Unbelievable

Hi Vodacom

Your exceptional customer service continues.

I was requested to send my number on the 15.01 so that someone could get back to me, Im still waiting for your phone call, what i am able to tell you is that I recieved a SMS stating that my query has been resolved, Im not sure with who. REF#:EC-1RTJ-2CK9L4

PLEASE CAN I HAVE SOMEONE ASSIST ME AND CALL ME ON ********** OR ********** 450

My wife visited a Vodacom branch on the 18 December 2018 and purchased a PANZER GLASS screen protector (R500) which was faulty as it would not properly stick to the phone, on the same day she returned to the store and was assisted by Thabo who acknowledged the issue and issued her with a new protector which again was faulty. She was advised that PANZER GLASS the product owners were closed for December and she needs to return to Vodacom on the 3rd Of January so that they could call PANZA and see what the solution for this would be but in the interim keep the protector AND REMOVE YOUR PHONES COVER to prevent the protector from lifting. Unfortunately on the morning of the 31st of December she dropped her phone. The screen guard shattered and her screen was cracked. She then re-visited the Vodacom store and spoke to the store manager Kebapeste who again acknowledged it was an error from their side and my wife would be entitled to a full refund of her R500 however because they never had the cash available in the till she instructed a consultant by the name of “Mangi” to take my wife’s details and call her back once the money became available + when PANZER GLASS reopened on the 3rd of January they would escalate the matter to them again as the phones screen was now cracked WHICH HAD A PANZER GLASS GUARD ON IT. Fast forward to the 14th of January 2019 we had still not received feedback from Vodacom and had to visit the store for the 4th time. When we arrived we spoke to Thabo who was finally able to speak to one of his contacts from PANZER GLASS, an individual by the name of Boy. Boy spoke to my wife and advised that matter would be escalated to his manager at PANZER GLASS. When requesting for a turn-around time she was told that “im not able to tell you that, it depends on when the manager will be available to get back to you” not satisfied with his answer she then requested that Boy keep her updated as to the progress of her complaint daily, he agreed. The Vodacom store manager was still on leave and Mangi the consultant who was originally meant to get back to my wife on the 31st of December advised as far as the refund is concerned they are not able to assist because his manager is still on leave and is the only one that could approve it, when I asked him “But you were instructed by your manager on the 31st of December to call us and come get the cash you didn’t, why is this?” (Mangi was included in the conversation about the refund) his response was as follows and I quote: “Yes she did say you would get the refund and I was supposed to call but I can’t remember why I didn’t, it must have slipped my mind” needless to say we left the store frustrated once again. Today, the 15th of January 2019 by 10:00( 24 hours after originally speaking to him) Boy from PANZER GLASS still hadn’t called to give us an update so for the 5th time we went to the Vodacom store and the manager (Kebapeste )was available. After waiting 15 minutes for her to assist We went through the whole story again and she contacted Boy who said “he was waiting for my wife’s contact details from the store hence he could not give her an update but he would escalate the matter TODAY, his manager would be in contact with us as soon as possible but because the phone fell which is her fault the screen guard did its job and she could not be refunded. Mystified I then called Boy off my personal number to understand what is actually happening he first of all advised that he was only made aware of the matter on the 14th of January as they were closed (AFTER ORIGINALLY BEING TOLD PANZER GLASS WOULD OPEN ON THE 3RD OF JANUARY) already PANZER GLASS and Vodacom’s understanding of their own business was in disrepute. By now doubting if these employees actually know what they doing I requested to speak to his manager “I don’t know where my manager will be so you can’t speak to anyone but me” basically telling me that I just need to wait until they able to call me, even though our “query” is originally from the 18th of December (almost a full month later) One and a half hours later I again receive a call from Boy who advised that you can visit the Vodacom branch (for the 6th time) and you can get your refund.

(1) The refund which is due to me regardless is My R500.I paid for something Vodacom acknowledged is faulty (TWICE) and could not assist me in getting a proper cover of quality to PROTECT my SCREEN from damage (2) Boy has advised there is nothing they can do about the phones screen because “they have sold lots of screen guards that are quality “so the best he can do is refer me somewhere to get my screen fixed at my own cost, also eluding to the fact that “a phone needs to be looked after” (3) If the Screen guard served its purpose the screen would still be intact and by giving me the refund you are acknowledging that (4) The quality of the customer service we’ve received from Vodacom over the last month is comedic. The nonchalant attitude we got from Mangi on the 14th is shame-full not to mention the manager who today told us “we cannot give you the refund because you dropped the phone” ? Yes the phone was dropped, that’s not being disputed but is a R500 protector not there to prevent the screen from cracking?” ISNT THIS WHY I SPENT R500 ON YOUR PRODUCT?” (5) As far as im concerned between Vodacom and PANZER GLASS responsibility needs to be taken for having my screen replaced. They now expect me to spend in excess of R3000, this after acknowledging you had given me 2 faulty screen protectors, making me wait 14 days and basically saying to me “we agree we sold you sub-standard merchandise, sorry here is your R500, unlucky about your screen you need to sort it out. DISGUSTING!!!