********** SERVICE – VODACOM MALL of AFRICA

I've already lodged a formal complaint with Vodacom Customer Care so I'll keep this brief. My experience was as follows:

After waiting 2 months for an upgrade on Red Vip + for a Samsung Note 20 Ultra and being assured that the device had not been discontinued and that stock was simply not available at that point, I was later told that the device had in fact been discontinued – no big deal.

During this period, I did not receive a single phone call from John at Vodacom Mall of Africa to keep me updated about availability of stock. I would have to call every week or every other week to find out the status of my upgrade – again, no big deal.

After much back and forth and with my upgrade finally in my hands, days later when trying to insert my sim card into the new device sim tray, the sim became wedged between the sim tray and the internals of the phone which meant I couldn’t remove the sim card, so back I went to Vodacom Mall of Africa to have the sim card removed from the new device.

Long story short, after the device was sent to Fourways Mall for repairs my claim was rejected and sent back to Vodacom Mall of Africa without repairs taking place, despite still being under warranty and only just days old.

I walked a few doors down to weFix in Mall of Africa who assured me of how simple the fix would be and literally within 5 seconds of having my new phone in hand, a salesperson (not technician) popped out the wedged sim card. The sim tray was intact and fully functioning (being a new device after-all) as tested by their technician now scratching his head as to what the fuss was all about and why Vodacom couldn’t action such a simple repair.

Needless to say (and thankfully so), weFix did not charge me a single cent for what was a 5 second repair.

A huge thank you to the team at weFix Mall of Africa who comprise of Bella, Elaine and Phumlani (technician)!!!

The service (if you can call it that) that I’ve received from Vodacom Mall of Africa over the last 3 months has been pathetic! Their salesperson John, and “manager” Moeketsi, have been anything but helpful and have continually followed up any concerns with the response: “That’s not mine or John’s job” (LoL). John has no initiative or follow-up service and barely understands his own products/packages.

This may very well be my last contract with Vodacom after this ordeal, and at the very least my last time dealing with Vodacom Mall of Africa! I will advise anyone who asks not to have any dealings with your branch and hope for your sakes that you will better train your sales staff, review your policies with regard to repairs/returns/exchanges and to upskill your technicians!