"Priority" status after the release of a new device.

<p>It seems that the warrenty on most devices is designed to encourage consumers to update to the lastest tech every year, of face the cost of maintenance of the now 'old' technology.</p> <p> </p> <p>Entered into my current contract in April 2016, with the understanding that my Galaxy S7 edge is covered for 2 screen damage repairs over the life of the contract, over and above the 1 year hardward warrenty (offered by Samsung directly in any event - and follows that one would be better off having repeais done direclty with Smasung in that period due to the speed of their service compaired to the '7-14 workday turnaround time offered by Vodacom Menlyn, which has its own in house repair center).</p> <p> </p> <p>Turns out that the sales agent was at Vodacom in Brooklyn in 2016 was 'mistaken', and that i was only covered for one screen repair within the first year warrenty (also an advantage also offered direcly by Samsung). Thus now in the second year of the contract which also falls after the release of the new Galaxy S8, and in my opinion the time where phones seem to endure the most maintenance issues, i am left having to provide for an expence i was under the impression i was covered for. Seems warrenty/insurance is designed to expire as soon as a newer device is avaialbe.</p> <p> </p> <p>The agent booking in the device seemed to be unaware of 'Screen Insurance' and took the better part of 15 minutes running around the store to confirm my cover. The end result being that i am coverd for a screen repair to an amount of R 2500.00, over an unclear period. Besides the fact that even at inception of the contract Vodacom would have been aware of potential costs of screen replacement, the cover is less than half of the cost of the needed parts alone. </p> <p>The device was booked in at 9.30 am on 2017/07/19, the misunderstanding between the agent and myself on permission to wipe my phone being omitted from this review.</p> <p>Vodacom sent the ruitine sms's confirming the process had been stated followed by an sms quoting a price of R 5 602.78 for the repair, and requesting that i contact Vodacom Menlyn to confirm. I Contacted the nmber given and was placed on hold for 8 minutes waiting to be told that i had not needed to phone them as the case had been forwarded to the insurance departement and that such department will be in contact with me. The repairs agent confirmed that they had submitted the needed documentation to the insurance department. Therafter i recieved the aforementioned sms two more times.</p> <p>After contacting the insurance department myself later the afternoon, it was made apparent that no documentation had been submitted. I was advised that it normally takes 2-3 working days for such documentation to be processed (I recall having filled out only a 1 page claim form). I dont see how 1 page takes 2-3 days to process.</p> <p>I Contacted the Menlyn repairs center again, requesting a copy of the quotation to be forwarded to me to see the composition of the quoted amount of R 5 602.78. No mail was recieved at the time of this review. Also note the retail value of the phone being +-R 9000</p> <p> </p> <p>The net outcome being that it will cost me a quarter of the value of the device to have the glass screen replaced, after having been under the impression that this would have been covered. The time spent in one day having to start the process is hardly worth the scale of the issue.</p> <p> </p> <p>I would add, i am in my 4th year with Vodacom (my second contract). A pervious repair done on this same device (replcement of the back glass) was completed withing 2 days and at a 5th of the cost of this repair, although i was at that time assisted by the head of repair. It just seems that the time one spends on an issue that should be pretty simple, not to mention the time spend without the device is reason enough to consider alternatives.</p>