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LB
Lucia B

1 reviews | Active since May 2013

14 Jun 2019, 16:46

Poor service / frustrated customer

I bought a phone Huawei P30 as contract at Vodacom heidelberg on Sunday the 09th June 2019.(dealer name: Vodashop heidelberg -47162, Acoount no: ********** 8-1, Quatation no: 1- ********** ********** ). When I arrived at home I opened a box & insert my simcard to my new phone and the simcard was not working then I realised that I put the simcard incorrectly.The card was stacked inside the phone then on the following day the 10th June 2019, I went back to the shop to inform/report the matter/fault. They said they can send the phone to the technicians but they will charge me an amount of R4500 to pull out/ remove that simcard. They phone customer service. My concern is that I haven't use my phone and they wanna charge me that amount. No one from the shop show me how to insert that simcard, now they blame me they said I personally damage the phone. The phone is working is just that I can't remove the simcard.Please Hello Peter help me, I can't pay so much money with a new phone. They were supposed to show me how to insert that simcard, now there''s these situation because they did not showed me. I'm stressed and I don't know what must I do as I tried to call customer service on Wednesday, no one is willing to help me they said it is my fault. I don't have a phone since last week Sunday not sure till when. That means I'll be paying that contract for nothing. Today I tried to call Vodacom in heidelberg several times asking for the lady (Christine) who helped me on Sunday, they kept on saying she is busy with the customer.

0
Replies (10)
Vodacom
Vodacom's reply14 Jun 2019, 18:15
Official
 Dear Customer, Thank you for making us aware of your query. 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 
LB
Lucia B's update17 Jun 2019, 09:30
Reviewer Update
Please note that I dont have a phone but you can contact me via email ********** or use this contact no: ********** / ********** .

Regards

Lucia


LB
Lucia B's update18 Jun 2019, 09:43
Reviewer Update
Hi Hello Peter

I have received below message from vodacom.

Good day

We are sorry to hear of the circumstances under which your posting has reached us and we do apologize for the inconvenience caused.

We are sorry to hear about your device. Please note that the cost to repair device need to be covered by the customer as the device is not faulty due to a manufacturer fault. Kindly refer to our warranty terms and conditions :
https://www.vodacom.co.za/vodacom/terms/device-warranty-terms-and-conditions

Should you have insurance with a 3rd party company, kindly contact them for further assistance.

We apologize for the inconvenience.

Vodacom Consumer Website Team







LB
Lucia B's update18 Jun 2019, 10:07
Reviewer Update
I think I have explained to them there is nothing wrong with the phone is just an issue of the simcard. I think it is my last time to buy anything from Vodacom as there were supposed to help me that day. The customer service is also useless.
LB
Lucia B's update18 Jun 2019, 10:23
Reviewer Update
How do I contact them as I don't have any documents on my side.
LB
Lucia B's update20 Jun 2019, 14:58
Reviewer Update
Hi Hello Peter

I have tried to call vodacom shop about my phone to claim for insurance, still struggling then call insurance (***) they said vodacom must do a quatation and send it to them but now my prolem is that Vodacom said I must wait until month end. WHAT MUST I DO. I dont get help from vodacom as well as their insurance. I should pay a phone and is not in use???????
LB
Lucia B's update20 Jun 2019, 15:00
Reviewer Update
Being reporting a phone from the 1st day till today?? It is the 11th day no one is willing to help me
LB
Lucia B's update20 Jun 2019, 16:05
Reviewer Update
I have received a call from Vodacom now they said I can send the phone. Thanks
LB
Lucia B's update13 Aug 2019, 14:18
Reviewer Update
After I received a call from Vodacom on the 20th June 2019, I send my phone to the phone to them and they send to Vodacom repair. The repair after fixing my phone they call me and inform me that insurance is not paying for me. I had to pay for the repair and I canceled that insurance as they couldn't helped. On the 1st of July they deducted my money twice and I call them asking why are they deduction my money as I don't have an insurance with them anymore. They said they only canceled on the 1st of July. There was an amount of R96. 09(June) and R221.74 deducted from my bank account after cancelling insurance and they said they will credit only the R221. 74 for July then R96 was for June that one I won't received it. Instead of crediting my money on the 1st of Aug they deducted again. They deducted R1323. 51 instead of R705. I call Judy on the 1st Aug and she requested a bank statement. I send it her and she never respond. On the 5th of August I call Tyrese and he requested a bank statement as well. He responded to me via email on the same day that he received my statement but even today no respond. Today I tried to call them about four people could not helped until I call Vodacom customer care and they transfered my call to Palesa. She said Tyrese make a note on the system but they will credit my money after 30 days so I explained to them that it is my money for fuel so when I asked that what happened if they will keep on deducting this month again. Then Palesa said I will claim. Vodacom insurance is taking my money, now they don't want to refund me because they failed to cover my phone during the claim. Worse part of it I have cancelled my insurance before the 1st of July but on their system it on its only reflected that I canceled on the 1st of July. Now they keep on taking my money.
LB
Lucia B's update13 Aug 2019, 14:19
Reviewer Update
Account no:***8-7, cell phone complaint is ***. My contact number is ***