tM
tiny M
1 reviews | Active since Nov 2012
02 Dec 2020, 21:26
The phone is repaired but the problem is not resolved,.
I have an contract with Vodacom which is a year old. The phone is still under warranty. It started switching off and on on 21 November 2020. I handed it for repairs on the 22 November 2020 at Cresta Vodashop. The consultant was adamant to take my phone the reason being that I did the upgrade online/by telephone via the upgrade center. I was told to call the upgrade center to come and collect the phone from my house. I insisted that I won't do that as they are a Vodashop providing a service to their clients. The was received by Vodacom Repairs Fourways Mall for repairs on 24 November 2020. I Collected the phone from Cresta on Wednesday 02, December 2020 after 16h00. I couldn't even connect for 15 minutes and the phone switched off and froze for sometimes before opening the pin screen. After entering my pin, I could only login to my Samsung and Google account and it switched off again.
The problem is not yet resolved. When I handed it over for repairs I requested a loan/replacement until I get my phone back from repairs. The consultant told me that that is not the Vodacom policy. This is an inconvenience because I am using my phone for work as well. Working from home without a phone is such an inconvenience. Vodacom must give me a new phone because they can't fix the phone. I cannot continue to pay for a handset which is not working.
I am taking this phone to the Vodacom Repairs Fourways Mall tomorrow morning for a replacement. It is evident that the phone cannot be repaired. The mechanical parts replacement didn't resolve the problem.
I hope my query will be addressed urgently.
Disgruntled paying customer.
Helpful (0)
Replies (4)0
Replies (4)
Vodacom's replyOfficial
03 Dec 2020, 07:26 Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
Vodacom's reply03 Dec 2020, 07:26
Official
Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
tM
tiny M's updateReviewer Update
03 Dec 2020, 12:53The above response doesn't even attempt to respond to the issue of a loan phone. This a great concern because my job is affected. Can I get a clear answer on the loan phone which I need urgently.
I am not happy with the repairs done to the device. I spent two hours at the Fourways shop. They don't have loan and I was told that if I need a loan phone I must go to Head Office in Midrand. The fact that I spent two hours of which I was supposed to be working and be told to drive to Midrand made me insane. Can it be arranged that I get a loan phone delivered to my house. I cannot be paying for a device which is MALFUNTIONING. Month end the device amount will be debited without even considering that this device was not working and I didn't even have a loan phone to compensate for those days. Already this phone has not been working for 10 days. I need clarity on the device monthly amount which must go off my account at the of December.
The consultant told me that at most it can take almost two weeks to get my phone depending. The initial repair was a misdiagnosis, now it has to be send to head office for other engineers to assess it. I am perturbed by the service I am receiving.
I hope to get a response about the loan phone. I desperately need a phone because my job and day to day activities is compromised.
I am not happy with the repairs done to the device. I spent two hours at the Fourways shop. They don't have loan and I was told that if I need a loan phone I must go to Head Office in Midrand. The fact that I spent two hours of which I was supposed to be working and be told to drive to Midrand made me insane. Can it be arranged that I get a loan phone delivered to my house. I cannot be paying for a device which is MALFUNTIONING. Month end the device amount will be debited without even considering that this device was not working and I didn't even have a loan phone to compensate for those days. Already this phone has not been working for 10 days. I need clarity on the device monthly amount which must go off my account at the of December.
The consultant told me that at most it can take almost two weeks to get my phone depending. The initial repair was a misdiagnosis, now it has to be send to head office for other engineers to assess it. I am perturbed by the service I am receiving.
I hope to get a response about the loan phone. I desperately need a phone because my job and day to day activities is compromised.
tM
tiny M's update03 Dec 2020, 12:53
Reviewer Update
The above response doesn't even attempt to respond to the issue of a loan phone. This a great concern because my job is affected. Can I get a clear answer on the loan phone which I need urgently.
I am not happy with the repairs done to the device. I spent two hours at the Fourways shop. They don't have loan and I was told that if I need a loan phone I must go to Head Office in Midrand. The fact that I spent two hours of which I was supposed to be working and be told to drive to Midrand made me insane. Can it be arranged that I get a loan phone delivered to my house. I cannot be paying for a device which is MALFUNTIONING. Month end the device amount will be debited without even considering that this device was not working and I didn't even have a loan phone to compensate for those days. Already this phone has not been working for 10 days. I need clarity on the device monthly amount which must go off my account at the of December.
The consultant told me that at most it can take almost two weeks to get my phone depending. The initial repair was a misdiagnosis, now it has to be send to head office for other engineers to assess it. I am perturbed by the service I am receiving.
I hope to get a response about the loan phone. I desperately need a phone because my job and day to day activities is compromised.
I am not happy with the repairs done to the device. I spent two hours at the Fourways shop. They don't have loan and I was told that if I need a loan phone I must go to Head Office in Midrand. The fact that I spent two hours of which I was supposed to be working and be told to drive to Midrand made me insane. Can it be arranged that I get a loan phone delivered to my house. I cannot be paying for a device which is MALFUNTIONING. Month end the device amount will be debited without even considering that this device was not working and I didn't even have a loan phone to compensate for those days. Already this phone has not been working for 10 days. I need clarity on the device monthly amount which must go off my account at the of December.
The consultant told me that at most it can take almost two weeks to get my phone depending. The initial repair was a misdiagnosis, now it has to be send to head office for other engineers to assess it. I am perturbed by the service I am receiving.
