Incorrect Information and Unsatisfactory Service Received

I consulted you Kenilworth Vodacom store in Kenilworth Centre on Friday 10th May 2019 with regards to a repair book in, where I was met at the door by Robin Cloete. We went to his consultant station where he advised me that the repair could not be booked in as the system is currently offline. He further looked onto the system and saw when the handset was upgraded and advised that there is a 2 year warranty on the handset and that I can book it in and I can book it in without a POP. As I had explained to him that I don’t have the POP of the handset as it might be in Johannesburg and I reside in Cape Town. I don’t even know whether they will even find it.

I then returned to the store today, 13th May 2019 to book in the handset, again I was met at the door by a consultant Moegamat. We again went to his consultant station to book the handset in for repairs. He then advise me that I cannot book in the handset as I do not have the pop and that the handset was not used on the Vodacom Network.

I advised him that as per Robin, he advised me that I can book in the handset for repairs with any pop. Moegamat advise me that I will have to wait for Robin to assist, as I insisted that I will not leave until the handset is not booked in.

I briefly spoke to Robin, as he was busy with another customer and again he advised me that it can be booked in without a pop.

I managed to see Robin again, he then told me that management advised him that the handset needs to be booked in with a pop. He changed his statement, as he knew he was in the wrong and I insisted that I will not leave without booking in the handset, I then insisted that I want to speak to management, he went to the back of the store and returned seconds later saying that he can call the store and get the pop to assist. I gave him stores details where the upgrade was made, but before he contacted the store and he checked on the system and advised me that he is not able to assist me as the handset was never used on the Vodacom network, and that I cannot book in the handset. I advise him again, that he advised me that the handset could be booked in without a pop, and now they request a pop, and now they cannot assist. He said that the store where I bought the handset should have advise me on the policy, which nothing of this sort was mentioned, he gave me a copy of the IMEI trace printout, where I asked him for his details.

I am not going to let this slide, because of Vodacom’s staff not providing the correct information, I have a faulty handset I cannot use.

I would like to have this matter resolved, and the handset repaired under warranty.