Samsung S8 Repairs

To whom it may concern I am writing to express my frustrations I have had dealing with Vodacom. I had originally sent my Samsung S8 in for repairs. I had cracked the screen so I sent it through Vodacom to get fixed – hoping it would get done and done right, sadly I was mistaken! I sent my phone in to get one problem fixed, it came back with 2 more problems. When I first sent my phone in, I sent it in to get the screen replaced. It took +/- 2 Weeks for my screen to be replaced – after I got my phone back I made a few phone calls – my clients complained that they could hear an echo when they spoke to me over the phone, this issue was not present before I took my phone in for repairs, I also noticed my phone died a lot quicker than usual (from It originally lasting me 32-72 hours it now only lasted me 9-11 hours).

So I went back on to Vodacom and expressed my concerns. The employees there told me to take it to the Samsung shop in Pmb. So I did (I must add: I did not appreciate the run around).

When I took my phone to Samsung they had originally said that they couldn’t help but they could however check what was done to the phone. – Which is where I discovered that Vodacom had replaced my battery without my consent and knowledge! Samsung was also able to inform me that there are 2 microphones in the phone and that the Microphone responsible for voice cancelation had been broken (during the repairs process). They proceeded to tell me that because a different company had already started with the repairs they were not able to do anything, they advised me to go back to Vodacom and get them to fix it. They also said that Vodacom in Victoria Road is not to be trusted. So doing what Samsung told me to do – I went back down to Vodacom and asked them to sort it out. The manager at Vodacom told us that The Samsung shop in Cascades is not to be trusted (which is conflicting because they both refer clients to each another) . Vodacom then advised me that they will send it out again. I agreed and asked them to make sure that it gets sorted this time.

I am currently on a business contract – my company pays for the account so you would expect that because it is a business contract that they would make it their number one priority to get it fix right! On the second occasion of my S8 being sent away to JHB to get fixed I waited 1 month – of which I wasn’t given a courtesy cell phone to use, I was yet again not kept in the loop on the updated with regard to my phone. After the first week of it being in the “care” of Vodacom I phoned to get a follow up status. One of the employees at Vodacom had told me via phone call that my phone had only been shipped to JHB that day (which made my blood boil) with all my frustration I asked the person why and I listened to their excuses, I then asked them to keep me in the loop – which they hadn’t one bit. 3 weeks ,went by I finally got a call informing me that my phone had arrived and is ready to pick up. I went to pick up my phone that was apparently ‘fixed’ I tested it , and I still had an issue with the Voice cancellation Microphone- I tested this by calling the manager at Vodacom in Victoria Road- he said that he could hear what I was saying because of an echo- I told him that that is what the phone was meant to be sent in for to get fixed. This time I also had a loose component in my phone (which I discovered when shaking my phone). I sent my phone in a THIRD time to Vodacom – they sent it to JHB and the JHB office had said that there is nothing wrong with the phone and that there is nothing more they can do. They sent it back down to Vodacom in PMB Victoria road. Vodacom called me to tell me that my phone was back in pmb but said that JHB had said there was nothing wrong with the phone. So now I am at a cross road. I am sitting with a phone that has 9 hour battery life, a loose component in my phone and when people call me – they can hear a loud echo and can’t hear what I am saying – because of that echo. According the the Consumers act it is my right to Accountability by Suppliers. – I want Vodacom to take accountability and responsibility for failing to meet proper customer services and take accountability that my phone came back with more problems than it went in for . I demand Vodacom gives me a BRAND new Samsung S8

Kind Regards

David Williams Technician CNM IT Solutions 96 Roberts Rd Pietermaritzburg Tel: 033- **********

********** www.cnm-it.co.za

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From: David Williams Sent: Saturday, 09 December 2017 8:46 AM To: ********** Subject: Letter if complaint

To whom it may concern

I am writing to express my frustrations I have had dealing with Vodacom. I had originally sent my Samsung S8 in for repairs. I had cracked the screen so I sent it through Vodacom to get fixed – hoping it would get done and done right, sadly I was mistaken! I sent my phone in to get one problem fixed, it came back with 2 more problems. When I first sent my phone in, I sent it in to get the screen replaced. It took +/- 2 Weeks for my screen to be replaced – after I got my phone back I made a few phone calls – my clients complained that they could hear an echo when they spoke to me over the phone, this issue was not present before I took my phone in for repairs, I also noticed my phone died a lot quicker than usual (from It originally lasting me 32-72 hours it now only lasted me 9-11 hours).

So I went back on to Vodacom and expressed my concerns. The employees there told me to take it to the Samsung shop in Pmb. So I did (I must add: I did not appreciate the run around).

When I took my phone to Samsung they had originally said that they couldn’t help but they could however check what was done to the phone. – Which is where I discovered that Vodacom had replaced my battery without my consent and knowledge! Samsung was also able to inform me that there are 2 microphones in the phone and that the Microphone responsible for voice cancelation had been broken (during the repairs process). They proceeded to tell me that because a different company had already started with the repairs they were not able to do anything, they advised me to go back to Vodacom and get them to fix it. They also said that Vodacom in Victoria Road is not to be trusted. So doing what Samsung told me to do – I went back down to Vodacom and asked them to sort it out. The manager at Vodacom told us that The Samsung shop in Cascades is not to be trusted (which is conflicting because they both refer clients to each another) . Vodacom then advised me that they will send it out again. I agreed and asked them to make sure that it gets sorted this time.

I am currently on a business contract – my company pays for the account so you would expect that because it is a business contract that they would make it their number one priority to get it fix right! On the second occasion of my S8 being sent away to JHB to get fixed I waited 1 month – of which I wasn’t given a courtesy cell phone to use, I was yet again not kept in the loop on the updated with regard to my phone. After the first week of it being in the “care” of Vodacom I phoned to get a follow up status. One of the employees at Vodacom had told me via phone call that my phone had only been shipped to JHB that day (which made my blood boil) with all my frustration I asked the person why and I listened to their excuses, I then asked them to keep me in the loop – which they hadn’t one bit. 3 weeks ,went by I finally got a call informing me that my phone had arrived and is ready to pick up. I went to pick up my phone that was apparently ‘fixed’ I tested it , and I still had an issue with the Voice cancellation Microphone- I tested this by calling the manager at Vodacom in Victoria Road- he said that he could hear what I was saying because of an echo- I told him that that is what the phone was meant to be sent in for to get fixed. This time I also had a loose component in my phone (which I discovered when shaking my phone). I sent my phone in a THIRD time to Vodacom – they sent it to JHB and the JHB office had said that there is nothing wrong with the phone and that there is nothing more they can do. They sent it back down to Vodacom in PMB Victoria road. Vodacom called me to tell me that my phone was back in pmb but said that JHB had said there was nothing wrong with the phone. So now I am at a cross road. I am sitting with a phone that has 9 hour battery life, a loose component in my phone and when people call me – they can hear a loud echo and cant hear what I am saying – because of that echo. According the the Consumers act it is my right to Accountability by Suppliers. – I want Vodacom to take accountability and responsibility for failing to meet proper customer services and take accountability that my phone came back with more problems than it went in for . I demand either Vodacom gives me a BRAND new Samsung S8 or a FULL refund to the total of R5200 (for the replacement of the screen so I can take my phone else where to get fixed properly). Kind regards David Williams