Really poor service from Vodacom

My wife upgraded her cellphone contract c. 1 year ago. This was an online upgrade. As part of the upgrade she got the option to add a HR monitor/watch as part of the package for an additional monthly payment. She decided to take this option.

The watch started giving trouble (before the 1 year warranty ran out) and we took it to the Vodacom shop in Cape Gate Mall in Brackenfell.

Over a few week period the shop assistant and manager refused to book in the watch saying that they needed a proof of purchase. We told them that this was an online upgrade and no PoP was provided after numerous calls to the call center from our side we got the agent to send through the PoP as provided by Vodacom.

Again they refused to book in the watch saying that they now needed an IEMI number on the box. We informed them that there was none on the box (we returned the watch with the original packaging etc). Again they refuse to book in the watch. To confirm we spoke with the manager of the store as well.

We were later informed that they are a franchise and that we must take it to a Vodacom (corporate) store. We were even invited to lay a complaint against them as in the ladies words the call center does not understand that they are a franchise and cannot assist customers in this manner - Truly unacceptable! Should a customer now check with each Vodacom store (remember same branding) whether they are a franchise or not and/or they want to help?

I logged a query on the Vodacom twitter account and on the call center. No joy in this regard.

I requested numerous call backs from the person monitoring the twitter account. No joy. They keep on telling me that they cannot help me. I again requested that someone from Vodacom phones me. Nothing happens.

My wife bought a watch from Vodacom. She returned the watch because there was a problem. This was before the warranty ran out. Nobody from the store, to the call center to the twitter agent is wanting to assist us in this regard.

This is truly pathetic!

Johan de Klerk