ONGOING COMPLAINT - CONTRACT UPGRADE -

Vodacom Upgrade Complaint – Phone Quality Not Suitable for Graphic Designing & Incorrect Booking Reason

I am extremely disappointed and frustrated with Vodacom and the way my upgrade complaint has been handled.

I upgraded my phone at Vodacom Mall@Carnival on 2 August 2026. Before accepting the upgrade, I specifically explained to the salesperson that I needed a phone suitable for graphic designing. I re**** on the salesperson's advice and was assured that the phone would be suitable.

The problem is NOT that the phone is faulty. The problem is that the quality of the phone is simply not up to the standard I require for graphic designing. The display and image quality are noticeably poorer than my previous phone and even compared with other devices I have available.

Had the salesperson properly explained the specifications and advised me that this phone was not suitable for graphic designing, I would never have accepted the upgrade. I would have chosen a better-quality device, and I have already indicated that I am willing to pay the difference for a suitable phone.

The phone has now been booked in for the third time at Vodacom Mall@Carnival. I was told that Head Office would contact me regarding the matter.

I am STILL waiting.

What concerns me even more is that when I checked my Vodapay app, I noticed that the reason recorded for the phone being booked in was "audio problem."

There is NO audio problem with my phone.

This is extremely concerning because it does not accurately reflect the reason why I have repeatedly raised the phone with Vodacom. My complaint has always been about the quality of the display/image and the phone not being suitable for the graphic designing requirements I specifically explained before the upgrade.

I have now been sent back and forth, the phone has been assessed multiple times, and I am still without a phone that meets my needs. I am having to use an old phone while paying for this contract.

I have been a loyal Vodacom customer for approximately 20 years, and I honestly feel that I have not been treated fairly.

I am asking Vodacom Head Office to please take ownership of this complaint, investigate the sales process and the information provided to me at the time of the upgrade, and explain why an "audio problem" was recorded when that is not my complaint.

What I want from Vodacom: A proper investigation into the sales process. An explanation as to why I was advised that this phone was suitable for graphic designing. An explanation for the incorrect "audio problem" reason reflected on my Vodapay account.

Feedback from Head Office regarding my third assessment.

A reasonable solution to allow me to obtain a phone suitable for my actual requirements, with me willing to pay a reasonable difference if necessary. No further referral back to the store — this matter needs to be handled by Head Office.

This complaint has been going on for far too long. I should not have to continue using an old phone while waiting for Vodacom to resolve a problem that could have been avoided if I had been properly advised at the time of the upgrade.

I am asking Vodacom to stop passing me from one department to another and take responsibility for resolving this matter.