Terrible Service from Vodacom: From repairs to CEO

I purchased my Nokia 8 at the end of September/ beginning of October, from the Vodacom store in Watercrest Center, Waterfall. It worked wonderfully for a few months, then apps started crashing and the phone kept restarting and then hanging on restart. Thinking it was a software issue I did a few factory resets and the problems persisted. So I took it to the repair center in Durban on the 29th of January 2018. Where they did a full firmware reset for me while I waited. The phone started with the same problems, and by the Monday I could not use the phone. So Once again I drove down to Durban (30km drive) on the Friday 6th February 2018 where I was told it would need to go to the advanced repair center in Johannesburg.

On the 9th Of February 2018 it was back in Durban ready for collection. With the same result, all they had done was a firmware reset again, same problems resurfaced. So having picked it up and driven home again now I couldn’t even get past the updating screen. The phone just failed. So back I went to Durban to take the phone again. It went off on the 16th of February again to the advanced repair center, where they did the same thing again, hoping for a different result. The phone was back by the 21st of February 2018 and once again sent off with the same issue.

Finally they have decided to order some parts on the 27th of February 2018. So had they just done their jobs the first time I would now have my phone back and be a happy customer. As it stands I am livid and am still without a phone as they are yet to receive parts as they are on back order. I have been sitting without my phone now for over a month and a half due to basically useless service.

This was brought to the attention of the escalations department on the 16th of February 2018 and it was asked to motivate for a new phone or a refund. Which in my opinion is what should happen now. I did not receive any communication from the escalation department either. Just hung out to dry and hope something would happen. I really don’t want the phone back, as I suspect the repairs department is *********** and I will be getting back the same issues.

I then wrote to the CEO with this wonderful response (spelling mistakes and all): Good day Mr Perold

With reference to below the matter is n hand with Advance repair centre.

They are awaiting spares from the mabufacture before the repair can be fimalised.

We will compensate for the period the phone was not in your possession.

We apologise for the delay.

So it seems Vodacom is professional from top to bottom, this representative of the CEO couldn't even be bothered to check her spelling.