Terrible service

<p>It’s been 2 days since posting the below complaint on Facebook, and 12 days without a phone and I still haven’t received constructive feedback.</p> <p> </p> <p>"We tried calling you without luck and your husband does not have some of the details required to look into your query. Please provide us with the Job Number and we will have the team look into it. ^LK"</p> <p> </p> <p>"I called your husband.</p> <p>I have escalated this matter to the Repair Team.</p> <p>Once feedback is received we will be in touch.</p> <p>^TW"</p> <p> </p> <p>"I have requested the Coordinator handling your query to make contact with you and advise you.They should be able to confirm the ETA.</p> <p>^XS"</p> <p> </p> <p>I have been very patient, but this is getting out of hand and as you can imagine, I am extremely frustrated with your service and with this process.</p> <p> </p> <p>Dear Vodacom,</p> <p> </p> <p>I hope this letter finds you well.</p> <p> </p> <p>My husband and I have been very loyal customers of your for about 10 years, and the service received during these years has been pleasant.</p> <p> </p> <p>However, for the past two weeks I have been highly disappointed in your services up to the point where I have no alternative but to lodge a hello peter complaint.</p> <p> </p> <p>On Thursday, 25th August I went to the Vodacom shop in Centurion Mall and spoke with Wayne about my upgrade and the options I have.</p> <p> </p> <p>I told him that I would like to have a new phone with a better camera, and he suggested that I take the LG G5 on the Flexi 350 contract not knowing anything about the new phone, as I trusted him being the expert. I agreed and took his professional and friendly advice and we completed the process on Saturday morning the 27th August.</p> <p> </p> <p>I switched on the phone that same day at around 18:00 the evening. I followed all the steps to ensure that all the required settings are completed. I left the phone on our dining room table and went to bed. The next morning I made one call to my cousin’s phone which he misplaced. The duration of this call was probably 5 seconds if not less. I then took the phone with me to buy breakfast, and whilst driving I mentioned to my husband that the phone is very hot – as if it was on charge for several days, which of course it wasn’t. The phone eventually went off and I charged the phone for about 4 hours when we got home later the Sunday morning, 28 August.</p> <p> </p> <p>The phone was completely dead and I took it back to the Vodacom shop. The consultant assessed the phone and found that the phone has water damage. ?????? This is a complete shock. I had the phone for 24 hours, and it wasn’t even switched on for 5 hours. I am extremely cautious when it comes to my phone, especially a brand new phone. I have no knowledge of any water or water drops that might have come into contact with this phone. If, and I mean IF any water were present, it surely weren’t worth mentioning.</p> <p> </p> <p>I burst into tears, knowing that water damage is not covered by the 7-day warranty. Immediately I’m thinking, how on earth I am going to prove to you that this is not my fault.</p> <p> </p> <p>I was advised to hand in the phone at repairs and wait for feedback. On Wednesday, 31 August I went to see Ewert who is the Vodacom Store Manager at Centurion Mall and explained my situation and concerns to him. He was very friendly, understanding and helpful and advised that he will get into contact with me on Monday, 5 September. I haven’t heard anything from him, neither from the repairs to date. I’ve been without a phone 10 days, and please keep in mind that my upgrade contract was activated on the 1st September. Ewert advised that it’s not possible for him to stop or cancel the upgrade.</p> <p> </p> <p>Please understand from my (the clients) point of view, that I have almost no knowledge about phones or electronics. My goal / objective for this upgrade are to have a phone with a good camera and to pay less per month.</p> <p> </p> <p>During this unpleasant and very irritating period, o one offered me a spare phone, or solution. I was stuck on the highway the other day and could not call my husband or any emergency services to assist me. This is not service! For a customer who has always paid their accounts, my husband who pays nearly R1000 a month is also to such a point where we want to cancel all our contracts with you. I need to call Vodacom daily and ask for updates, no one calls us. Seriously!</p> <p> </p> <p>I have done some online research about the LG G5 and found the following two different reviews:</p> <p> </p> <p>1) The LG G5 is not water resistant. In fact, it might be more vulnerable to water than any modern phone. There are no rubber seals around its removable module, which makes us worry that it is extra easy for water and dust to get inside the G5. We also don’t know how it will stand up to drop tests, since it’s essentially two pieces instead of a single unibody frame like the Galaxy phones.</p> <p>Read more: http://www.digitaltrends.com/m…/samsung-galaxy-s7-vs-lg-g5/…</p> <p> </p> <p>2) The modular system also hampers the build quality of the device. Both parts of the phone don’t quite fit flush together; there’s an ever-so-slight gap between the two. It’s minimal, but wide enough that I can see light filtering through.</p> <p>Read more at http://www.trustedreviews.com/lg-g5-review…</p> <p> </p> <p>I have also found the following few Hello Peter complaints regarding the LG G5 and LG G4:</p> <p> </p> <p>1) My 1 month old LG G5 was sent for repairs twice. Would not charge. Barely even used the cellphone but Im being charged for having a faulty phone with spares being ordered. Apparently something was replaced from the 1st repair but the problem still persisted. Vodacoms service is pathetic but so is LG.