MISLEAD BY THE CONSULTANT AND GOT A DOWNGRADED PHONE PERFORMANCE WISE - NEED THE DEAL TO BE REVERSED AND REDONE OR CANCELLED COMPLETELY

Good Day,

Hope you are well.

I have upgraded my cellphone on sunday 28/06/2020 at the above mentioned shop. I asked the consultant Geofrey that I would like to upgrade to a similar cellphone than the Samsung S8 that I currently have. He suggested that I take the samsung A31 and I took his word for it as their were no Samsung A31 on display. He also suggested the Samsung S20 but on a R1500 x 36 months which I cannot afford. So I took the A31 cellphone unaware of all it specifications and performance of this phone.( If I new I could get a better phone on a different package I would have done it that way around). This consultant mislead me completely, causing this whole situation that I am stuck in.

The consultant switched the phone on in store after the contract was done and signed. At home I used the samsung transfer connector to transfer my data from my S8 to the A31. I then searched on the internet all the specs. of the A31 and are not satisfied with this cellphone. I HAVE BEEN DOWNGRADED INFACT OF UPGRADED! Never inserted my sim as I was unsure. I stopped doing anything on the phone and wiped it to factory setting.

On Monday I went back to the store and waited for Geofrey to assist me as he was the consultant that assisted me with the upgrade deal. I told him that I am not satisfied with this phone. I have searched the specifications and it is not the same as the S8. It is not waterproof and durable as the S8. The cost of this phone and the package doesn't make sense to pay R24000 on the contract package for R6000.00 cellphone. After arguing alot he phoned the manager which weren't in yesterday. They refused to assist me to switch my contract deal stating that I have to sit with this phone for the next 2 years as I have signed the contract agreeing and it is processed on the system already. I then asked to get the monthly premium lower on this phone as the phone ain't that expensive, he finally told me that he can do a migration quote to a Red Data 6GB package for R729.00 per month but there will be Penalty/Migration fee of R1437.50 that I have to pay to get the contract package changed. (Which I don't understand as I am still running on my old contract till the end of the month the new one isn't activated with immediate effect.) I then took the migration Quote and said that I am not happy but will follow it up on a higher level.

I phoned the upgrade section at Vodacom customer Care (29/06/2020) and spoke to Thabi, but the phone call got cut. I re-phoned and Spoke to Regina at 14:56 and she said that The store should assist me if I am not happy with my purchase as the customer consumer act states that I have 14 days to return my purchase if I am not satisfied. They then transferred me to Lebo and then To Menzi. Menzi was very helpful and also said that the store should assist me without refusal. He also called the store while I was on hold and asked that the Manager should phone me back tomorrow to get this problem solved.

I have waited up until 14:24 on 30/06/2020 and got no call or any feedback from the store. I phoned Customer Care Upgrade Issue Department again and spoke to Mvidising. I asked what can I do in the situation as they refuse to assist me and the fact that I still didn't get any feedback from them whatsoever? She said that the store manager should assist us with the deal complaint. I must go and see him or contact him again.

So we phoned the store at 14:45 and spoke to Judith the store Manager. He is very rude and refuse to assist us at all. He is claiming that the consultant did suggest another phone and I said no so I accepted that specific phone & package. He also said that I have switched the phone on and put my sim in ect. Claim that the phone was used already. (I would like prove of that.)

As said in my previous phrase the consultant switched the phone on to show me that it is working and the camera. I asked Geofrey the consultant to put the phone back in the box before leaving the shop. At home I have used the samsung transfer connector to transfer my data from my S8 to the A31. I then searched on the internet all the specs of the A31 and are not satisfied with this cellphone. Never inserted my sim as I was unsure. I stopped doing anything on the phone and wiped it to factory setting.

We insisted on the Store owners details but the Manager refused to give it to me. The way the manager talks to his clients is unbelievable.

I am very upset with the after sales service that we receive at this store up until now. We as the customer is taking out a 24 month contract deal and are a customer from vodacom for so many years, been treated so disappointed at this store.

I would like this contract to be changed to get another phone a.s.a.p. or Get the deal REVERSED/ cancelled completely at this store with me giving them back this phone which I didn't used and don't want and refuse to pay for 2 years for and get my upgrade redone from the beginning at a different store which is helpful and assisting.