OBF

Dear Andrew,

As per our conversation earlier today regarding the appalling customer service received with my upgrade (issues with the speak on the brand new device and fails to connect to Bluetooth devices)

On the 18 September 2020, I initiated an earlier upgrade due to my current phone`s (S10 Samsung) poor battery life. I was in contact with Neo at River Square Vodacom via whatsapp, she send me the package/ specials I qualify for including extra`s like a TV. I personally when into the shop at 5pm to get all the documentation signed and take collection of the phone. As per Vodacom policy I was informed that I may return the phone within 7days, should I find any fault on the device at the point I was chuffed with the speedy service received.

Due to not being able to do a complete back up of my previous phone I unfortunately cannot recall the exact date however it was within the 7days grace period.

I informed Neo via whatsapp that I am experiencing issues with the handset, on the 24 September 2020 a Samsung Rep (Mr Klein) came to my residential address to verify that the phone plays music through the top speaker and not at the bottom one, and that it fails to connect to Bluetooth devices however continues to play the music through the top speaker. To fix the problem I had to restart the phone (which required me to continue doing it every time the issue appeared). This is not a long term solution as the problem will only disappear for several minutes then return again. Mr Klein advised me to return the handset for out of box failure – I return the handset the same day. I contacted Amelia (Store Manager) after returning the handset to obtain information regarding the situation but she was not able to provide any valid detail.

My husband then took over the situation as I`m not able to phone around all day to track progress and gather info. My husband managed to speak to Amelia and she confirmed that the handset was set to Samsung. He then phoned Samsung directly but needed to provide a reference number as they were not able to find the IME on the system. He phoned Amelia once again requesting a reference number which she couldn’t provide and had the nerve to ask why he was complicating the situation. On that say call she confirmed that the handset was not sent to Samsung but to Vodacare.

Amelia contacted us to confirm that the phone has been send back to the store with no fault found by Vodacare technicians (job nr.***3). I refused to take the phone as I knew this would become a greater issues. The policy states that the device needs to be returned within 7days which I comp**** with and have Mr Klein to act as witness as he verified the issue.

I returned to the store today 10 November 2020, to get this resolved once and for all, Amelia was not able to provide sustainable information but she did provide me with the documentation from Vodacare (the information noted on the paper work with regard to what is wrong with the handset was completely incorrect – the paper work stated phone restart itself, the battery doesn't last of which both is not true)

I have been sent from pillar to post and I would like this matter to be rectified as I am currently paying monthly installments for a handset I`m not to make use due to lack of service received by Vodacom.