Extremely unhappy and annoyed with the total lack of accountability and service

Make it make sure -

In March 2024 we handed in an iPhone 11 to Vodacom Trade Route Mall, the phone had a blurry camera which needed to be assessed and fixed by the insurance. Other than the camera issue, the phone was working 100%.

Fast forward 2 months later, May 2024 with absolutely no feedback we go to the store and we are told that we need to downgrade to android/ 2nd hand iPhone 11 or upgrade at a cost of R4000.

We take the phone back, not only is the camera not fixed but now the phone totally does not power on.

There are a few issues here 1. We have been up and down to the store on numerous occasions, at our expense to resolve this issue 2. A phone that was handed in working apart from a blurry camera is now dead when it was working and 3. There was no mention of this exorbitant excess of R4000 when taking up the insurance.

It is now the end of June 2024. We're going for 4 months to resolve an issue caused by Vodacom.

The store assistants at Trade Route are rude and lack customer service.

The Vodacom Repair center sends you from pillar to post for hours on calls with reference numbers and no follow up.

The Vodacom Escalation team have been in contact however they are now calling all parties involved to recount the happenings when it has already been sent in writing.

What we need?

Our phone back in the same working order or an explanation as to how it is now considered beyond economical to repair when it was working besides the blurry camera issue it was brought in for.

Reasons why excess was not advised of at point of sale and only at claims stage. This seems like an issue that the FSCA would love to hear about.