PH
Pieter H
1 reviews | Active since Mar 2023
01 Mar 2023, 09:03
Poor service
My complaint is with both Vodasure and Vodacom repair centre in Hatfield.
Regarding Vodasure: my first device (on contract) was an OBF which got replaced with a new device. When that device got ****** we found out Vodasure still had my first device on the insurance not the replaced devices IMEI. The solen device was then replaced. That device is now in for a repair at Vodacom in Hatfield and once again we realized that Vodasure never changed the info on my policy to the new device's IMEI number. 2nd time.
After numerous calls over a few days a consultant named Happy at Vodasure finally did their job as promised numerous times before and actually changed the IMEI number on the policy to the correct device.
Because of the IMEI number being wrong on my policy at the time of Vodacom repair centre Hatfield submitting the claim (last week) the claim of course got declined because of the IMEI number issue.
Since then i have had to phone the repair centre time and time again to find out if they had resubmitted my claim because i received no correspondence from them via text, email or call. 3 times i was told the claim was resubmitted..yet it was lies because yesterday a consultant at Vodasure named Mercy told me they had received no claim whatsoever and that they weren't even aware that my phone was in for repairs / at a Vodacom repair centre.
So yesterday after speaking with Mercy, i again phoned Hatfield repair centre and spoke directly to the manager and told him what was going on. He confirmed to me that they only submitted the first claim (the one when the IMEI number was incorrect) and he assured me that he would phone Vodasure himself and he personally would do the resubmitting of the claim and that he would call me back right away afterwards. He never did.
So its been more than a week since I've booked in my phone at Hatfield repair centre and they have not yet even bothered to submit my claim. In the meantime i am without a device. I am going to the repair centre today (in the next hour) in person to speak with the manager.
Helpful (0)
Replies (4)0
Replies (4)
Vodacom's replyOfficial
01 Mar 2023, 09:59 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
Vodacom's reply01 Mar 2023, 09:59
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
PH
Pieter H's updateReviewer Update
09 Mar 2023, 13:31Thank you. I want to thank the person from Vodacom (Themba) who called and sorted out the issues. His service was excellent. I must still get feedback about the 2nd device that i found out was insured on my name as well (from nov 2022 all of a sudden) but which i never took out insurance on. I would love to see whose signed the paperwork for that devices insurance because i never did.
Themba said that the finance department would be in contact with me about reimbur*****t for the months i paid for insurance on that device.
i must mention that if it wasn't for my complaint on this website i would probably still be struggling to get anything sorted. Its also not the first time ive had issues with the insurance on my device as well as a repair centre.
My first device was an OBF but they tried reparing it 4 times at menlyn repair centre and each time it was even more faulty than the first time so i sent it back each time and i was without my phone for almost 6 weeks. After driving all the way to head office and threatening with lawyers i finally got a replacement device... which the insurance then also never changed on my policy as i found out later. The insurance has done that twice now.
Regarding my current repair: i got an email (directly from Hatfield repair centre) on Tuesday 7 March stating that my device is ready for collection. Luckily I decided to call first before getting in my car and they told me the device isnt repaired and ready for collection yet and they don't know why i received such an email.
Themba said that the finance department would be in contact with me about reimbur*****t for the months i paid for insurance on that device.
i must mention that if it wasn't for my complaint on this website i would probably still be struggling to get anything sorted. Its also not the first time ive had issues with the insurance on my device as well as a repair centre.
My first device was an OBF but they tried reparing it 4 times at menlyn repair centre and each time it was even more faulty than the first time so i sent it back each time and i was without my phone for almost 6 weeks. After driving all the way to head office and threatening with lawyers i finally got a replacement device... which the insurance then also never changed on my policy as i found out later. The insurance has done that twice now.
Regarding my current repair: i got an email (directly from Hatfield repair centre) on Tuesday 7 March stating that my device is ready for collection. Luckily I decided to call first before getting in my car and they told me the device isnt repaired and ready for collection yet and they don't know why i received such an email.
PH
Pieter H's update09 Mar 2023, 13:31
Reviewer Update
Thank you. I want to thank the person from Vodacom (Themba) who called and sorted out the issues. His service was excellent. I must still get feedback about the 2nd device that i found out was insured on my name as well (from nov 2022 all of a sudden) but which i never took out insurance on. I would love to see whose signed the paperwork for that devices insurance because i never did.
