UNACCEPTABLE!!! THERE IS NO EXCUSE FOR THIS!!

Well hi, I am actually I can’t give Vodacom repairs in New Market minus stars for my “lovely” experience in dealing with them. So on the 24th of October I sent my iPhone 6 in for repairs because it had been compromised ( or hacked if you will). The phone is not even a year old so it’s technically still under its 1 year warranty because IT WAS NOT MY FAULT MY PHONE GOT COMPROMISED. It was fine until I tried to upgrade my software to the new IOS 13 and half way through the upgrade it switched off and restarted like it had completed the update. But when I looked I saw it was still on 12.4.3 and it said “software up to date” which I knew wasn’t correct. So I started to notice after that in the faint background you could see my keyboard and you could see it was in WhatsApp, when I know I was not the one that was in WhatsApp, you could see my keyboard and the chat with everything integration I was doing with the phone. Not only that but when I went into settings and into general it had showed me the tab “Profiles” and I was confused. So I went into the tab and it was blank. I went out of settings and closed it so it was not working on the background and I went back into settings and general and “Profiles” had just disappeared. So I looked it up online and I found out my phone was being REMOTELY MANAGED. I don’t know who it was doing it but someone was spying on everything I did on my phone. I had explained this to VODACOM REPAIRS, I HAD EVEN SHOWED THEM ALL MY EVIDENCE TO SUPPORT MY WORDS not only that but the device only could FACTORY RESET IF IT WAS CONNECTED TO AN INTERNET CONNECTION, that should have been their first clue. Then when they looked for my warranty on the phone it was there, a few days later I get a call to tell me to deactivate my “Find my iPhone “ because they can’t book it in if it’s connected. So I told them I took find my iPhone off and there is no device connected. They said okay and they looked and find my iPhone was still activated. I had told them my phone was hacked and there is no device connected to my find my iPhone and they told me iPhone can’t be hacked. And I logged onto my iCloud account with them on the phone with me and i went through everything with them THERE WAS NO DEVICE CONNECTED AT ALL. but they didn’t believe me.. then they somehow managed to remove it, and when they did they called me to say my warranty had disappeared off the phone. And I told them that. I got the phone in APRIL OF THIS YEAR MY WARRANTY WAS GOING TO EXPIRE ON THE 20/4/2020. So they called the vodacom shop I received the phone from and got the proof of purchase which just confirmed the fact that it was not a year old yet and was still in warranty. So they book it in then it gets escalated to advanced repairs and that took awhile so it was almost literally 2 weeks waiting. I get my phone back AND WHAT DO YOU KNOW THEY DID NOTHING ON THE DEVICE. The screen was not only still lifting but it was still stuck on IOS 12.4.3. So I took it back and they booked it in again with everything like they did the first time, but then on the job recipient card it said I HAVE TO PAY R53 BECAUSE I HAD TO REBOOK MY PHONE IN. Please explain why I have to pay for it WHEN THEY HAD DONE NOTHING ON THE DEVICE TO BEGIN WITH. And now today I get told my phone is ready for collection but it’s BEYOND ECONOMICAL REPAIR AND IF I DONT HAVE INSURANCE ON MY PHONE THEN NOTHING CAN BE DONE!!!??? PLEASE EXPLAIN TO ME WHY NOTHING CAN BE DONE WHEN FIRSTLY ITS STILL UNDER ITS 1 YEAR WARRANTY SECONDLY IT WAS NOT MY FAULT THAT MY PHONE GOT COMPROMISED!!!????? So now not only would I have to pay for a new device but Now there’s a contract Thats still being paid for as well as the device handset AND I CANT USE THE PHONE!!???? Sadly this is not the first phone that I have booked in for repairs where either nothing has been done on the devices or they can’t give me a new phone because they devices have had major issues. This is also not the first phone we booked in that was compromised and WE GOT THE SAME RESPONSE THEY CANT FIX IT.. funny thing is we have over 5 contracts with vodacom and have been with them for more than 15 years if not longer and the only thing we seem to get in return is ****!!!! Please explain to me why we should even stay with the network any longer if this is all we get. I’m not happy at all and neither is my mom for that matter. If nothing gets done I will be posting review after review until it gets sorted out to our satisfaction.

Job number: ***0 date:4/11/2019 Job number: ***3 date: 24/10/2019