1 reviews | Active since Aug 2016
Samsung A3 7day repair
<p>my wife was due for her vodacom contract upgrade on the 31st July 2016(Sunday), She upgraded her contract and phone to a Samsung Galaxy A3 on a Smart S contract after using the new phone for the week she realised the camera was blurry she took it back to vodacom midlands mall and was told her brand new phone needs to be sent for repairs this took place on the friday afternoon and they said it was too late to send it away she must please bring it before 8AM on the monday morning. on arrival on the monday morning the store then complained that the 7 day period had elapsed ,luckily the assistant had made a note on the contract of the return to take place.</p> <p>she was told she would get her repaired phone in 7 days , she has now waited the 7 days and called back today (16th August 2016) for feedback as to when to collect the phone.</p> <p>the store assistant now claims they didnt have the pin and are unable to lock the phone so nothing has been done.My question is had my wife not called today when would they have called to ask for the pin she now has to wait another week before we get feedback and perhaps a repaired phone.</p> <p>i think this is disgusting service from Vodacom , my wife is 6 months pregnant and without a phone to use in an emergency. also why should she have to sit with a repaired phone not even 2 weeks into a new contract.</p> <p>It is poor show how we are forced into accepting these poor levels of service and unnacceptable methods of dealing with damaged goods stright out of the box surely the consumer protection act offers the consumer some protection in this regard.</p>
Dear Customer,
Thank you for making us aware of your complaint.
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.
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Regards,
Vodacom Consumer Website Team
Dear Customer,
Thank you for making us aware of your complaint.
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
Hi Lesley
Unfortunately thats not acceptable , the feedback we have received from your midlands mall shop has been pathetic to say the least .
If my wife hadn't called to find out what was happening after 8 days of the phone being at your repairs centre we would still not have feedback that they required a pin to unlock the phone to be able to repair it ,this is another issue as you don't need to unlock the phone to access the camera but none the less she gave them the password , further to this she was contacted days later to find out her gmail account password which she refused to give them for obvious reasons !
Up until now my wife is still stuck without a phone which she is paying for as the phone has spent the last two weeks at your repair centre in Durban only to find out there is no issue ?
I think you will find that the phone was indeed returned to the outlet within the seven days as stated on your website , your consultant then told my wife to return the phone on the following monday (8th day) as this was the soonest that it could be sent away your consultant made a note of this.
Its a bit worrying that the phone now has no fault after the same consultant as well as their supposed "technician" at the midlands mall outlet admitted that it was not a software issue and in fact a faulty camera hence the need to send it for repairs , yet another point that makes me question the technical ability of your the staff at your repair centre .
If the phone is collected and the problem persists you can be sure that i will be taking the issue up with the ombudsman.
Regards
Ashley Wilson
On 20 Aug 2016, at 09:51, ********** ********** wrote:
Good day
We are sorry to hear of the circumstances under which your posting has reached us and we do apologise for the inconvenience caused.
Please be informed that the OBF (out of box failure) has been declined, due to no fault found on the camera. The Vodacom outlet will notify you once the device is ready for collection.
As per the manufacturer's warranty terms and conditions all handsets must be assessed by a Vodacom Repairs Technician to replicate the fault and determine the outcome.
Please see OBF terms and conditions below:
1. Items must be returned within 7 (seven) calendar days from date of purchase on official invoice (proof of purchase).
2. Original invoice (proof of purchase) as received at point of sale must be supp****.
3. All handsets must be assessed by a Vodacom Repairs Technician for any faults reported by the client before being exchanged. This assessment may take up to 5 calendar days.
4. Devices that meet the OBF criteria but are faulty due to software issues (incorrect version of software) and that can be resolved by way of a software upgrade are not considered OBF at this stage in the OBF resolution process.
a. A software upgrade will be performed free of charge in an attempt to resolve the fault.
b. Should this software upgrade fail to resolve the fault, and the device renders faulty within 7 days of the software upgrade and/or still within a 14 calendar day period from date of purchase/delivery, the device will be approved as an OBF.
5. All data cards must be assessed by a Vodacom Data Specialist / Vodacom Repair Technician to confirm fault/s (report may be requested) before an exchange can be made.
6. Items that qualify as OBF will only be swopped for the same make and model.
7. The original contents of the ?box?, (handset, original battery, original charger, manual and any other accessories) must be complete and packaging intact / in good condition.
8. The IMEI number on the box must match the IMEI number on the device.
Regards
Lesley Abels
Hi Lesley
Unfortunately thats not acceptable , the feedback we have received from your midlands mall shop has been pathetic to say the least .
If my wife hadn't called to find out what was happening after 8 days of the phone being at your repairs centre we would still not have feedback that they required a pin to unlock the phone to be able to repair it ,this is another issue as you don't need to unlock the phone to access the camera but none the less she gave them the password , further to this she was contacted days later to find out her gmail account password which she refused to give them for obvious reasons !
Up until now my wife is still stuck without a phone which she is paying for as the phone has spent the last two weeks at your repair centre in Durban only to find out there is no issue ?
I think you will find that the phone was indeed returned to the outlet within the seven days as stated on your website , your consultant then told my wife to return the phone on the following monday (8th day) as this was the soonest that it could be sent away your consultant made a note of this.
Its a bit worrying that the phone now has no fault after the same consultant as well as their supposed "technician" at the midlands mall outlet admitted that it was not a software issue and in fact a faulty camera hence the need to send it for repairs , yet another point that makes me question the technical ability of your the staff at your repair centre .
If the phone is collected and the problem persists you can be sure that i will be taking the issue up with the ombudsman.
Regards
Ashley Wilson
On 20 Aug 2016, at 09:51, ********** ********** wrote:
Good day
We are sorry to hear of the circumstances under which your posting has reached us and we do apologise for the inconvenience caused.
Please be informed that the OBF (out of box failure) has been declined, due to no fault found on the camera. The Vodacom outlet will notify you once the device is ready for collection.
As per the manufacturer's warranty terms and conditions all handsets must be assessed by a Vodacom Repairs Technician to replicate the fault and determine the outcome.
Please see OBF terms and conditions below:
1. Items must be returned within 7 (seven) calendar days from date of purchase on official invoice (proof of purchase).
2. Original invoice (proof of purchase) as received at point of sale must be supp****.
3. All handsets must be assessed by a Vodacom Repairs Technician for any faults reported by the client before being exchanged. This assessment may take up to 5 calendar days.
4. Devices that meet the OBF criteria but are faulty due to software issues (incorrect version of software) and that can be resolved by way of a software upgrade are not considered OBF at this stage in the OBF resolution process.
a. A software upgrade will be performed free of charge in an attempt to resolve the fault.
b. Should this software upgrade fail to resolve the fault, and the device renders faulty within 7 days of the software upgrade and/or still within a 14 calendar day period from date of purchase/delivery, the device will be approved as an OBF.
5. All data cards must be assessed by a Vodacom Data Specialist / Vodacom Repair Technician to confirm fault/s (report may be requested) before an exchange can be made.
6. Items that qualify as OBF will only be swopped for the same make and model.
7. The original contents of the ?box?, (handset, original battery, original charger, manual and any other accessories) must be complete and packaging intact / in good condition.
8. The IMEI number on the box must match the IMEI number on the device.
Regards
Lesley Abels