DB
Delrie B

1 reviews | Active since Sept 2017

12 Dec 2017, 09:53

Paying for a faulty product without resolve

On the 13th of November I upgraded to the new samsung galaxy J7 Pro, at the time I was on 2 weeks leave and the phone was working fine. As soon as I returned to work in a private game reserve close to kruger national park, I had no signal. I work 6 week cycles which make it impossible just to leave and drive 250km just to take them a faulty phone. After managing to arrange for someone to drop the phone in Nelspruit on the 30/11/17, they tested it and said nothing is wrong with it. They put a whole new motherboard in, just in case (yet nothing was wrong with it). They then couriered it back to me which is almost an impossibility as no courier companies are allowed into the private game reserve, again managed to arrange for someone to collect it for me. And by no surprise at all there is still no signal. Now I have been notified that the phone has to be sent to Johannesburg and if I am lucky enough for them to provide a credit for me on a faulty phone I was given. I may not change the contract, but I may be able to pick another phone that hopefully works and pay in a difference of who knows how much........all while still paying for I phone I don't have because it doesn't work. Since we are basically in the middle of December I assume I wont have this issue resolved till mid January ( if I am lucky) and thus paying for 2 or 3 months of new phone usage, while I don't have the phone.

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Replies (4)
Vodacom
Vodacom's reply12 Dec 2017, 10:34
Official

Dear Customer,

Thank you for making us aware of your complaint.

Kindly be advised that a consultant will make contact with you in due course to assist with your query.

***Please note*** Beware of phishing ****s.

Vodacom will not contact you via Whatsapp to request your personal details.

Regards,
Vodacom Consumer Website Team

DB
Delrie B's update12 Jan 2018, 13:30
Reviewer Update
As to date 27/12/17 no one from vodacom has contacted me (no surprise there). I have been calling vodacom like a crazy Stalker and still no resolve. They have replaced the motherboard of the phone again, because apparently they **** to me the first time they told me they replaced the motherboard and actually just sent me back a phone on which they had changed nothing. But I still have not heard anything from them about my phone or when I will get it back. I was also told by accounts that it's unfortunate that my phone is not working but I still have to pay for a phone I don't have as I am in a contract with vodacom (not sure how this contract makes allowances to to be obligated to pay for a faulty phone which they gave me). Vodacom is a bunch of ******* who have no interest in acting honorable manner towards their customers. I have been a vodacom customer since I was 18 years old and at 32 all I want to do is leave. The most ridiculous situation.
DB
Delrie B's update12 Jan 2018, 13:41
Reviewer Update
Today I spoke to vodacom yet again and finally it seems like the phone has made its way to the Johannesburg repair center. They have tested the device and they said it is not faulty, yet there is no signal where I live and work, and every person with a vodacom phone here has signal (unlike me). Yet they are adamant there is nothing wrong with the device even though it's the only device that does not have signal. They have told me that they have contacted the manufacturer(Samsung) and they will have to decide if they want to give me another device. You have to love how people can sell you a product that doesn't work and somehow it is your problem. Will wait for feedback from the manufacturer..............
DB
Delrie B's update15 Feb 2018, 16:00
Reviewer Update
Today 15/02/2018 I spoke to vodacom yet again, still without resolve. They had previously sent the phone back to me and I took more than 45 pictures showing how the phone doesn't work where I live and work. But they completely disregard the evidence because they say they test the phone and it works. But how do I then manage to take more than 45 pictures of it not working ?!? I was informed that I now have to log a call to customer care to check the network settings in my area and I have to change the network settings on the phone from 4G to 3G and if it still doesn't work they will have to take it up with the manufacturer. What a nightmare!!! It has been 3 months and still no resolve. If they don't do something after I do this I am going to get a lawyer, because I have sufficient evidence that the phone doesn't wor****