NO feedback for more than a month in regards to a complaint!

On the 08-09-2019 we upgraded contracts at Vodacom Baywest Mall Port Elizabeth

The consultant Janiel Mitchill assisted us with the upgrade and explained the following on the devices. (Samsung A70 + Huawei P30 Lite)

1. If any problems in the 1st 7days return the item to be replaced immediately 2. Insurance 2.1 No insurance on Samsung for Screen Replacements (Get your own insurance its cheaper than taking with Vodacom) 2.2 1 Free screen replacement for Huawei with in the 1st year

Complaint Nr 1

The problem started with the Samsung on Monday the 09-09-19, Incoming calls would be answered and while talking the phone would place called on hold, make alternative calls, send random text messages.

The phone was returned twice in the 7 days explaining to the Tech at the Vodacom Shop in Baywest Mall and he said that nothing seems to be wrong with the phone and that without any issues the phone cant be returned. We started investigating the issue and it seems like some of the Samsung A70 models has an proximity censor that causes the problem, this means that when a call is answered and your screen goes black to avoid putting calls on hold or pressing buttons while on a call will not function properly sometimes and will activate the screen again which then results in a call being placed on hold etc. No the purpose of the phone is for a home office speaking to clients on a daily basis which causes problems and issues having to redial, repeat conversations due to the phone having problem. This forced us to us the phone on speaker call constantly to not have the issue because the Vodacom tech refuses to assist - we returned again after the 7 day period and explained the issue again and was told that the phone needed to be sent in for inspection/repairs and this is simply not possible as this will affect day to day operations of my income! (Ultimately we are sitting with a phone that does not serves its purpose but still need to pay for it every month).

Complaint Nr 2

Sometime between Christmas and New Years the Huawei P30 Lite fell by accident. The phone has a protection cover on + a glass protection screen.

The phone still works fine except for the screen that is extremely dark and you can see anything on the screen. All covers seem to have protected the phone except for the screen not functioning. (No cracks or damages to the phone). On the 5th of Jan 2020 the phone was returned for the 2.2 Huawei for the 1 Free screen replacement - to my surprise the consultant said that there is no repairs available on this model because its a Lite - (The consultant assisting with the Upgrade said that its for all Huawei models, her manager at the time confirmed as we still joked about the extremely high cost of screen replacements and some years ago all phones had this included) I requested to speak to a manager which was not the same one that was in the store in September, she listened and also gave me the same story, she then requested the details of the consultant which we did not have and asked if she could not pick it up on system and we were accused of not getting the phone is PE where we stay but in Centurion in Pretoria when we originally got the contracts from. Getting quite upset due to all the issues we explained about the Samsung also, the manager immediately said that the phone should have been replaced and no questions should have been asked, I requested that the matter should be looked at and that we will not leave until we get an answer on both issues. She took our details and promised to call back in 15min. We spent 2hrs in the mall with no call and returned to the shop and the area manager was to blame as she was not available to talk to at the moment as she was in East Londen busy in a store! Again I was promised a call on the Friday so that the manager of the store in Baywest can call and explain to the area manager the issue and give feedback. I followed up over the weekend with no feedback or manager to speak to and its been more than a month with no call or anything being done and we still need to pay for phones that's not working!

Can I please have feedback within your prescribe time limits and get this resolved - its appalling that we as paying customers just need to live with that fact that service is no existing anymore and is unacceptable!