Themba said that the finance department would be in contact with me about reimbur*****t for the months i paid for insurance on that device.
i must mention that if it wasn't for my complaint on this website i would probably still be struggling to get anything sorted. Its also not the first time ive had issues with the insurance on my device as well as a repair centre.
My first device was an OBF but they tried reparing it 4 times at menlyn repair centre and each time it was even more faulty than the first time so i sent it back each time and i was without my phone for almost 6 weeks. After driving all the way to head office and threatening with lawyers i finally got a replacement device... which the insurance then also never changed on my policy as i found out later. The insurance has done that twice now.
Regarding my current repair: i got an email (directly from Hatfield repair centre) on Tuesday 7 March stating that my device is ready for collection. Luckily I decided to call first before getting in my car and they told me the device isnt repaired and ready for collection yet and they don't know why i received such an email.
Themba said that the finance department would be in contact with me about reimbur*****t for the months i paid for insurance on that device.
i must mention that if it wasn't for my complaint on this website i would probably still be struggling to get anything sorted. Its also not the first time ive had issues with the insurance on my device as well as a repair centre.
My first device was an OBF but they tried reparing it 4 times at menlyn repair centre and each time it was even more faulty than the first time so i sent it back each time and i was without my phone for almost 6 weeks. After driving all the way to head office and threatening with lawyers i finally got a replacement device... which the insurance then also never changed on my policy as i found out later. The insurance has done that twice now.
Regarding my current repair: i got an email (directly from Hatfield repair centre) on Tuesday 7 March stating that my device is ready for collection. Luckily I decided to call first before getting in my car and they told me the device isnt repaired and ready for collection yet and they don't know why i received such an email.
PH
Pieter H's updateReviewer Update
09 Mar 2023, 19:40Went to pick up my phone at Hatfield repair centre just after 5pm today (9 March)
I noticed after a while of using it that my notifications sounds doesn't work.. ringtone also wasn't loud. The reason is the main speaker (on the bottom) has no sound after the repair and after i was told everything on the phone had been tested.
Im taking the phone back tomorrow
I noticed after a while of using it that my notifications sounds doesn't work.. ringtone also wasn't loud. The reason is the main speaker (on the bottom) has no sound after the repair and after i was told everything on the phone had been tested.
Im taking the phone back tomorrow
PH
Pieter H's update09 Mar 2023, 19:40
Reviewer Update
Went to pick up my phone at Hatfield repair centre just after 5pm today (9 March)
I noticed after a while of using it that my notifications sounds doesn't work.. ringtone also wasn't loud. The reason is the main speaker (on the bottom) has no sound after the repair and after i was told everything on the phone had been tested.
Im taking the phone back tomorrow
I noticed after a while of using it that my notifications sounds doesn't work.. ringtone also wasn't loud. The reason is the main speaker (on the bottom) has no sound after the repair and after i was told everything on the phone had been tested.
Im taking the phone back tomorrow
PH
Pieter H's updateReviewer Update
10 Mar 2023, 13:30I decided to email the repair centre to tell them about the bottom speaker that isn't working (one of the new parts that they ordered and replaced according to the jobcard/invoice) and that i want to bring the phone in to get it sorted. When i got no reply i phoned and Marcel at repairs told me the technician says they need to order a cable to fix the speaker so they need to order this cable first and they would call me back on monday or Tuesday.
Then i asked him why they could not tell that the speaker was dead when they tested the phone like i was told they did before returning it to me the customer.
All i got was sorry sir.
This teqnicician clearly thinks im a complete idiot because what he doesn't know is that i actually used to work as a phone repair technician previously and i also made sure by watching 2 teardown videos on YouTube which literally anyone can do. There are only 3 cables in these phones ..wire cables for network and a flex cable that connects the main pc board to the charging board.
THERE ARE NO CABLES TO CONNECT THE SPEAKER TO THE PC BOARD.
THE SPEAKER IS A COMPLETE ASSEMBLY THAT *****S IN AND HAS A CONNECTION PAD THAT MAKES CONTACT WITH PINS ON THE BOTTOM PC BOARD.
So either they forgot to put in the speaker assembly or didn't put back all the *****s that holds the assembly down or they reinstalled the old broken speaker assembly instead of the new one that was ordered and which i paid for.
