PHONE SENT IN FOR THE 5TH TIME. INCOMPETANT TO REPAIR PHONE

To whom it may concern

I am highly upset and dissatisfied with the repairing of my Samsung A80 at Bloemfontein repair centre. JOB 1 My phone was sent in the first time 23/11/2020 JOB: ***2 I booked the phone in with the following faults: Cracked screen, back cover, and camera.

I collected my phone 10/12/2020 and when I wanted to use the selfie camera a few days later I came across the phone’s selfie camera’s sliding mechanism was not working and could not come out. I have a video that I can send to you.

JOB 2 I then booked the phone back in 18/12/2020 JOB ***8 and reported the fault after being told sarcastically by the repairs centre that there was nothing wrong with the camera and they never worked on the camera on the first job. They sent the phone back with apparently not doing any work on the sliding mechanism. I received my phone the 24/12/2020. If they didn’t do anything, how could the sliding mechanism be working? Do they have magic powers? JOB 3 When I tried taking close up photos a few days I noticed the photos were blurry and that the crack on the camera was never repaired. I then booked the phone back in 3/01/2021 JOB: ***5. I was then sarcastically told by Belinda at Vodacom Shop Goldfields Mall that the phones are checked when they come back from the repairs centre and it is not possible that they missed the cracked camera twice and that the claim of the cracked camera was not part of the original Job Card which in my opinion insinuates that I am being dishonest about the claim. I didn’t have the original Job Card in my possession at that time so I kept quiet. That night I found the Job Card and reported the next morning to the shop that according to my Job Card the cracked camera was a part of my original job card, then all of a sudden it was part of the job card at the Vodacom Goldfields Mall shop and blamed the repairs centre for missing it. After the shop told me it wasn’t part of the job card.

JOB 4 21/1/2021 I received an SMS saying my phone is ready for collection. I drove all the way to Welkom ONCE AGAIN and when I tested the phone in the shop only to find that the close up lens is still blurry and cannot focus when trying to take close up photos and didn’t accept the phone. 23/1/2021 RE-BOOKED IN ***1.

The third job card CLEARLY stated camera lens still cracked and camera taking blurry photos. When the phone was sent to Bloemfontein for the 4th time. Ivy the manager video called me to try and convince me that the 2nd lens of the camera is not supposed to focus for close ups. Why would Samsung bring out a phone with a blurry lens does that make sense? I called the Samsung head office call centre with ref *** and spoke to Kirsten whom confirmed telephonically that both cameras should be able to focus close up and not just the one. Samsung’s consultant spoke directly to the Bloemfontein repairs centre and this is where the dishonesty begins. According to the information given to Kirsten from, she never said that there was nothing wrong with the phone and that she didn’t say the phone is supposed to do that. I can guarantee you I do not suffer from hallucinations. I won’t make accusations unless that I am 100% certain of my facts. She spoke to the technician at the repairs centre named Braam. So they apparently order a new camera from JHB to replace the camera on the 4th job which should have actually been done the first time around. In email correspondence between Ivy the Goldfields Mall store and I, she in writing says they have replaced the camera for a second time, which is also not the correct information and Kirsten can confirm that this is not the information given through to Kirsten when she had spoken to Ivy/Braam.

I would also like to add that the repair centre is spiteful. My Ivy the manager at Vodacom repairs centre knows how urgent this repair has been so I fail to comprehend why the phone only left with the couriers on Friday. This is mere spitefulness as my phone was ready to be sent out on Wednesday afternoon 27/01/2021, I understand that the couriers already collected in the morning. So I understand that it was not sent out the Wednesday afternoon. I do however not understand how it was not sent out on Thursday 28/01/2021 and only sent out on Friday 28/01/2021.

JOB 5 Events relating to the 1/2/2021

Jo Ann from the Goldfields Mall called me to tell me that my phone had arrived, but they were not going to accept it as it has been returned with chip marks which it never had and my screen guard was cracked and this was a BRAND NEW screen guard I had put on before sending it in for repairs the 4th time. This obviously means that my phone must have fallen hard in order to have been chipped in such a manner. I have a video from the repair centre where they showed me the camera is working where you can visibly see that the screen guard is not cracked. The repair centre is now blaming the couriers for the phone being damaged. I would like to know, if the phone is so well wrapped in bubble wrap by the repairs centre how on earth does the phone get chip Mark's through bubble wrap in the hands of a courier? I'm not a scientist but to get numerous chip marks on the phone must mean that the phone fell directly onto the floor with no protection in order to be chipped. This is humanly impossible unless the courier threw it against a brick wall or used it as a hammer!!

