Refusal to Help, Poor and Utterly Disgusted Service

<p> </p> <p>Hi,</p> <p> </p> <p>I have been with Vodacom for the last 13 years roughly. I have received extremely poor and horrible service for the second time running at the Vodacom Century City Store. I booked my phone in more than a month ago which had a problem of not switching back on. What actually makes things worst is the fact that no one made any attempt or effort to contact me. Letting me know what is happening with the phone, if I did not make the contact first no one from Vodacom Century City would make any effort.</p> <p> </p> <p>As I said this is not the first time this has happened. On my Repair Job Card No: ********** 0 it has said that my unit has been exchanged with a new one. The consultant I spoke to Natasha has also confirmed twice in last week that I was getting a new replacement phone as the other one I booked in could not be fixed. I was told that they waiting for the new unit to arrive and I should receive it Friday 29th July 2016.</p> <p> </p> <p>I arrive to collect my phone yesterday 31st July 2016, I was told that my mainboard was replaced and it was not a new unit. What is going on? The consultant who assisted me could not give me any answers. I'm still under warranty and in my 2 year contact with Vodacom. I was told my IMEI Number is now changed as well, which makes life even more difficult if it has to be rebooked for a fault, because no one will be able to find the history correct.</p> <p> </p> <p>I used the phone for 5 minutes after I got home from century city and the unit gets hot and randomly switches off. If my unit was marked to be exchanged and promised and exchanged unit I expect a change unit. Please can management call me to tell me what the next step is with this unit as it is an inconvenience to re-book this unit as I already waited a complete month to received my phone back.</p> <p>This is unacceptable on the promise of exchanging my unit and sitting with an issue on the existing phone. Im spending tons of money monthly on contacts with Vodacom who is and Enterprise Company that can't resolve small issues like this at hand.</p> <p> </p> <p>There should be an ETA turn around on dead units and if it reaches an ETA time frame it should be escalated to the Store Manager to find out what is happening and why is it taking so long. Keep the customer up to date on movements of the Job Card, were in this case no one makes any effort if I did not call.</p> <p> </p> <p>I have also been in contact with Pooveshni Iyakannu - Executive Client Liaison Officer who promised to have my phone collected on the 5th August and no attempt again from Vodacom. She also promised of keeping me up to date on the progress from collection and further assessment but no response to by email on what is happen on the collection. No one from Vodacom collected my unit as promised and i provided all details of the collection address. Rudzani Lithole - Title : Executive Client Liaison Officer CEO’s Office who supposedly Deal with all complaints that are sent to the CEO, ICASA, MEDIA, NCC and all the company's Executives. Investigate the complaints, resolve with customers and then provide feedback to all the stakeholders. Investigate arrears in Business that needs improvement and recommend solutions and also follow up on whether action plans have been put in place to avoid recurrence. Do root cause analysis and also compile reports to all stakeholders, one response and nother further ignored all my mails. The CEO has also been email who he reports too.</p> <p>I feel my money was ****** in from of my eyes over the 13 years with Vodacom. They refuse to help.</p> <p>You paying for a premium service but the premium service is not willing to help (PRINCIPLES Is what they need to learn) and not *****ing money for the sack of *****ing.</p> <p>Well Done on you Vodacom for fooling me over the years.</p> <p>This is how Vodacom gets away with unresolved cases.</p> <p>The public must no what a company like Vodacom does with small or any issues. They not willing to help but happy to ***** your money.</p> <p>How do you investigate an issue when you don’t have the phone physically or made any attempt in getting the phone from me as promised.</p> <p>For a big corporate you can’t resolve simple and standard issues</p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p>