No human response after Hellopeter complaint on 5 January 2018

So I recently wrote a complaint about Vodacom SA not honouring my iPhone 7 warranty on HelloPeter. All I got was an automated response. I waited and waited. Commented a few weeks later that I didn't get a real response, to no avail. It seems Vodacom really doesn't care about their customers, NO ATTEMPT has been made to contact me in over two weeks! And this whole situation is dragging on since the beginning of November 2017! This is absolutely shocking, maybe the CEO should see that his customer care department simply doesn't care! If you want NO service, support Vodacom!

My original complaint is below:

I booked in my iPhone 7 in early November 2017 while it was still under the manufacturer warranty, for a fault with the Home Button/Touch ID Sensor. It also had a strange issue where it would heat up and drain the battery even while all apps were closed and flight mode enabled. It was booked in in good condition with a fully functional display and no scratches (Proof via Inspection Sheet)

As per the store procedure, we turned off Find My iPhone and booked the device in. Two days later, I got a message saying FMI was still activated and the device would be returned. This was a clear server glitch, because I have notifications from the day showing iCloud login history.

Be that as it may, I once again turned off FMI and sent a screenshot to the store (the device was in their custody the entire time) confirming it was indeed off. Knowing that the warranty was about to expire, and that I've actually had this exact issue in the past, that I wanted to avoid (but it ended up happening again, what could I expect from Vodacom) I told them very clearly to book the phone in again with the same job card number, or attach the old job card that shows the device was originally booked under warranty because of my past experiences.

And guess what: That explicit instruction was not followed! A few days later I ended up getting an out of warranty quote for some ludicrous figure of R7000, which I of course refused to pay, I will not pay anything for a legitimate warranty repair that falls within the manufacturer warranty criteria.

Furthermore, they later in writing said during/after the assessment of the device, the display was not functional. This means at some point the device was physically damaged, either in handling, by staff, or a technician. I have photographic proof that the display was working perfectly before I booked it in, in addition to the inspection sheet confirming the screen was flawless.

I don't even know why a trained professional technician would try to open an iPhone for a TouchID sensor issue. I did a bit of searching when this debarcle ensued, only to find out that TouchID cannot be repaired at all without a special machine called a "Horizon Machine", (Vodacom later said in writing that they do not possess this machine).

So I also want to know from them why a professional technician decided to open up my device? If they were trained according to Apple Service Manuals, they would know TouchID sensor replacement was not possible because they don't have the Horizon Machine to do it. Vodacom's actions and negligence have resulted in them destroying my display.

The worst part of all is it's becoming a customer service and trust issue. I had the exact same situation with Vodacom with a different device in March 2017, that case also dragged on for 2 months. The phone was booked in under warranty, when they assessed the device at the repair centre a few days later (due to courier) it happened to be out of warranty. They started coming out with excuses, and then they also damaged my device in their negligence or while the device was in their custody (evidence of chips and dents that weren't on the original inspection sheet). Thankfully it was finally resolved after I made a complaint on HelloPeter; they ended up giving me a replacement device in that debarcle.

I hoped that very situation would not happen again, but it ended up happening in this instance. With the events of both situations being remarkably simi****, it makes you wonder if Vodacom is doing a ***** practice of intentionally physically damaging devices, when booked in close to the out of warranty period, to reject them for a warranty repair due to the amount of paperwork required to send to OEMs when devices are in this grey period. This is a conspiracy theory of course, but twice in a row? I wonder how many other people have experienced things like this from service providers? It really makes you wonder what is going on in the repair centres.

Vodacom need to prove the public can trust them with repairs and solid customer service once again. This is an opportunity for Vodacom to sort this situation out to my satisfaction. My expectation is that I will, by the 12th of January 2018, receive a fully functional device, with a working display, Touch ID sensor, and a chipset/device that does not randomly overheat. It doesn't matter whether my device is repaired or replaced, as long as it is fully functional again to my above expectations. It must be done at their cost (i.e. under warranty as it was originally booked in, I refuse to pay a cent)

Failing that, it will be up to the public to decide whether they should trust Vodacom for future repairs, or any business for that matter.