Menlyn Vodacom Superstore Branch - Terrible Customer Service
I bought a Huawei P30 Pro from Vodacom on 17 April 2019. The battery does not last longer than 6 hours despite the fact that the phone is on Ultra Power Saver mode. The phone also overheated. I returned the phone to the Menlyn Vodacom Branch on 23 April 2019. I handed in the phone in a perfect condition - no external scratch marks, in a protective case with a faulty screen protector which I also bought from the Vodacom Menlyn Superstore Branch. No fingerprints on the device whatsoever because I hardly touched the device - I cleaned the screen with the alcohol swab provided and placed the screen protector on the screen with the phone still in the box and turned it over on a soft surface to put the protective cover on. The consultant obviously took off my protective case and the faulty screen protector when I handed him the device and did a refund on the screen protector. He inspected the device and also indicated on the Out of Box Failure (OBF) document that there is no physical abuse, scratch marks, misuse, corrosion or abuse.
On 25 April 2019 Vodacom phoned me to let me know I can come in to collect my device without further instruction. When I went to the branch the consultant who helped me said that it was indeed an OBF, went to the back to fetch a new device and started the paperwork. We went to the till and when they wanted to process the transaction she asked for the OBF document which I unfortunately did not bring along because over the telephone no one advised to bring any documents along, so they advised me to come back on 26 April 2019 to complete the transaction.
When I went there on 26 April 2019, they had a different story. I was no longer getting a new device; Vodacom did a system upgrade and advised me that I only used the phone for one hour as per their diagnostic test. When I spoke to the Huawei consultant on duty, he also said that it is impossible because the battery is suppose to last me 2 to 3 days with normal usage. My question to the consultant was that, if I had only used my device for 1 hour, why did my battery life dropped with 40% although it was on Ultra Power Saving Mode? She couldn’t answer my question. I then asked to speak to another consultant and he asked whether they should send it to Huawei for further in-depth tests, because they don’t know why my battery doesn’t last. I’ve spoken to other Huawei P20 Mate and P30 Pro users who’s batteries lasts them almost 3 days.
On the Quality Inspection Report I received on 26 April 2019 it also states external damage. I then said that I will not accept the device for I left it in a perfect condition with Vodacom on 23 April 2019 as stated on the original OBF form. If there are any external damage done to the device, it was damaged while it was in Vodacom’s possession. So they wanted to return a device to me with external damage which I did not cause and stated that I caused the damage and even gave me “device maintenance tips” after the initial inspection of the device showed no physical or external abuse.
The customer service at Vodacom’s Menlyn Superstore branch is absolutely terrible and very disappointing. Phoning me the one day to come in to the branch and collect a new device because it was indeed an OBF without any instruction to bring along my OBF copy and the next day it was not an OBF. I also did not receive any reference number to follow up on this situation - the consultant only said that they will contact me by 2 May 2019.
