Shocking Customer Service from Vodacom

On 12 July 2018 I handed my Samsung Galaxy S8 in at our local Vodacom shop – Nelson’s Cellular – in Bela Bela. The phone was a few months old and in perfect condition having been kept in a “book” type cover since day one. It needed a minor repair to the SIM card tray. I was told the repair could take 21 days. It has never been seen again.

25 July I received an SMS from Vodacom Alisom Repairs saying: “Vodacom Repairs job no. ********** 7 has been received by Vodacom Alisom Repairs. The turn-around time for a warranty repair at the Vodacom Repairs Centre will be approximately 2–3 days. ********** 7 currently in transit to the Vodacom Collection Point. You will be informed of collection upon arrival of device at store.”

20 August I went into Nelson’s Cellular to ask where my phone was. The sales consultant disappeared into the back office and was gone for quite a while. She returned to say the phone was not back yet and she would call me when it was. They already knew the phone had been lost.

03 September I again returned to Nelson’s Cellular to be given the same story. This time I stood my ground and demanded to know where my phone. Only then did they tell me my phone had been “lost” and they were “trying to find it”.

Numerous times I asked for the name and number of the owner of the franchise and was refused. I asked that the manager contact the owner and get him to call me. She said she would. I have never been called. The manager has no authority (she says) to replace my phone and the owner refuses to engage with me.

Under pressure and to get me out of their shop the only information they would give me is the name and number of the manager of Ram Couriers and confirmed that Ram had collected my phone on 12 July.

And so started my quest to find my phone. Hours of phone calls and lost airtime. Ram Couriers gave me proof that they had delivered the phone to Vodacare ARC Head Office on 16 July. It was not the correct repair centre but they had proof of delivery and a signature.

Vodacare ARC say they never received the phone and their system shows that it was sent to Vodacom Repair Centre in Menlyn. Menlyn said they never received it. Although I received an SMS from Vodacom Alisom Repairs they said that was just a computerised response once the job number had been entered into their system and they had never received the phone. They had contacted Nelson’s Cellular on 16 July to tell them the phone had not been delivered.

All parties concerned deny responsibility and blame someone else. Nelson’s Cellular refuse to replace my phone. Ram Couriers have “escalated” my case but another week has passed with no results. They tell me that if I don’t get satisfaction they will contact Vodacom Directors. How long must I wait for “satisfaction”?

What about me – the customer? I am paying every month for a phone I do not have. Vodacom are quite happy to deduct the monthly payment for the phone – do they expect me to replace it at my own cost too?

Nelson’s Cellular should replace the phone immediately and continue their “investigation” in their own time and at their own expense. Not mine.