Ridiculously Bad Service

<p>Hi,</p> <p> </p> <p>So I finally received my new upgrade last year, the Sony Z5, which is obviously advertised as a waterproof phone. And I upgraded from my Sony Z1, hence I already am aware of the ins and outs of owning a waterproof phone, which I used in the pool on several occasions - and didn't have any issues. However after using my Z5 in the pool, we took photos and everything, I proceeded to read my messages afterwards, and placed on my dry towel next to the pool, and when I picked it up - no go... water leaked in.</p> <p> </p> <p>Firstly note - the Z1 has 3 water-sealed ports where water can leak in. The Z5 only has one that you only open when inserting your SIM card.</p> <p> </p> <p>So I took my phone to the Century City Vodacom Repair Shop. Where they booked my device for repairs. They did a visual check of any damage to the exterior of my phone, and only picked up a few minute scratches on the side. They also indicated that they will have to put the device through a waterproof test, and if it fails, then it is a manufacturing issue and Vodacom will be liable for repairs/replacement, and if it passes the test - it will assumed as human error and I will be liable. </p> <p> </p> <p>Two weeks later I get a call, my device is beyond econimical repairs, and I can fetch my device. So I asked them what was the results of the waterproof test. The caller, indicated that she doesn't know and will find out and call me back. - She never did.</p> <p> </p> <p>The following week, I phoned in, and spoke to a consultant, she reiterated what the 1st caller said. And when I posed my exact same question, I got transferred to a technician, Wayne, which also repeated what she said and could not answer my question. He said he will investigate and get back to me - He never did.</p> <p> </p> <p>I decided to drive in and speak with them, as I am getting no responses from them. I spoke to the repairs consultant, Mavis, and again she said the same story. And went to go find out about the waterproof test results from the technicians. And the response was it failed - I am sill unclear whether failed means it failed as in the device IS in fact still waterproof, or failed meaning it is NOT waterproof. Based on the dicussions I am assuming the former.</p> <p>- She then hands me my device and indicates its probably not waterproof due to the dent on the frame on the side of the phone (note - opposite to the minor scratches). So I told her, that the dent was not there when I booked my phone in, we checked the visual damage report, and nothing was mentioned. </p> <p>- She then took my device again to have the dent investigated, and said she would get back to me - She never did.</p> <p> </p> <p>Two weeks later (over Christmas and New Years period, so didn't pursue this then), I phone again. The lady on the other side, said Mavis is comiing on thisft at 3 she will pass my details on and have her contact me. She Never contacted me.</p> <p>- I phoned several times more, waiting about 3 minutes at a time, with just ringing and still no answer.</p> <p>- So I got in my car after work and drove to the shop, and spoke to the manager on duty - Omar. And explained the situation to him, and I am at a point where I am upset. Due to all the promises of getting back to me, and then not doing so.</p> <p>- He indicated the same regrading the device being beyond economical repair. And showed me images of the damage inside the device - which is not what I was questioning, I know it is broken.</p> <p>- He then spoke to me about the Waterproof test, and could not explain to me how this is being tested. As by the sound of it, they test it from the inside.. But yet water leaks in to the device, not out. Valves don't work the same from both directions.</p> <p>- He then indicated that my device has been placed in a box where they are following up with head office regarding the damage to my phone, whether it was them or RAM.</p> <p>- He didn't want to give me his number, but gave me his email. And so I emailed him 3 days ago. And no response.</p> <p> </p> <p>Hence I would like to request that Vodacom replace my device based on the following:</p> <p>- Issueing me a waterproof device that is clearly not as advertised.</p> <p>- Damaging my device furhter while in their possession.</p> <p>- Absolutely poor customer service.</p> <p>- I am still paying for a device that I havent been using for 2 months, and is now broken based on my 1st point.</p> <p>- I have had this contract for about 15 years now, and have been a loyal client since.</p>