Selling s**** phones on Contract

I purchased a Samsung S24 Ultra from Vodacom Fourways on contract on the 16th of October 2024, under reference number ***. In early December, I noticed a problem with the SIM card reader, causing me to lose cellular network and only access internet apps when connected to Wi-Fi. Additionally, ink suddenly appeared around the selfie camera, and there were numerous issues with sound. I couldn't send WhatsApp voice notes, and people couldn't hear me on calls.

On the 16th of December 2024, I visited the same branch, Vodacom Fourways, and was assisted by a very rude young lady named Onalena, who seemed uninterested in helping and acted as though she was doing my husband and me a favor. She booked in the phone and explained that it would take 7 to 14 days for the phone to be repaired and returned, under Job number ***5.

Today marks 20 days without a phone that I am paying for. Onalena did not even mention the possibility of providing a loan phone while I wait for the repair of a brand new phone. I am unsure why this option was not offered to me.

Today, I received another SMS with a new Job number, advising that the device is once again booked in for repairs, Job number ***0. Apparently, it has only been sent today to the Vodacom Advance Repair Centre.

This is very alarming because, on the 3rd of January 2025, I contacted the Vodacom repair center in Fourways at *** and spoke to Charity, who advised me that the phone had been repaired and was in the testing phase. To my surprise, today I spoke to Khensani at 11:50 AM, who mentioned that it has been rebooked under a new reference and sent to Vodacom ARC.

It seems the cellphone sold to me is a complete s****. I have a 36-month contract with Vodacom and have been without a phone for a month. How is Vodacom going to ensure the resolution of this issue and provide me with a new handset that won't give me these problems?

Surely, Vodacom does not expect me to be without a phone for another 20 days. This is unacceptable, and all you can say is that you are sorry. I am without a phone, losing business, and need to be connected. Vodacom needs to discard the s**** phone they sold to me and furnish me with a brand new handset. You cannot inconvenience a customer like this. I need to report this to the Consumer Rights Ombudsman, as I cannot be expected to use a defective phone, especially one I am expected to pay for monthly.