Poor customer service Vodacom Maponya Mall

Greetings,

This email aims to seek assistance regarding the poor customer service and lack of care shown by the Vodacom branch in Maponya mall.

I own a Huawei P8 2017 and was unfortunate enough to drop and crack the screen, although my phone was still functional, I still took it to Vodacom (Maponya Mall) for repairs. Please see below the sequence of events. I took the phone to the on the 23rd of January 2019 at around 12 in the afternoon. From my understanding, I was supposed to be issued a loan phone that I could use in the absence of my phone as it is being assessed but I WAS NEVER OFFRRED ANY. I got attended by the technician in the store forgot his name but I think it's Scelo, the guy was so rude that he let me complete the forms which he should have completed. At 1st he refused taking my phone in because it was not insured and I explained to him that from my understanding if 1 has bought the phone with Vodacom they can always take it in for repairs and that I dont mind the charge I just need my phone fixed. From what the consultant explained, the overall process would take 7-14 days where my phone would get accessed and be told steps necessary and related costs for the repair. Hello Peter I never got any feedback from Vodacom was never issued with a case number all he (Scelo) told me was I can use the IMEI number ********** ********** 1 to trace my phone. 2weeks later I called the store to find out how far is the process and I was told I need to call or go to Eastgate where they repair the phones as they have done their part sending my phone either than that there's nothing else they can do. I then decided to call the repairs store only to be told they won't be fixing my phone as it is not insured, I will have to pay for the repairs. I explained to the lady that I dont mind paying all I need is for phone to get fixed. She then told me I will have to provide them with PROOF OF PURCHASE........ I don't understand why Im being required to provide proof of purchase as the phone is on contract? When Vodacom debits my account every month for the very same phone no PROOF OF PURCHASE is needed but now that I want the phone fixed Im being asked for PROOF OF PURCHASE. Today 5th of March and I still don’t have my phone or anywhere close to this issue being resolved. Consultants at the store have shown poor customer services from the first day I walked in that store. I am disheartened after being a loyal customer with Vodacom for so many year and this is the treatment I get. Hello Peter any assistance regarding this matter will be highly appreciated.

Kindly get back to me on ********** 482 or **********

Thank you

Kind regards,

Charmaine