Pathetic (non)-repair service

<p>My Sony Z5's screen cracked due to (admittedly) my own mistake.</p> <p><br />After consulting with my nearest Vodacom branch in Richards Bay, they confirmed that the phone could be send for repairs due to the fact that it's insured through Cellsure.</p> <p><br />After the paperwork was done at the branch on 24 May 2016 I received this sms :</p> <p>Job number ********** 9 has been booked in and will be sent to the nearest Vodacom Repairs outlet. For status enquiries go to www.vodacom.co.za</p> <p><br />On 26 May 2016 I received the following sms :</p> <p>Job number ********** 9 has been received by VODACOM REPAIRS UMHLANGA RIDGE (031) ********** </p> <p><br />On 21 June 2016, I received my final sms :</p> <p>Job number ********** 9 is ready for collection at the Vodacom Collection Point VODACOM SHOP RICHARDS BAY ********** 625</p> <p><br />Happy to receive the message and extremely excited to collect my repaired phone (as I've been struggling endlessly without it), I rushed to the Vodacom branch.</p> <p><br />............ Huge was my surprise / disappointment only to receive my phone with it's exact same, cracked screen ........ Almost a month later !!</p> <p><br />As per the "Engineers report" from VODACOM REPAIRS UMHLANGA RIDGE, it states :</p> <p>1- *F2 Quote rejected<br />2- Physical damage (Cracked display)</p> <p><br />Firstly - Who rejected which quote ???</p> <p>I NEVER received ány phone call, sms or e-mail - neither has the Vodacom branch ! They've checked all their e-mails relating to my surname, phone number and job number ....... Nothing !!</p> <p><br />Secondly ....... it's insured and should be repaired as per the insurance policy ?!</p> <p><br />Who gives this "engineer" the right to send the phone back - untouched with his / her own ********** comments ??</p> <p><br />After explaining my frustration to the branch manager, she explained that this was not the first incident from VODACOM REPAIRS UMHLANGA RIDGE that they had to deal with.</p> <p><br />She suggested that she could ask for a detailed report from them and possibly apply to have my phone replaced rather than to send it back - avoiding to wait another month again. Also trying to accommodate me to receive a phone earlier - as I was loosing plenty potential clients while "struggling" to reply to e-mails and doing business transactions on my "back-up" phone.</p> <p><br />On 30 June 2016 (9 days later) I contacted the branch to find out if they received any feedback / report yet ?</p> <p><br />On 2 July 2016 they notified me that they've received the report and that I could come in to claim.</p> <p><br />I went in, completed the forms. C.J Venter - the sales consultant send the e-mail while I was there.</p> <p><br />Today (5 July 2016) the insurance company contacted me, requesting the report from the repairs shop. After explaining that all has been sent already, I rather decided to go to the branch.</p> <p><br />CJ showed and proved to me that all documentation has been sent.</p> <p><br />He put in quite an effort to attend to the matter.</p> <p><br />After lengthy discussions with the insurance company, it became clear that the report send by VODACOM REPAIRS UMHLANGA RIDGE was not the correct document.</p> <p><br />One and a half ours and three people later on the phone to VODACOM REPAIRS UMHLANGA RIDGE, they stíll had NO idea what the consultant was explaining and requesting !!</p> <p><br />Only after the branch manager phoned the manager of VODACOM REPAIRS UMHLANGA RIDGE, the report was e-mailed to the branch.</p> <p><br />After several phone calls (to Cellsure this time), CJ managed to send the correct document successfully.</p> <p><br />Finally the claim was approved ......... only for my néxt surprise to pop up ......... I would need to pay an excess fee of approximately R 2 000.00 to replace the phone !??</p> <p><br />A few things comes to mind ..........</p> <p>1) Vodacom receives their payment on the phone (plus interest) every month.<br />2) I pay to use the phone every month (airtime, data etc.)<br />3) Cellsure receive their payment every month.<br />4) The technician receives his/her salary every month - while blatantly lying on a job card.</p> <p><br />.................. Why am I the only one paying (plús loosing valuable clients) when I'm not even able to utilize this particular phone for 6 six weeks already ??</p> <p><br />Why should I now pay a fúrther R 2 000.00 because someone could have (should have) repaired it without any extra costs in the first instance ??</p>