Inadequate, inconsiderate, inefficient and appalling service received

This is my email sent to customer service

Good afternoon

I hope that this email finds you well. I'm writing this email with so much anger as I've kept it in for long now.

I booked in an iPhone 6 at the Vodacom 4U shop in Brooklyn for repairs on the 11th of December 2018.I then had to call on the 20th of December 2018 if I'm not mistaken, to check the status on the phone.

I was then told they cannot start the repair as I haven't deactivated my "Find My iPhone", I asked the lady that was helping me that had I not called to check the status then no one was going to let me know, she couldn't answer me. She then apologised and and gave me a number to call ( ********** ) after deactivating the "Find my iPhone".

I received an SMS from vodacom on the 21st of December that read "we would like to inform you that your device is ready for collection at 4U Brooklyn", I was excited to receive this SMS but I found it odd because just the previous day I was told it couldn't be fixed before I deactivate an application (Find my iPhone) first. I called the number that sent me the SMS, and asked the lady if the phone was fixed and she said NO, I explained to the lady that receiving that SMS for me to collect a phone that is not fixed did not make sense, because I booked in the phone for repairs and you guys still bring it back to me still broken, what sense is in that?... Why was I still told to deactivate the application and call back to advise so the fixing process can start then 12 hours later I still get an SMS to collect a phone?.. To collect a broken phone?.. To collect a broken phone that was booked in for repairs?...

I eventually deactivated the application on the 24th of December 2018 with apple support, I immediately called vodacom to advise them that I had deactivated the application, I was guaranteed that the phone will be sent to Potchestroom and they will keep me updated.

I then received a call on the 31st of December 2018 and was advised by a gentleman by the name of Werner that my phone is still on it's way to Potchestroom.

THIS WAS FRUSTRATING FOR ME TO HEAR THOSE WORDS!!!

I told Werner how is it that the phone is not even there yet for repairs, and he said to me that it's the festive, I found this unacceptable, reason being Potchestroom is not on the other side of the world, it should be roughly 3 hours if not less, The 25th and 26th was a holiday i understand that but why wasn't the phone on it's way on the 27th, the 28th, the 29th, the 30th and the 31st??? 5 whole days, and the phone was STILL on it's way there??

I the received an SMS on the 4th of January 2019 stating that I can call vodacom repairs to accept or decline a quote for the phone, I called vodacom on the 8th of January and they advised me that I need to call CellSure as they are also still waiting for the claim from CellSure. When I tried calling CellSure the line got cut off, I tried several times but I still couldn't get through. I called the 4U Shop in Brooklyn to let them know my struggles but they were not very helpful, I spoke to Werner first and he just passed on the phone to the manager, without giving the story to the manager first, I then had to explain the story twice, when it could have been conveniently done for me by Werner, I found this very appalling and very disappointing.

I explained o the manager (Louie) that I couldn't get through to CellSure and if he could please do something about it, he assured me that he will call me back and give me fedback, I am still waiting for the call till NOW. I called the shop again on the 9th January 2019, and spoke to a lady but forgot what she said her name was, she also said she will give me a call back and I am still waiting for that call till NOW.

I must say that this whole encounter has been very draining and annoying for me, I don't expect to be treated any less than a client that comes into the store to buy a phone. I've noticed that after signing a contract with Vodacom, personnel do not have the same enthusiastic behaviour as they did before which is upsetting. I haven't had a phone for roughly 4 weeks and I understand that it wasn't your fault that it got damaged, but I'm paying insurance for a reason and if this is how customers are treated then I will gladly not stay with Vodacom because clearly keeping your clients happy is not the first priority.

My job number for the above mentioned phone is ********. I would gladly appreciate it if someone could get back to me with a useful verdict on how to proceed with this matter

My mobile 0*********

Regards Lerato

This was their reply:

Good Day Lerato

We acknowledge the receipt of your email.

Please contact our Vodasure ( Cellsure ) department on ********** (free call from a Vodacom sim card) or Email: ********** for assistance with this query.

Their operating times are as follows:

Monday to Friday 08:00 to 17:00 Saturday 08:00 to 13:00 Sunday 09:00 to 13:00 Public Holiday: Closed

Regards, Mthuthuzeli George

I called the shop yesterday and I was told I will be called back, I never received that call. I called again this around I think around 14:00, and I was told I should give them a few minutes they will return my call as they were just receiving stock, It is literally an hour and half till they close the shop, and I still haven't received a call back