Terrible Customer Service!!!!!

In January 2018 I opened up a contract at the Vodacom Chatz store in Ottery. 2 months later, my display on the phone started messing up and eventually it stopped working altogether. It seemed as if ink was leaking out of the screen. I took the phone in on the same day, back to the same store I received it from, and they said that it must have fallen at some point, being the owner of the phone, I knew it hadn't. The phone had no dents or scratches from a possible fall either, which the store also acknowledged. They told me it had to be sent to the repair centre in Maitland, but I'd most likely have to pay for the damage I had caused.

It was sent in and a quote of over R2000 was sent back to us for the repair of the screen. This is almost half what the phone costs and also having to pay for a manufacturing fault seemed ridiculous. I called Samsung at this point and they said that Vodacom should have initially told me to bring it in to Samsung as it was a manufacturer fault, this was known because there were no scratches or dents from this 'fall' that would have made the LCD malfunction. We collected the phone from Chatz and discovered that the screen was now cracked, which definitely was not the case before it was sent to Maitland repair centre.

After the scratches were discovered we took the phone into the Canal walk branch, a few times before someone actually assisted us properly. The manager said he would make sure that it gets sorted to. After about a month of waiting we called and were told that the person we dealt with before resigned and that the phone had just been sitting in a drawer and nothing had actually been done. We then went back to Canal walk to fetch the phone. Now, 5 months later, the phone is still not fixed and no-one seems to be interested in helping us.

We have been loyal customers of Vodacom for years now and the service received from all parties mentioned above has been shocking and very disappointing.