Terrible Repair Service (Phoneless)

<p>This is an email I wrote to them regarding the service, unresolved issue and bad service that I've received: </p> <p> </p> <p>Good Day,</p> <p> </p> <p>I would have the following be forwarded to the right department, managers or whoever might be able to deal with this.</p> <p> </p> <p>On the 3rd of July I returned to the Vodacom store in Cresta to return a phone that had been given to me the Friday before (June 30th). This device was given to me to replace the device that I had taken in as my screen had stopped responding.</p> <p> </p> <p>After taking the ‘replacement’ device on the 30th of June, I spent the weekend struggling with a device that kept switching itself on and off at random intervals. Thus on Monday the 3rd of July, I took it back. When the ‘new’ device was given to me, the Vodacom representative in store told me that it was a brand new phone, even though it did not come in its original packaging. He explained that head office decided to not include accessories or original packaging as I already had accessories.</p> <p> </p> <p>When I went into the store on the 3rd of July (a day before my birthday) I was upset to hear that they couldn’t replace the device in store, but it had to go through head office, I accepted and had it sent back with no alternative.</p> <p> </p> <p>Since it has been back, I have spoken to people from customer care who have escalated it, and who have referred me to Repairs. Upon calling repairs, since Wednesday the 5th of July, no manager has been available. They are either not in the office, in training, or as I’ve heard today coming in around 11am.</p> <p> </p> <p>While speaking to the consultant (Siyabonga), he told me that the device had been sent back to the store. He said it could not be repaired as it had been tampered with. This is the same device that kept switching itself on and off, the same device that I was told is Brand New... Then he continued to accuse me of causing the damage as “it is checked by repairs, then checked by head office, then checked again in store before it is handed to me”.</p> <p> </p> <p>I find the service to be really poor! I will not stand to be bul**** by consultants because this is not my fault. The device sent to me was faulty, someone did not do their job, and I will not take the blame for it.</p> <p> </p> <p>I have been without a phone for almost a month now. I use it for work purposes as well as personal ends. I have been sent from pillar to post with no resolution and no one seems to be able to refer me to someone who can help. It is my consumer right to request a brand new device. It is Vodacoms right to offer me a refurbished on, but there is no way I can accept a device or the blame for a device that has not been refurbished properly.</p> <p> </p> <p>Do contact me immediately with a resolution, as I will be making further communication!</p> <p> </p>