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Shadley P

1 reviews | Active since Jun 2016

29 Jun 2016, 07:53

Long delays in phone repair under warranty

<p>Handset (Sony Xperia Z3 Compact) experienced issues (not switching on/off, short battery life, boot-up problems). Booked handset in for repairs on the 2-06-2016 at 10:48 since it was still under warranty . I was then told it would initially take 3-5 working days to fix. </p> <p> </p> <p>I then called after the time above elapsed and was told that it was then sent to their "Hub" for repairs which can take 7-14 working days.</p> <p> </p> <p>I again waited for the time to elapse during which I received no call to advise status of handset. Finally after no feedback and me calling in each time getting confusing and unsure answers from staff I went into store on the 27-06-2016 to find phone was sent back to "Hub" after returning from "hub" with the same issues.</p> <p> </p> <p>Till to date today 29-06-2016 I have still not received any call, confirmation or status and its been almost a month. I feel this is unreasonable amount of time to wait for a handset that I am still paying for and is in warranty. It has basically been a month that I paid a contract for a handset I do not have! I feel my handset is not getting the attention it should and being shuffled around like a piece of old tech nobody wants. Why was it said to be repaired yet when tested in store displayed the exact same issues?</p> <p>Very annoyed and unhappy now. Does Vodacom only care about clients with the newest of phones and biggest of contracts..?</p>

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Replies (7)
Vodacom
Vodacom's reply29 Jun 2016, 10:16
Official

Dear Customer,

Thank you for making us aware of your complaint.

Kindly be advised that a consultant will make contact with you in due course to assist with your query.

***Please note*** Beware of phishing ****s.

Vodacom will not contact you via Whatsapp to request your personal details

Regards,
Vodacom Consumer Website Team

SP
Shadley P's update01 Jul 2016, 10:26
Reviewer Update

30 June 2016 - @Vodacom Can you please assist here?! Why is this taking so long is there no follow up on repairs?! https://hellopeter.com/vodacom/reviews/long-delays-in-phone-repair-under-warranty- ********** … #hellopeter

01 July 2016 - @Vodacom111 Can you please look into this? I am really struggling now with Vodacom.

No replies or feedback via their Twitter feeds either...

SP
Shadley P's update01 Jul 2016, 10:28
Reviewer Update

It has been a total of 9 days since the phone was sent back for a second time to Vodacom's "Hub" and till now I have still not received any feedback or idea of when I can expect the handset back. I have not received any call or contact as promised above.
Seems like this is just once again a generic response to pass the ball back in your court. I would appreciate some form of action from Vodacom since its been a full month in an active contract with no phone.

Is this the after service Vodacom talks about?!

SP
Shadley P's update03 Jul 2016, 11:56
Reviewer Update

01.07.2016 was called by Olivia from Vodacom support via Twitter. Was advised that Natasha at the Vodacom Shop Repairs Canal Walk will contact me Friday 01.07.2016. Till to date 03.07.2016 no call yet from Natasha after speaking to Olivia @ 15:30 on 01.07.2016!

SP
Shadley P's update03 Jul 2016, 12:19
Reviewer Update

03.07.16 was called by Rick from Vodacom social media team @ 14:20 advising a Manager from Vodacom Shop Repairs Canal Walk will contact me shortly...

SP
Shadley P's update03 Jul 2016, 14:34
Reviewer Update

03.07.2016 @ 16:25 spoke to Aneesa who is the Manager at Vodacom Shop Repairs Canal Walk. Phone will be replaced as soon as stock arrives of new phone this week as old phone cannot be repaired.

SP
Shadley P's update07 Jul 2016, 18:48
Reviewer Update

07.07.2016 @ 14:00 spoke to Aneesa in store at Vodacom Shop Repairs Canal Walk today. She confirmed stock of handset will arrive tomorrow and will contact me for collection.