Poor service from Vodacom(Vodacom shops, repairs, insurance)

Vodacom representative

I Purchased a note 8 in 2018 at Polokwane mall of the North branch and took out insurance immediately. In end March 2019 the phone screen got accidentally damaged for which I took the phone in for repairs at Vodacom Tubatse crossing mall in Burgersfort. Filled out all the necessary forms and documents where I got a confirmation sms "Vodacom Repairs Job no. ********** 4 will be sent to the nearest Vodacom Repairs outlet." on the 1st of April 2019, and on the 5th April 2019 I received further sms confirmation "Vodacom Repairs job no. ********** 4 has been received by VODACOM REPAIRS WICC NELSPRUIT ********** 085. The turnaround time for a warranty repair at the Vodacom" and later the same day another confirmation sms “Repairs Centre will be approximate 2-3 days". I then received a call from repair center sometime during the 5th April to confirm acceptance of the R650 plus excess which I did confirm, On the 12 th April I received confirmation sms "Vodacom. Your claim has been approved for Repairs. Kindly pay Excess at the Vodacom Store. Queries contact ********** Vodacom Auth FSP" I then went to the store that clarified I will pay on receipt of the repaired phone.By April 2019 month end I had not received any communication from Vodacom regarding my phone where I then decided to visit the Vodacom Tubatse crossing in Burgersfort to enquire and the phone was not back yet. I then requested for a call should they receive the phone and no call was made.I then visited the same store again on the first week of May 2019 and found that the phone was back from repair center in Neslpruit(Nothing was done on the phone and no note of why was attached), the Vodacom shop employee then called the repair center immediately and was told to send the phone back. On the 13 May I received confirmation "Vodacom Repairs Job no. ********** 4 will be sent to the nearest Vodacom Repairs outlet." note new job no.The next day on the 14th May I received two messages "Vodacom Repairs job no. ********** 4 has been received by VODACOM REPAIRS WICC NELSPRUIT ********** 085. The turnaround time for a warranty repair at the Vodacom “Repairs Centre will be approximate 2-3 days". Then later on the same day received “Vodacom Repairs job no. ********** 4 repair cost R 6,203.59. Please contact VODACOM REPAIRS WICC NELSPRUIT ********** 085 within 2 days to accept/decline the quote." I then called in for which I was told my excess is R650 plus and I accepted again.

Today its 21st May, I called in to the repair center in Nelspruit where I was told my claim has been rejected. I then called the insurance and spoke to Tumi that told me that the claim has been approved and I should call the repair store in Nelspruit and tell them to resend the quote as cancelled so that the insurance can issue a new on as they made a mistake on the previous one.

I have paid for my contractual obligation for over a year at R2000 plus monthly without fail and now this display on incompetence and lack of customer service from yourside is really disappointing and an insult to the paying community and customers. Please resolve this with urgency or I will make it my prerogative communicate this shabby service.

Regards Lesetja Mokgokong ********** ********** 293618