I hope to get a response about the loan phone. I desperately need a phone because my job and day to day activities is compromised.
tM
tiny M's updateReviewer Update
03 Dec 2020, 13:13Depending on the fault.
tM
tiny M's update03 Dec 2020, 13:13
Reviewer Update
Depending on the fault.
tM
tiny M's updateReviewer Update
21 Dec 2020, 14:50Good day
My previous responses were totally ignored by the Vodacom team . I hope this follow up complaint and response after collecting the device for the second time will receive the attention and be treated with urgency.
Please note that I collected my phone from the Vodacom Shop in Fourways today Monday 21, December 2020. The same problem still exists. The engineer report says "THE DEVICE CAN BE REPAIRED UNDER THE SECOND YEAR WARRANTY , THIS DEVICE IS NOT A SPECIFIC NEEDS DEVICE". I am not sure what this engineer report mean. Please explain/clarify in details what does this mean in layman's terms.
The problem still exists despite the above report by the engineer. Can Vodacom repair team/contract/sales and account teams tell what to do with a device which is dysfunctional. It switches off every 5 mins. Will I be reimbursed for a dysfunctional device. AM I EXPECTED TO PAY FOR DYSFUNCTIONAL DEVICE?
The non efficiency and not being able to fix the device and the audacity to send back to me signed off as repaired is disheartening. I am still left with almost 8 months with this contract and a malfunctioning device.
I need a replacement /new device because I am still paying for this device. The engineers in Head Office - Midrand cannot fix this phone either.
I have been with Vodacom for more than 20 years and this is the kind of service that I receive. This is despicable and shows lack of respect and for your customers.
DISGRANTLED... I hope my complaint will be attended to.
My previous responses were totally ignored by the Vodacom team . I hope this follow up complaint and response after collecting the device for the second time will receive the attention and be treated with urgency.
Please note that I collected my phone from the Vodacom Shop in Fourways today Monday 21, December 2020. The same problem still exists. The engineer report says "THE DEVICE CAN BE REPAIRED UNDER THE SECOND YEAR WARRANTY , THIS DEVICE IS NOT A SPECIFIC NEEDS DEVICE". I am not sure what this engineer report mean. Please explain/clarify in details what does this mean in layman's terms.
The problem still exists despite the above report by the engineer. Can Vodacom repair team/contract/sales and account teams tell what to do with a device which is dysfunctional. It switches off every 5 mins. Will I be reimbursed for a dysfunctional device. AM I EXPECTED TO PAY FOR DYSFUNCTIONAL DEVICE?
The non efficiency and not being able to fix the device and the audacity to send back to me signed off as repaired is disheartening. I am still left with almost 8 months with this contract and a malfunctioning device.
I need a replacement /new device because I am still paying for this device. The engineers in Head Office - Midrand cannot fix this phone either.
I have been with Vodacom for more than 20 years and this is the kind of service that I receive. This is despicable and shows lack of respect and for your customers.
DISGRANTLED... I hope my complaint will be attended to.
tM
tiny M's update21 Dec 2020, 14:50
Reviewer Update
Good day
My previous responses were totally ignored by the Vodacom team . I hope this follow up complaint and response after collecting the device for the second time will receive the attention and be treated with urgency.
Please note that I collected my phone from the Vodacom Shop in Fourways today Monday 21, December 2020. The same problem still exists. The engineer report says "THE DEVICE CAN BE REPAIRED UNDER THE SECOND YEAR WARRANTY , THIS DEVICE IS NOT A SPECIFIC NEEDS DEVICE". I am not sure what this engineer report mean. Please explain/clarify in details what does this mean in layman's terms.
The problem still exists despite the above report by the engineer. Can Vodacom repair team/contract/sales and account teams tell what to do with a device which is dysfunctional. It switches off every 5 mins. Will I be reimbursed for a dysfunctional device. AM I EXPECTED TO PAY FOR DYSFUNCTIONAL DEVICE?
The non efficiency and not being able to fix the device and the audacity to send back to me signed off as repaired is disheartening. I am still left with almost 8 months with this contract and a malfunctioning device.
I need a replacement /new device because I am still paying for this device. The engineers in Head Office - Midrand cannot fix this phone either.
I have been with Vodacom for more than 20 years and this is the kind of service that I receive. This is despicable and shows lack of respect and for your customers.
DISGRANTLED... I hope my complaint will be attended to.
My previous responses were totally ignored by the Vodacom team . I hope this follow up complaint and response after collecting the device for the second time will receive the attention and be treated with urgency.
Please note that I collected my phone from the Vodacom Shop in Fourways today Monday 21, December 2020. The same problem still exists. The engineer report says "THE DEVICE CAN BE REPAIRED UNDER THE SECOND YEAR WARRANTY , THIS DEVICE IS NOT A SPECIFIC NEEDS DEVICE". I am not sure what this engineer report mean. Please explain/clarify in details what does this mean in layman's terms.
The problem still exists despite the above report by the engineer. Can Vodacom repair team/contract/sales and account teams tell what to do with a device which is dysfunctional. It switches off every 5 mins. Will I be reimbursed for a dysfunctional device. AM I EXPECTED TO PAY FOR DYSFUNCTIONAL DEVICE?
The non efficiency and not being able to fix the device and the audacity to send back to me signed off as repaired is disheartening. I am still left with almost 8 months with this contract and a malfunctioning device.
I need a replacement /new device because I am still paying for this device. The engineers in Head Office - Midrand cannot fix this phone either.
I have been with Vodacom for more than 20 years and this is the kind of service that I receive. This is despicable and shows lack of respect and for your customers.
DISGRANTLED... I hope my complaint will be attended to.