iPhone 12 Pro Pre-Order Mishandling

To The Vodacom Platinum Desk Team (and Vodacom)

RE: iPHONE 12 PRE-ORDER MISHANDLING

Like a-lot of other South Africans, on the 11th December 2020 as advertised by Vodacom, I went online/call center to order the new iPhone 12. I was, however, told that as a platinum customer I could not pre-order online and had to call the platinum call center to order, which I did. When I called them they told me their “deal sheets” had not been loaded and they could not help. I was told to call back next week.

I duly did call back the next week, on the 14th, and was again told that no deal sheets had been received and they could not help me. I spoke to a lady by the name of Phumelele, and I relayed my frustrations of not been able to pre-order like everyone else. She proceeded to tell me that I should not worry as Platinum Member/customers will receievce their handsets before other customers as it is part of advantages of been a platinum member. I was told I would be called when they had received the deal sheets and could assist, this did not happen. On the afternoon of the 15th I called the platinum call center again, this time the deal sheets were loaded and Leister (Excuse me if I misspelt his name) could assist. He proceeded to take the details of my upgrade but soon found out that the same pre-order extra deals (Free charger, apple TV, airpod Pro’s) were not available to Platinum customers. I quickly disputed this fact and was then advised, after he called his admin department, that I would receive a gift voucher for the iStore. I accepted this and we concluded the pre-order.

In this same phone call I was told that the order would be generated on Friday, someone would call me to confirm and that Leister would call me on Saturday again (he took leave on Friday) to re-confirm all was in order. I was happy with this and accepted everything.

Then comes Monday and I call the call center again and speak to a consultant named David. He advised me that my deal was only actioned at 15:55 on Friday afternoon and by that time there was no stock of the iphone I had pre-ordered and I will have to wait until January to receive my handset.

This is extremely irritating and annoying as: 1. Platinum Members seem to not get any benefit (and that’s fine, but we shouldn’t be disadvantaged by pre-orders opening up later than normal online pre-orders) 2. Platinum customers should also be eligible to the same extra pre orders (aipods etc) as normal online orders, as it is Vodacom who limits where and how we can upgrade. 3. I Pre-Ordered well in time (15th December), through great lengths and effort (see above) 4. I was advised by Phumelele that Platinum customers receive their handsets before normal online orders 5. Vodacom slipped up by only doing my order at 15:55, thus removing any chance I had of making good on my pre-order I would like to know how the Vodacom Platinum Team plan on making good on my pre-order.

Regards