Formal Complaint of a Prolonged and Poor Service from the Vodacom Store Vincent Park

I am extremely disappointed with the service I have received from a Vodacom Store Vincent Park East London regarding a phone repair logged on 18 November.

The phone is a contract upgrade, and from the first visit all paperwork was checked and confirmed, proof of purchase, payments, and account status. A few days later I was told the proof of purchase was incorrect. After struggling with the call centre, I went back to the store where Vodacom sent proof of purchase and I confirmed with the consultant who then took my phone to the technician to confirm and then I sent it to them.

On 24 November I was contacted again and told the technician rejected it. I then sought help via Vodacom’s Facebook page. The Facebook team contacted the store and were told that everything was in order. I waited, assuming the phone was finally being repaired.

After receiving no updates, I returned to the store on 15 December and was shocked to learn that the phone had not been repaired at all. I was again told the proof of purchase was incorrect. Only after another consultant intervened were further calls made and documentation obtained that finally satisfied the technician.

When I collected the phone and got home, I discovered that all apps were missing including default system apps like the Google Play Store. This suggests the phone was incorrectly restored or flashed.

This experience involved weeks of delays, misinformation, lack of communication, and incompetence. I have wasted time, money, and energy and still do not have a properly functioning phone. I guess I must again drive back to the store.

This is by far the worst service I have experienced, and I expect Vodacom to take accountability and resolve this urgently