Extremely poor service Vodacom

When the S8 was launched earlier this year, I took out a contract with Vodacom at the Springs Mall.

The sales person Rushenda was extremely unprofessional - swearing a colleague ofhers. This while i was seated before her. I was shocked to say the least. Does Vodacom not teach their employees etiquette on how to behave before paying customers? Do they have such low stsndards when employing people. There was a delay in me completing my contract as Rushenda was more interested in bad mouthing and swearing her fellow colleague.

I was extremely unhappy with the service i have received at the Springs Mall branch and thought to complain at the time. However, once I walked out with my phone, I did not as I had my new phone with which i was happy.

Months later I now see that her bad attitude was not the only thing wrong on that day. She has miss informed me regarding vital information of Samsung's terms and conditions.

With the S8 Samsung has done away with the ADH facility they offered with previous phones. They now introduced SMC at an additional monthly fee for screen repaies in the case of accidental damage.

When Rushenda asked if I would like to pay extra for SMC, i specifically asked her if it was the same as ADH, to which she responded that it was not. She further told me that Samsung was still going to announce the ADH features of the S8 in the coming weeks as it was just launched. The also mentioned that SMC was an insurance which would allow for the screen to be repaired at an additional monthly fee.

I therefore declined paying extra for SMC for two reasons: 1. I do not take any form of insurance as it is against my religious beliefs, and 2. I had thought... why should i pay for SMC when Samsung offers ADH which allows for 1 or 2 free screen changes for the duration of the contract.

In August, I realised that I had not yet heard abt ADH for the S8 and therefore conducted a google search. This is when i found out abt SMC. I filled out the relevant form online and waited for some one from Samsung to contact me. I was not contacted (Samsung has informed me that they did indeed call however I was unavailable). Samsung's terms and conditions state that SMC is not an insurance and shouls be registered for within 30days of purchase of the S8. Thinking that I was misinformed, I would be allowed to join SMC even though more than a month has ellapsed. I tried again a few weeks ago to join SMC as Samsung are known for their exhorbitant prices when replacing screens. I have had 2 previous models of Samsung phones. The S4 and the S6 edge - both of which screens cracked before the 2 year contract was up.

Needless to say.... i have been informed by Samsung that there is no way i can now register for SMC as their terms and conditions clearly state it should be done within the 1st the month of purchase. They further informed me that i should take the matter up with vodacom as all service providers were informed about SMC prior to the launch of the phone. (Previously with ADH one could have registered at anytime the 1st year.)

The only reason why I did not sign up for SMC was due to me being misinformed about what SMC is. I do not know if the Springs branch did not properly understand what SMC is... or if Rushenda was just not informed... or if she was just too preoccupied with her vulgar behaviour to properly inform me.

I have since tried calling the Springs Mall branch to lodge a complaint. They however do not answer their phone. I have tried calling the Vodacom customer care and was told they do not have a complaints department and that the only way to complain was to email ********** after weeks of emailing this email address, i have not heard anything from Vodacom.

As luck would have it, my phone has accidentally fallen in these weeks since I have tried to register for SMC, and the screen has shattered on the side. I went into the Samsung store at Sandton City and was quoted R6500.00 for the screen to be replaced.

Am I now supposed to cough up this money because of Vodacoms poor customer service?

Shame on you Vodacom! It would seem that quality of service is unimportant for them. They definitely cannot lay claim to being South Africa's leading cellular network if this is what paying customers have to deal with!