Yesterday when I call the repairs centre Bloemfontein, I demanded to speak to the owner of the Shop, I will be brutally honest and admit that I was rude but I am only human and I am sure that if you were in my shoes that you would also have HAD ENOUGH!! I spoke to a gentleman with the name of Natus Fourie, I demanded that this situation be sorted out before close of business yesterday. He eventually at the end of the call threatened me and said to me if I do not give him a reasonable time frame to assess this situation he will send my phone back to Welkom and I must sort this problem out myself. This coming from an apparent owner of a store, only to find out from Thelma referred to below that Natus is the owner of the building and not the owner of the shop. I then phoned the Repairs Centre head office and spoke to a consultant with the name of Thelma, she put me on hold and called the Repairs Centre herself and spoke to an apparent manager by the name of Zanè. She said to Thelma she will call me back with feedback. So I told Thelma I will give them the benefit of the doubt and wait for the call. Nobody there is professional enough to call me back, only send me an SMS saying that I will only receive feedback in +- 3 days. So I called the Repair Centre to speak to Zanè, only to find out she is only a consultant and not even a Manager. Do you see how I am being **** to over and over?

An hour later I receive another SMS saying my phone has been received by Bloemfontein, I would like to know did it fly by the speed of light to the repairs centre. I phone Vodacom Welkom as the repair’s centre’s apparent manager Ivy would not take my call. I asked them how is this possible, they said to me no it was not received by Bloemfontein as yet, they just booked it in on their side (Bloemfontein) to order spares for my phone so we do not wait to long. My question is: Are they some sort of genie to know exactly what spares are needed to repair my phone???? I am HIGHLY upset, disappointed and disgusted regarding this whole experience of trying to have this phone repaired. I have been without my phone now for more than TWO months? Is this how a customer should battle to have a phone repaired under insurance? Every time, I must start from scratch, restore my back up and log into all my accounts, sync my watch and install all the apps that I use. This is very time consuming as my back up is 94 GIG. I have MANY applications as this phone is also used for work and we have cameras and tracker apps that are used. I then must get our supplier to reinstate me on their system to approve my access to the apps. I must use my son’s phone to take pictures to promote my new business that I opened. My loan phone’s quality does not come near to my Samsung A80.

This is not to mention the amount I have wasted on petrol riding up and down to the shop. I don’t just stay around the corner. I live in Virginia, each time I waste R100 petrol to get to the shop and back which means I have wasted R500 in petrol to re-book/collect my phone. I find this is unacceptable as I would like to know if you were in my shoes, would you be happy with this?

It seems that the repair centre is incapable to repair my phone. I am not sure if the technicians have not received the necessary training in order to professionally fix my device. I can no longer handle the back and fourth at Vodacom. How many more times is it going to go back and forth to the repair centre?

It has now been sent back for a FIFTH TIME.

This phone has been opened and worked on for 4X times already and is on its way to be worked on for the 5th time for mistakes and negligence on their side that were never part of my initial problem, can Vodacom guarantee me that my phone has not been damaged from the fall it had where it was chipped which never existed before? Problems that might not even surface up immediately.

IF this phone is not s****ped/replaced by close of business tomorrow 3/2/2021, Vodacom can keep this phone as I do not want it anymore and do whatever you want to do with it, give it to Ivy and see if she will be satisfied with it ask her to give me her phone.

When sending a phone for repairs it should be REPAIRED THE FIRST TIME!!!!!!!!!!!! Not 5 times and it’s still have developed so many faults that were never there. This is poor workmanship and I have no guarantee that it is repaired correctly. I have an appointment with my lawyer Thursday 4pm. (This is not a bluff, his name is Steyn and I can provide you with his contact details if you would like to find out if I am talking nonsense)

PLEASE LET THIS EMAIL ATTRACT YOUR IMMEDIATE AND SERIOUS ATTENTION

OLGA