Sent phone in for repairs

<p>My mother took out a contract at Vodacom in Pinelands last year and received a Huawei P9 Lite. The contract came with a one year free screen replacement plan. The phone was dropped and cracked the screen slightly although the phone still works perfectly. I took it in for her to be repaired under the screen warranty and was helped after waiting just under an hour. One employee kept interrupting the other employee with questions as he was clearly untrained. The other employee kept making errors with her customers and therefore service was bad.</p> <p>When it was my turn, I was presented with all the necessary forms when booking in a repair request as well as warranty form. I filled in all the forms and was assured that everything was perfect. I received an SMS stating my job number – ********** 2 on Monday 3rd April.</p> <p>The next day I received an SMS stating that the phone had been received by Vodacom repairs Tygervalley and that it would take approximately 2-3 days. Loan phones are no longer on offer and was told it would take 2-3 days, so i borrowed a phone for my mother to use so long. Later that day I received an SMS stating that the repair would cost my mother R2, 233.82. I was confused by this as it was clearly stated that the phone was under warranty. I called the Tygervalley number, the lady heard about the issue and after chatting to someone in the background, apologized and told me to please ignore the SMS and that my repair is under warranty and that it would take 2-3 days.</p> <p>The next day I received another SMS saying the same thing, it will cost R2, 233.82. I called back and another lady answered. I had to explain the story again and she also reassured me that I should ignore the SMS and that they will sort it out.</p> <p>In total, I received the same SMS from Vodacom Pinelands and Tygervalley seven times, the last one being on the 11th of April. Eventually I got through to a manager at the Tygervalley branch and was told there was now a form outstanding and if I could go to the Pinelands branch to sign it (where i booked the phone in). I went to Vodacom and explained the issue, the lady found out which form was outstanding and only to find my signature on it already. I had already signed the “outstanding” form. I was then assured that it was all sorted.</p> <p>Today, Tuesday 18th of April, i recieved an SMS stating a new job number - ********** 5. I was confused about this so i called and enquired and was told that they had broken the battery and now it also needed to be repaired.</p> <p> </p> <p>This is highly upsetting as my mom had to go buy a prepaid phone as this job has taken so long.</p> <p>I took in a slightly cracked screen in for a quick repair, followed all the steps and signed all the forms correctly but due to poor Vodacom staff performance from the Pinelands branch and Tygervalley repair outlet, it's taken over two weeks now and the only progress that has been made is the battery that they've now apparently broken.</p> <p>I just don't understand how *********** people can be employed to provide a service as this has caused issues for my mother and I and we continue paying for a phone we cannot use due to the mess up over the two branches.</p> <p>Also, why was i not informed properly of the status of the repair. Surely you let the customer know that it'll take longer than the specified date and the reason why. It's just crazy that i had to phone in to see what was happening with the phone and then being told that they're sorry they broke the battery and that it'll take even longer now.</p> <p>I have never received bad service from Vodacom so I am requesting some assistance with how to deal with this matter. I wish to stay a loyal Vodacom customer but am finding it extremely difficult to do so after these issues. I wish to be contacted by someone who can help.</p> <p>Thank you.</p> <p> </p> <p>Daniel Howard</p> <p> ********** </p>