</p> <p><br /> 2) I handed in my phone at vodacom with software issues. iIt charged and went on, but after a while froze after I I plugged it in at my computer. They handed it back to me at told me that it was water damage. now it won’t even go on as it used to! THEY BROKE MY PHONE AND DON'T REPLY ON MY ENQUIRY EMAILS!!!!!!!</p> <p><br /> 3) My LG G4 phone stopped working after just a view months. It won't switch on and is totally unacceptable. I have taken the phone back to the service provider and they told me it was the 7th one this month. They also told me that it would take at least 14 working days to repair.I would like to know how LG is going to recompensate their customers? We are left without our mobile devices while our service providers keeps charging us our full months fee (even though we don't even have a phone for half of the month)</p> <p><br /> 4) On this day 24 Feb 2016 I just placed my LG G4 on charge and it froze, I took the phone to MTN Paarl on the same day,The thing is I have this phone since July 2015 and now I cant use it anymore because of problems the phone is giving me. After 3 weeks i got my phone back from MTN Paarl and they told me their repair centre had it checked out i paid R400 and waited for 3 weeks, they told me my phone had water damage but the phone still went on before and after i got it back form MTN Paarl, it only showed the LG when i putted in the phone,i took the phone to an LG store in Cape Town Canal Walk where they told they dont fix phones anymore, i must go to someone named Mario in Milnerton, he also told me the phone had water damage but the phone still went on i cound'nt understand a phone that has water damage is supose to be completely dead!!!!! after all these troubles i went through with LG and MTN Paarl the phone just went dead and its not in working order anymore doesnt want to go on,after a month or two i had it checked out the phone is now completely dead. I've put my trust in this product and now it can't be fixed.I don't think it is fair.Very poor device by LG.</p> <p><br /> 5) As what you should and or must be aware of by now . LG G4 phones is in a total mess. My wife and I , are users of the LG G4 phones. My wife phone is currently in for repairs for the longest period I ever experienced ie in excess of 4 months . Wow LG ( LIFE IS GOOD). Some background The LG G4 phones android system been set on KITKAT, the latest update is Marshmallow, the LG G4 phones cannot handle the latest update , hence the phones just shut down. This been confirmed by a LG Technician at Vodacom the Glen. The genaral answer to all consumers by LG "your phone has water damage".I cannot comprehend that the all LG G4 users phones will have water damage . The next answer is its your body heat, moist etc . When i took my phone to Vodacom the Glen, we been told the techincian is not in , and they cannot take the phone. We proceeded to the next Vodacom shop in the GLen, there we met the LG technician . He inspected the phone , and confirmed that there is no waterdamage , because the indicators on the phone is white . If there is water damage the indicators will be red. The technician then confirmed that the updates is the cause of the problem. If LG reset the phone to android "KITKAT" operating system , the Marshmallow operating system must still be downloaded, and we are back to square 1 , the phone will just shut down. If the G4 being set not to download the latest update , then the phone will more than likely shut down , for the mere reason that andriod phones will require latest updates , to enable the phone apps and operating system to work . So I dont think to reset the phone to "KITKAT" is the solution. Vodacom, then ask us to sign an indeminity forms . We refused to do , I cannot understand , why should we sign now indeminty forms , after all these complaints of LG G4 phones been received and or mounted . No LG, please consider the consumers and assist us with your LOGO , LIfe is Good. Its after all the consumers that buys, and suppport the brand , and without us as consumers , surely there will be no contracts and or selling/buying of the cell phones. LG i wopuld suggest , safe your brand of LG Phones, and hear the outcry of the consumers , and recall all the LG G4 phones .</p> <p><br /> “Water damage” seems to be a common excuse for these phones not functioning properly.</p> <p> </p> <p>Never mind the several complaints about the Boot Loop issue this phone has and complaints regarding this too.</p> <p> </p> <p>In conclusion, I had the phone for a day and haven’t even has the chance to properly assess the phone. The LG G5 is clearly a poor quality phone. I have stopped counting the number of times my Samsung has fallen, and got spilled water on – this phone is still as good as new. If indeed some water or liquid substance did get into contact with the LG G5 it is even more reason to believe that the quality of this phone is extremely poor.</p> <p> </p> <p>Who is to say that the phone wasn’t handed to me with water damage?</p> <p> </p> <p>I believe that a phone can still work for a while before it goes completely dead.</p> <p> </p> <p>If necessary, I’ll even get an affidavit as proof that I did not cause water damage to this phone and that the phone is of poor quality.</p> <p> </p> <p>I am certain that I am liable to cancel my upgrade with you, or choose a different phone.</p> <p> </p> <p>I will not be held responsible for the costs involved to repair or replace this device.</p> <p> </p> <p>Please get into contact with me urgently!</p> <p> </p> <p> </p>