Poor Service

<p>To whom this may concern,</p> <p> </p> <p>On 21 October 2016 I renewed my contract with Vodacom at Vodaworld , Midrand. I opted for the new iPhone 7 Plus 128GB.</p> <p> </p> <p>The phone speaker made a hollow background noise when making and receiving calls. On 27 October 2016 at 09:01 I was at Vodaworld to get the phone looked at. The guys at the Techzone informed me that they are unable to pick up any issues and I need to take the phone to Customer Care, as they will be able to do a more proper diagnostic on the phone. At 09:26 I walked into Customer Care and waited about 10minutes before I was assisted. The technician at Customer Care picked up the issue immediately and confirmed that there was indeed an issue on the phone. The technician then took the phone to a senior technician who also confirmed the issue and requested that the TechZone personel should provide an OBF. With this information I was told to go back to the TechZone who will assist me with the OBF. At 10:22 I walked back into the TechZone and waited another 30 minutes before I was assisted. The waiting took so long as there was only 2 technicians available while the others were walking around with not doing anything. Once the Technician, Victor (unfortunately I do not know his surname) was available he tried to assist but since he was new requested one of the technicians walking around not doing anything to assist. This technician again requested that he wanted to test the phone and informed me again that the Customer Care technicians did not test the phone since he is unable to find anything wrong and told me to go back to Customer Care and request a jobcard from who ever said that there was indeed an issue with the phone. At 11:15 I walked back into Customer Care and waited about 30minutes to be assisted. Once I informed the Technician at Customer Care about the issue and what I had done for more than 2 hours already the technician took charge and assisted me. He got the job card and OBF confirmation from the Customer Care technicians and requested that I go back to the TechZone and they will sort me out and please not to take another ticket number to wait even longer to get sorted out. Victor again was left all alone at the TechZone department and assisted me as soon as he saw I was back. Again since he was new, he requested the assistance from anyone senior who can assist, no senior was available as they all are walking around not helping anyone. When someone finally assisted him it was after 12:00 already. The manager of the TechZone then came out and informed me that they will not swop out the phone and will send it in to be tested more accurately and I will be informed in 24hours about the outcome. I walked out of Vodaworld at 13:00 with no phone and no resolution to my issue with a brand new phone.</p> <p> </p> <p>As of today, 17:30 on 07 November 2016. I have had no feedback from Vodacom, I only received SMS notifications informing me that the Phone is in for repairs. I did not authorize any repairs on my phone since it was under the 7 day exchange policy as stipulated in my Device Warranty contract with Vodacom. Not one of your technicians has informed me that the phone is going for repairs and also did not receive any phone calls from anyone at Vodacom informing me of what is going to happen with a new device.</p> <p> </p> <p>The device is now out of the 7day OBF policy and with no outcome and no commitment from your technicians at the TechZone, I still do not have my phone or replacement, since this was an OBF and I was clearly still in my 7day period. What is Vodacom going to do? Phone me in 24 hours, since I have been waiting for your TechZone’s 24 Hour call for more than 2 weeks now. I have been a loyal customer with Vodacom for more than 6 years and never have I ever been treated in this manner or received no feedback when feedback is promised.</p> <p> </p> <p>Also, just to provide a cherry on top of the cake. The contract that was renewed was for my wife and she is still on her old contract. The new contract still have not taken effect. I did contact Customer Care and since I had to phone twice, because the phone was put down in my ear with my first call, I was told that according to the system the new contract is effective, but this is not the case when I looked on my wives phone. She was on a Flexi 350 and on the 1st of November her account was topped up with R350. Her new contract is the Smart XL which is not on. The person at the Customer care that I talked to on Wednesday 02 November at 14:29, informed me that she will log a call so that this will be investigated. I never received any SMS with the call reference or any feedback.</p> <p> </p> <p>Why is none of my quieries delt with as it was previously? Why is there no urgency in your staff or commitment? Why are you not compiling to the device warranty agreement within your contracts?</p>