HORRIBLE CUSTOMER SUPPORT!!

I am beyond disappointed in Vodacom's customer service!!

I bought a Samsung A31 on contract October 2020 Beginning March 2021 the phone screen started malfunctioning while lying on the table. I thought something was pressing against the lock button so I moved the phone away from everything. Same thing kept on happening. After removing the phone cover, we discovered that the frame started bulging and had lifted the screen. It lifted the screen far away to then crack it and therefore it stopped working completely. I explained to the technician that I took it to a Samsung workshop where the following happened:

Took it to their workshop and after the technician had a quick look, they made a primary assessment that the phone took a knock which caused the screen to lift and crack. They wanted me to book it on to see what other damage was caused. I did explain to the lady what happened as read here above but she kept on saying that the phone had to have taken a knock.

After I informed the technician about this, I asked him if he could please help me because Samsung also informed me that screen repair is not covered even if it's a manufacturing error that caused the damage.

He seemed shocked at this and booked in the device as : screen cracked due to swollen battery.

Shortly after it was booked in I received the quote for repair of 2373.99. Repair for LCD screen as the engineer claimed the damage due to liquid damage

I had no choice to pay if I wanted my phone back and still had more than half the time left on this contract. I paid for the device to be repaired and drove all the way back to Canal Walk to go fetch it.

FOUR DAYS after repair the phone started bulging out on the opposite side.

I informed Vodacom via e-mail on Sunday 04 04 2021 with photos and video of this and explained that also paid the expense of purchasing a new screen protector which I refuse to put on due to the fact that the phone is bulging again.

They phoned me on Tuesday 06 04 2021 with an apology and said they will order the parts needed and replace everything with no extra cost. He will contact me as soon as the parts arrived so that I can wait while they repair the phone instead of driving back and forth.

I have had no contact about the parts arriving. I have tried to phone them since yesterday 09 04 2021 to enquire about this so that we can take the phone for repair before it bulges to the point where it cracks the screen again.

I can't get through to anyone. The phone call just dies after ringing for about 2min

I am vivid that I paid for a repair that was not my fault to start with. You could see that the frame had bulged out the previous time as well.

If this cracks the screen again, since I am waiting to get feedback and can't get hold of anyone, must I pay for another screen repair???!!!

I can't believe that a customer has to be held liable for a manufacturing defect and then still sit with the same defect after repair

This is ABSOLUTE **** service and left disgusted at both Samsung and Vodacom