UNACCEPTABLE POOR LEVELS OF SERVICE AT VODA-SHOP LEPHALALE (ELLISRAS)

<p>End of 2015 I concluded a Vodacom-contract extension at Vodashop Lephalale (Ellisras) and received a Samsung Note 5 device with a two year warranty. Beginning of 2016 I started to use the cellphone but within a year the device failed to charge to more than 3%. The device did not even had one scratch on it. I took it for repairs to the same Voda Shop. I received a sms to collect it after weeks. I was told that the device was not repaired because I failed to accept the quotation, which I never even received. Then I took it to the same shop for repairs again. I received on 20 May 2017 a seven-day quotation for around R1,500 and was told that the battery is damaged because the device was used whilst charging. To get the device fixed I decided not to argue this lame excuse and a day later made the payment, and sent the payment confirmation to Rozel Louw on 22 May 2017. On 6 June I went back to the shop to enquire about the status of repairs. Cindy Setshedi informed me that the device is back but not repaired because I did not accept the quotation and paid for the repairs. I forwarded the email with payment confirmation to Cindy and she promised to send the device back to the Polekwane Repair Centre via courier. A month later on on 21 June 2017 I send an email to Cindy to enquire about the status of repairs. A couple of hours later I received call from Cindy telling me that the device is still not fixed and that the quotation to repair it escalated to about R4,500. I explained that this is firstly contractually unacceptable, the time delays indicate poor service and thirdly the device is still under warranty/guarantee. Then the Voda Shop Manager (Maud) called me and wanted me to discuss the situation with the Repair Centre. I refused and said this is not acceptable as I had a contract and a quotation which I accepted and paid. Maud also insisted the price I paid was just an estimate. I disagreed because the email from this Voda Shop clearly states that it is a quotation. That is where the conversation ended and I gave Maud one hour to come up with an acceptable solution. She did not come back to me in all probability is still laughing at the fool with a problem. I don’t want my money back. I need my phone repaired as per our contract. Alternatively I want a new Note 5. After 17 years with Vodacom having multiple contracts I need to confess that the service sucks, and if this issue is not quickly resolved are considering moving my business. It will be interesting to see if Vodacom SA cares enough about a loyal customer to assist in resolving this issue.</p>