1 reviews | Active since Oct 2022
Phone damaged, covered by insurance. But Vodacom does not want to replace phone
Someone please help me, I am kinda stuck with Vodacom. So I took a contract phone (iPhone SE 64GB) from Vodacom in Aug 2021. Few months ago the phone would not start up, I think it was in May 2022. It will just get stuck on the Apple logo. We went to Vodashop Festival Mall. The guy there who helps people with repair bookings said something might be wrong with iCloud account for the phone and that we must have it reset. Trying to reset the icloud was a mission as it kept sending codes to the iphone and not the Android which the SIM card was moved to.
Eventually in July, the guy at Vodashop Festival Mall booked it in for repairs. Feedback we got was that the phone is not repairable due to a software issue. I had comprehensive insurance on the phone but Vodacom tells me they can't cover the claim because I did not book the phone in for repairs in May but only in July. I tried to explain to the shop that we have visited the shop since May but their focus was on resetting the iCloud account which caused the whole delay. I feel cheated as I have been paying insurance for situations like this, but when the situation arise..Vodacom does not want to step in and replace this phone only because I didn't book the phone immediately. But we had been to the shop about 3 or 4 times to seek for help. Its5the guy who works there who did not bookthe phone in immediately and kept sending us home to reset the iCloud.
What can I do guys? I have a phone sitting here, Vodacom is happily debiting my account each month. I feel so cheated to be honest. Which steps can I take as this is unfair from Vodacom?
The whole story has been quiet deurmekaar. At some point I was told the phone can't be repaired, then I was given a quote of R8000 to pay for repairing the phone which I declined after realising I've actually been paying insurance.
Then a consultant at Vodashop Festival Mall called the insurance team while I was in the shop, and insurance team said they can't assist me because the phone wasn't booked in immediately when it got damaged even though I explained why it took long to have the phone booked in.
At some point I was also told the insurance is not covering as the SIM card that came with the phone was removed, which I explained that if a phone is damaged it's only logical to insert the SIM into another phone to be able to stay in touch with people while the damaged phone is being attended to.
Another lady from the Hellopeter complaints department called me this morning, she didn't say her name, to say they don't cover software issues.
I told her I'm not even 100% sure what's wrong with the phone, so she said I must follow up with the repairs dept. Was kinda hoping she would do that while I was on the line as someone who's attending to a legit complaint I raised.
Anyway, I then called the repair centre and asked them to give me the full report of what's actually wrong with the phone.
They said the initial job ***7 is closed and they can't retrieve the report.
I must go back to Vodashop Festival Mall to book the phone in from scratch.
For me, over the past few months it just feels that Vodacom is trying everything in their power to not help with this and frustrate me until I give up. The way the stories keep changing, and I get sent from pillar to post is quiet concerning.
But it's okay, I will make an effort to go rebook the phone and see what happens.
You are debiting each month for insurance, but when someone claims you become *****.
I see you, and it's a pity considering how long I've been with Vodacom and never claimed even once until now.
The whole story has been quiet deurmekaar. At some point I was told the phone can't be repaired, then I was given a quote of R8000 to pay for repairing the phone which I declined after realising I've actually been paying insurance.
Then a consultant at Vodashop Festival Mall called the insurance team while I was in the shop, and insurance team said they can't assist me because the phone wasn't booked in immediately when it got damaged even though I explained why it took long to have the phone booked in.
At some point I was also told the insurance is not covering as the SIM card that came with the phone was removed, which I explained that if a phone is damaged it's only logical to insert the SIM into another phone to be able to stay in touch with people while the damaged phone is being attended to.
Another lady from the Hellopeter complaints department called me this morning, she didn't say her name, to say they don't cover software issues.
I told her I'm not even 100% sure what's wrong with the phone, so she said I must follow up with the repairs dept. Was kinda hoping she would do that while I was on the line as someone who's attending to a legit complaint I raised.
Anyway, I then called the repair centre and asked them to give me the full report of what's actually wrong with the phone.
They said the initial job ***7 is closed and they can't retrieve the report.
I must go back to Vodashop Festival Mall to book the phone in from scratch.
For me, over the past few months it just feels that Vodacom is trying everything in their power to not help with this and frustrate me until I give up. The way the stories keep changing, and I get sent from pillar to post is quiet concerning.
But it's okay, I will make an effort to go rebook the phone and see what happens.
You are debiting each month for insurance, but when someone claims you become *****.
I see you, and it's a pity considering how long I've been with Vodacom and never claimed even once until now.