Given a broken phone out of the box

<p class="ecxmsonormal">For the last 6 weeks I have been dealing with one problem &nbsp;after the other.&nbsp;Here are the details:</p> <p class="ecxmsonormal">&nbsp;</p> <p class="ecxmsonormal">- Received a call from vodacom, saying my contract will be cancelled if I dont upgrade (isnt it my choice whether I want to upgrade or not)... (I recently moved to Cape Town, from Johannesburg ).</p> <p class="ecxmsonormal">- After this call I went to Vodacom Key West (we always go here) to do the upgrade. They&nbsp;didn't have stock of the phone, but you will be receiving stock the next day, in mean time I got all the necessary papers ready.</p> <p class="ecxmsonormal">- Wnt back the next day, to find they got stock of OTHER phones and not the one I am looking for (after tey told me they will definitely get it). After 2 hours in the store, they finally agreed to call around and see if other stores had stock, but they didn't.</p> <p class="ecxmsonormal">- It was recommended that I go to the Apple store in Clearwater as they had stock of the phone (causing me to now drive around after the phone). I was assured that the Apple store can do Vodacom upgrades, and i was assured all my paperwork is in order before I go there.</p> <p class="ecxmsonormal">- Upon arrival at the iStore, they couln't do the update to the new system (because they dont have training on it) and can't do the upgrade either because there are a document needed, but the papers that is needed does not exist, there is no way to get these because they do not exist (and this after the staff at vodacom key west confirmed i had all the documentation i need two days in a row).</p> <p class="ecxmsonormal">- Next day I went back to Vodacom Key west again, Consultant could not understand why the iStore would say such a thing as i do indeed have everything I need. Vodacom Key West consultant said they can continue to assist me with my upgrade (They also dont have know how to use the new system, but they will assist on the old system), BUT since they don't have stock for at least another week they couldn't&nbsp;help me further - the next week I would be back in Cape Town. I asked the consultant again to make very sure I have everything that is needed before I leave the store - which was confirmed that I do hvae everything I need.</p> <p class="ecxmsonormal">-&nbsp;Once in CT I went to the Vodacom store in Canal Walk, they&nbsp;also don't have stock of the iPhone 6S 64GB, but will order and will let me know when it arrives (3-5 days). They never called or contacted me.</p> <p class="ecxmsonormal">- After a week I called the store and the stock was already there for a while. That afternoon I went to the store again and finally the upgrade was done. (PS This store also did not know how to use the new system or do transfers.</p> <p class="ecxmsonormal">- Upon signing the contract, the consultant said if anything is wrong with the device, I can bring it back within 7 days and they will replace it with a brand new phone. At this stage I have spend around 10-11hours in a period of 2 weeks in a Vodacom (and Apple) store, driving around from one place to the other and literally flying to another store yet again.</p> <p class="ecxmsonormal">&nbsp;</p> <p class="ecxmsonormal">As I start using the phone, it does not work properly: certain apps can't pick up sound, the maps / voice / sound on the phone does not sound right, 1) it sounded like a cable to the speaker were not connected correctly and has a "vibrating" in the sound - the speaker is faulty. 2) When someone calls me, after a few minutes it sounds as if that person is talking under water or are holding a blanket in front of their mouth.</p> <p class="ecxmsonormal">&nbsp;</p> <p class="ecxmsonormal">On day 6 after receiving the phone, I returned to Vodacom Canal walk. They refused to replace the phone and insisted a software update must be done replaceing the Apple software with Vodacom software. After another 3 hours in the store this&nbsp;was done and I was asuusred I had another 7 days to test the phone and if the problem still persists I can bring the phone back again, and they&nbsp;will replace it. Of course, being a hardware problem (and not a software problem), the issues persisted.</p> <p class="ecxmsonormal">- The software update was done on Monday 11 April 2016, I went back the Sunday 17 April 2016 to return the phone. - They still refused to give me new phone. Aparently it now had to be sent to and assessed in JHB first and it will take at the most 5 working days (not to mention that their T's&amp;C's states that it will only be 48 hours and thereafter I would be given a new phone, not 5 days).</p> <p class="ecxmsonormal">- The phone was booked in and sent to JHB where the issues were found and there is in fact a problem with the phone. On the fifth day not having heard anything yet, I called and was told the latter, however I will not be given a new phone as it was returned 8 days after the software instead of 7 days. Honestly! Including the day the software update was done AND the day I returned it, it was in fact 7 days and NOT 8 days (in essence the day I received it after the software should not even be counted because it was 9pm when I received the phone, so actually it was 6 days). Now I had to fight again so to get it re-assess because they counted wrong.</p> <p class="ecxmsonormal">- Finally, the first weekend in May, I received email confirming that I counted right and I should indeed get a new phone, but this will be a replacement phone and will not be sealed. Now a whole other set of problems started.</p> <p class="ecxmsonormal">- I spent another hour and half on the phone to call centers and customer care &nbsp;transferring me form one person to the other and I am still nowhere nearer to getting this resolved.</p> <p class="ecxmsonormal">- The new month started and I have am now&nbsp;paying for a phone that I don't even have in my possession.</p> <p>- After another week, Vodacom Canal Walk said I can pick up a&nbsp;replacement phone, but this replacement phone is unsealed. I have no guarantee that this might have been a second hand phone, a refurbished or repaired phone (even if they&nbsp;say its not - where is the proof),&nbsp;(I am paying a &nbsp;lot of money for this phone and I dont think it is fair that I should be receiving an unsealed phone).&nbsp;If you go to any other store and buy something that is new, will it be&nbsp;acceptable it if the seal was broken? No.</p> <p>&nbsp;</p> <p class="ecxmsonormal">Vodacom in&nbsp;Canal walk said they are protected from my request for a new sealed phone by their&nbsp;"Protection act" which says:</p> <p class="ecxmsonormal" style="margin-bottom: 12.0pt;">"Please note that should you need to exchange your faulty iPhone device you must retain the original box and accessories as only&nbsp;the device will be replaced."</p> <p>I can see where they&nbsp;are coming from, but here is the&nbsp;problem - when i returned the phone to be booked in for assessment, it was demanded&nbsp;that I return the complete original packaging with all the accessories inside before they&nbsp;will book the device in for assessment. Vodacom, went against their&nbsp;own contract, making the above statement null and void.</p> <p>- Basically I bought a NEW unsealed hand set that was broken and they want to give me a replaceent&nbsp;hand set in bits and pieces.</p> <p>- I also contacted Vodacom&nbsp;higer management and still nothing has been done.</p> <p class="ecxmsonormal">&nbsp;</p> <p class="ecxmsonormal">This is causing me an extreme amount of pain, suffering and frustration, to a point where even my body is physically starting to react.</p> <p class="ecxmsonormal">&nbsp;</p> <p>THIS IS THE ISSUE I WANT RESOLVED: I want a new handset, in its original packaging sealed, giving me the assurance that it is in fact a new phone.</p>