsed and not a single soul at Vodacom was able to assist.</p> <p> </p> <p>A week ago I went to the Vodacom store in Nicolway and the consultant gave a document which shows that the contract was with Nashua and transferred across to Vodacom upon the closure of Nashua mobile franchise. This screen capture does not surfice to ADH as it does not warrant as proof of purchase.</p> <p> </p> <p>VODACOM, I URGE YOU TO RECALL ALL THE CALLS MADE FROM MY MOBILE NUMEBERS AND HEAR THE NUMEROUS TELEPHONE CONVERSATIONS I HAVE HAD WITH YOUR CONSULTANTS.</p> <p> </p> <p>THERE IS ABSOLUTLEY NO CONSISTENCY AMONGST YOUR STAFF NOR IS THERE ANY SYNERGY BETWEEN DIFFERENT DEPARTMENTS. AS I CUSTOMER TO BE TRANSFERRED FROM PILLAR TO POST WITH NO SUPPORT IS A POOR REFLECTION ON YOU AS THE LEADING TELECOMMUNICATIONS COMPANY!!!!!! IT IS NO FAULT OF THE CONSUMER THAT YOU HAVE CHANGED SYSTEMS, SURELY THE SYSTEM SHOULD HAVE BEEN TESTED BEFORE BEING IMPLEMENTED!!!!!</p>