Horrific Experience with Vodacom and Owner

Absolutely disgruntled and appalled at the pathetic service rendered by Vodacom Ladysmith -Oval branch. I handed in my phone for repairs on the 28.02.2022. The technician notified me that I needed further documentation, to which I handed in on the 01.03.2022. Still, the technicians were unaware of how the Samsung Smart Care Cover works when i advised that that was the policy through which were to be used to repair the device. Few days later, when questioned on the status of the phone, the employee then notified me that my phone was already sent through to Kimberly for fixing. Only to be sent a sms by vodacom on the 04.03.2022 saying my phone was about to be booked in and for me to discover my phone was STILL at the Ladysmith store. I questioned myself as to why I was **** to? Furious, I called the ladysmith store and I got neither an apology nor a reasoning for thier poor service and lies or lack of communication. Later that afternoon, I asked that my phone be given back to me, of which they handed over. I took my phone in to an alternate Vodacom store to be booked in for repairs. Fast track to the 28.03.2022, 24 days later and my phone is not yet released from the system By Vodacom Ladysmith. I called the store and gentlemen assisted me and said he would get his manager to release the phone for me, NOTHING WAS DONE! Today, I called a lady at the switchboard centre who assisted me by getting in touch with the store and it was only late afternoon that the manger of the store worked on getting the phone released on the system.

I thereafter called the Store Owner to complain about the lack of service, and was given a shocking surprise at the manner in which the matter was dealt with. The store manager is Fathima, I advised her of what was going on and she stated that she is only hearing about this today! I had questioned her on why wasn't procedure followed by the technicians on the day my phone was handed back to me, however, she continously through blame at the employee that was fired and failed to acknowledge and take accountability for the employee that still worked there and didn't follow procedure. When I asked if her staff lacked training because this incident is quite blatent that they do, she became defensive and starting playing the blame game and said I was at fault and how could I not have gotten a receipt. She further raised her voice and argued that her staff were trained knowing very well they didn't follow protocol. I do not work at Vodacom, how was I to know what procedures should be followed? Saying that she was only informed today, 29.03.2022 about my issue, makes me question what kind of a store owner is she that she does not have any clue as to what is going on in her store. Has she really trained her technicians so that they are capable of performing thier tasks which they were employed to do? Does her Store manager have any idea on how to manage a store or does everyone including her not have a single clue as to what is going on? Fathima was rude and impolite to me. She not once apologized for her lack of management skills and lack of untrained technicians, she instead argued with me, raised her voice, started questioning the alternate store that I handed in my phone to and even questioned me. At the end, she uttered the words "Argh man" and cut the call on me. She lacks basic customer service skills, work ethic, and competency to run a store! I am left horrified at the experience and trust that no one has to go through such a nightmare.