New contract from hell faulty phone and a lot of excuses

Hi there,

I went today to Vodacom Canal Walk customer care store for a new contract.

A brand new iphone 6.

The lady who helped me open the box, put my sim in and the screen protector and I immediately put a cover on and the phone was switched on. Upon leaving the store I put the phone away and took it out at work again to start setting it up. i hardly got started and the phone’s screen became unresponsive. I immediately went back to the store as per the 7 day faulty phone policy. They saw phone’s screen not working and took it to the back, suddenly the manager came out and said there’s a mark on the phone the phone fell.

I proceeded to tell them the phone did not fell, they can check their cameras and see I immediately put a cover on and they can even check my cameras at work the phone did not fall.

I immediately put a cover on the phone out of goodwill I did not think I should check the phone for any marks. Nor the the store check for any marks when they handed me the phone.

Long story short, now I have to wait 7 more days before I can get a new phone because of the mark they have to send it away. Their policy is that they replace a faulty phone if a phone is faulty within 7days of receiving you phone. Everyone could clearly see the touch screen is unresponsive the phone kept shutting itself down.

I think its unacceptable that I have to wait another week for a phone when I have done nothing wrong.

The manager of the store was also not very helpful and would not listen to my grievances. I feel like I was just shrugged off because I’m the one who is inconvenient and he could not really care less how I was feeling.

I did not even have the phone for an hour!!!!!!!!!! All the excitement of having a new phone was taken away for me and I leave for holiday tomorrow!!!!

The service I received is unacceptable. The consultants handling the contract were great, the manager when it came actually do what is right according to policy was not interested and kept throwing he needs to think what is best for the company never mind the customer.

Think more than twice before getting a contact I wish I did not!