Unacceptable customer service at Vodacom Key West

I got a Huawei P9 handset with my contract which was renewed on 31 March 2017. The handset came with 2 free screen repairs. I handed in the handset on 25 October to get the screen repaired which was superficially cracked.

Four weeks later, after successive inquiries about the status of the repair work, they informed me that they will not be replacing the screen but will exchange the phone for something similar. Herein lies my problem, they offered me a Huawei P10 lite with a "take-it or leave-it" attitude. Not only is the cost of the P10 lite much lower than that of the P9 but it also does not have the same degree of specifications of the P9. I tried to lodge a compliant but was only referred back to the Vodacom shop at Key West Mall.

It has now been 7 weeks since I have handed in my phone for the simple screen repair. According to the consultant at the Key West Vodacom branch, my dissatisfaction was taken up with head office and I have to date received no feedback. I would have been more than happy if they replaced my P9's screen as I really enjoyed the phone. I feel it is unacceptable to offer me a phone that is not of similar quality.

I have been a faithful Vodacom customer for close to 20 years and really expected more from their service and repairs department.