So now i have a phone with no sound and they expect me to use it like this till next week.
I am getting fed up and I'm tired of being **** to constantly..its insulting to think that they can think people are so stupid to believe such bull in this day and age of YouTube/internet.
If this phone does not get sorted i will contact my lawyer.
Then i asked him why they could not tell that the speaker was dead when they tested the phone like i was told they did before returning it to me the customer.
All i got was sorry sir.
This teqnicician clearly thinks im a complete idiot because what he doesn't know is that i actually used to work as a phone repair technician previously and i also made sure by watching 2 teardown videos on YouTube which literally anyone can do. There are only 3 cables in these phones ..wire cables for network and a flex cable that connects the main pc board to the charging board.
THERE ARE NO CABLES TO CONNECT THE SPEAKER TO THE PC BOARD.
THE SPEAKER IS A COMPLETE ASSEMBLY THAT *****S IN AND HAS A CONNECTION PAD THAT MAKES CONTACT WITH PINS ON THE BOTTOM PC BOARD.
So either they forgot to put in the speaker assembly or didn't put back all the *****s that holds the assembly down or they reinstalled the old broken speaker assembly instead of the new one that was ordered and which i paid for.
So now i have a phone with no sound and they expect me to use it like this till next week.
I am getting fed up and I'm tired of being **** to constantly..its insulting to think that they can think people are so stupid to believe such bull in this day and age of YouTube/internet.
If this phone does not get sorted i will contact my lawyer.
PH
Pieter H's update10 Mar 2023, 13:30
Reviewer Update
I decided to email the repair centre to tell them about the bottom speaker that isn't working (one of the new parts that they ordered and replaced according to the jobcard/invoice) and that i want to bring the phone in to get it sorted. When i got no reply i phoned and Marcel at repairs told me the technician says they need to order a cable to fix the speaker so they need to order this cable first and they would call me back on monday or Tuesday.
Then i asked him why they could not tell that the speaker was dead when they tested the phone like i was told they did before returning it to me the customer.
All i got was sorry sir.
This teqnicician clearly thinks im a complete idiot because what he doesn't know is that i actually used to work as a phone repair technician previously and i also made sure by watching 2 teardown videos on YouTube which literally anyone can do. There are only 3 cables in these phones ..wire cables for network and a flex cable that connects the main pc board to the charging board.
THERE ARE NO CABLES TO CONNECT THE SPEAKER TO THE PC BOARD.
THE SPEAKER IS A COMPLETE ASSEMBLY THAT *****S IN AND HAS A CONNECTION PAD THAT MAKES CONTACT WITH PINS ON THE BOTTOM PC BOARD.
So either they forgot to put in the speaker assembly or didn't put back all the *****s that holds the assembly down or they reinstalled the old broken speaker assembly instead of the new one that was ordered and which i paid for.
So now i have a phone with no sound and they expect me to use it like this till next week.
I am getting fed up and I'm tired of being **** to constantly..its insulting to think that they can think people are so stupid to believe such bull in this day and age of YouTube/internet.
If this phone does not get sorted i will contact my lawyer.
Then i asked him why they could not tell that the speaker was dead when they tested the phone like i was told they did before returning it to me the customer.
All i got was sorry sir.
This teqnicician clearly thinks im a complete idiot because what he doesn't know is that i actually used to work as a phone repair technician previously and i also made sure by watching 2 teardown videos on YouTube which literally anyone can do. There are only 3 cables in these phones ..wire cables for network and a flex cable that connects the main pc board to the charging board.
THERE ARE NO CABLES TO CONNECT THE SPEAKER TO THE PC BOARD.
THE SPEAKER IS A COMPLETE ASSEMBLY THAT *****S IN AND HAS A CONNECTION PAD THAT MAKES CONTACT WITH PINS ON THE BOTTOM PC BOARD.
So either they forgot to put in the speaker assembly or didn't put back all the *****s that holds the assembly down or they reinstalled the old broken speaker assembly instead of the new one that was ordered and which i paid for.
So now i have a phone with no sound and they expect me to use it like this till next week.
I am getting fed up and I'm tired of being **** to constantly..its insulting to think that they can think people are so stupid to believe such bull in this day and age of YouTube/internet.
If this phone does not get sorted i will contact my lawyer.