The Great Vodacom / Cellsure Runaround, 34 days and counting.......

<p>I have an iPhone 6s on contract from vodacom, with cellsure insurance. I have been a vodacom contract customer since early 2008, ( before with mtn for roughly 9 years.) </p> <p>Recently my phone screen cracked and i contacted cellsure to inquire if i was covered for this type of damage. I was told to book the phone in at my nearest vodacare outlet.</p> <p>As i live in randburg i took the phone to vodacare cresta and filled in all the necessary paperwork etc. this was on the 16th of november 2016. they told me that it would be sorted out by the following week. </p> <p> </p> <p><br />The date today is 20 December and i stll do not have my phone back. I have been given various excuses as to why my phone has not been returned.</p> <p>BTw i had to make the calls as there has been zero communication from either cell sure or vodacare.</p> <p> </p> <p><br />Here is the sequence of what I've been told after i received a job number via sms on 16 November 2016.</p> <p> </p> <p><br />(In order)</p> <p> </p> <p><br />1. that i will have to pay an amount of +-R5000 to have the screen replaced (after about 10 days)</p> <p>2. They had not yet assessed the damage after 1 week of the unit being in their possession.</p> <p>3. Cellsure had not yet had any correspondence with the workshop in centurion and were unsure as to the status of the phone (week 2)</p> <p>4. the unit had been assigned a new job number, and was in for repair.</p> <p>5. the vodacom repair shop was not qualified to work on apple products so the unit would be replaced (end of week 2)</p> <p>6. Repair shop were waiting for a new part as they didn't have any display replacements in stock.</p> <p>7. the repair shop had recently been moved and there is a backlog of work</p> <p>8. Cellsure has sent the authorisation for the repair on the 1/12/2016 and all communication from here on out is between the Repair centre and the client (received via email 8 december)</p> <p>9. Repair Centre still waiting for parts</p> <p>10. Email received from Repairs on 13 Dec. "Please note that we are waiting for a screen, which w(e should get tomorrow and then your IPHONE will be repaired tomorrow and dispatched. Should be at cresta on Thursday (13 December from repairs)</p> <p>11. Customer Care told me to email vodacom complaints (Monday 19 December 2016)</p> <p>12. Cellsure Said they would follow up (Monday 19 December 2016) ……..Still waiting……….</p> <p>13. Vodacare told me to phone Repairs and speak to manager Paul (who is never available to take Calls) (Monday 19 December 2016)</p> <p>14. Repairs told me that the Quote had not been approved by Cellsure. (Monday 19 December 2016)</p> <p>15. After sending this mail , posting on your Facebook page and tweeting @vodacom111 i have received the same useless information and was now told again that the repair Centre was waiting for parts (20 December)</p> <p>16. i have again posted on your Social Media, but no response.</p> <p>17. I tried to cancel 2 of the 3 accounts that i hold with vodacom, but "our systems are off-line". Wow!!!!</p> <p>18. Called head office to speak to someone Senior, but was transferred to "customer care"!</p> <p>20. Went to the vodacom shop (cresta) where i have been renewing my contacts since 2008 to cancel contract and was told that it could not be done from there. (really?? but yet i can start a brand new contract in less than an Hour?)</p> <p> </p> <p><br />I have made countless calls to these various Vodacom departments, and from what i gather nobody seems to know or care what has happened to my phone. </p> <p> </p> <p><br />Vodacom seems to be yet another major South african company that is riddled by incompetence and carelessness. Where Ceo's and Senior Staff hide behind redundant middle management, automated voice prompt services and hordes of clueless call centre employees.</p> <p> </p> <p><br />Its now 34 Day since i booked my phone in.</p> <p> </p> <p><br />What do i do now? </p> <p>Why is it that i cannot get a straight answer?</p> <p>Should i report the phone as ******?</p> <p>I am happy to change my service provider but i will not pay for a handset that is not in my possession. </p> <p> </p> <p><br />Please Respond with a solution!!!!!!</p> <p>I Have spend so much time and calls on this matter that i could've had it sorted at WEFIX in under 2 hours.</p> <p>How is it that vodacom has no interest in looking after a loyal customer?</p>