********* business behaviour

I have had the most disgusting, *********, frustrating and the most unbelievable service from Vodacom.

My Experience

From: Motshidisi Shibambo Sent: 24 October 2017 11:01 AM To: Bileen Jackson; Nosipho Simelane Subject: FW: Quote

To whom it may concern;

On the 12th of October I visited one of Vodacoms outlet in Jabulani Mall to book in my phone for repairs. My phone was in good condition when I booked it in and the only thing that was broken was my screen. I have been paying Vodacom screen Insurance for the past 11 to 12 months and I was given the most disgusting, *********, frustrating and the most unbelievable service.

I was still using my phone when they took it, switched it off and gave me my sim card and the sim card lid for my iPhone.

Two days later my contact got a call from the insurance advising her of the below (see email no1 below from Matshidiso Miya). Yesterday I called them to find out why couldn’t they fix my phone and I was sent the below email, Which I only got Yesterday when I queried with them. They have my email address and I don’t understand why they couldn’t email the information to me. (Pathetic)

My next Move…

• I then called Voda on ********** and spoke to Israel who was unable to advise why they couldn’t fix my phone. • When I asked why he couldn’t tell me the reason, he said I (myself) should call Vodacom Jabulani Mall to find out why they can’t fix my phone. • He also advised that they only approve the insurance and don’t bother with the details.

I then called Jabulani Mall and spoke to Simon to find out why my phone couldn’t be fixed. He helpfully gave me a number to call and that’s when the real nightmare began. I called the number he gave me for Vodacom ( ********** ) and tried to lodge a complaint with Sibu Cele REF: time: 12:25 date 24/10/2017 She is the most rudest, unhelpful, clueless… (I have no words to describe her) consultant I’ve ever come across. She blatantly refused to lodge a complaint on my behalf. She also denied me my right to speak to a team leader or a manager or the second in charge. She told me that they were all not at their desks and that I’d have to give her my contact details (Which she had) so she can forward it to her team leader.

She then called Thato Tabane who also tried to assist but also would not allow me to lodge a complaint. He also sent me the below response (see email no:2)

• My phone never had power problems not even once. (What power problems are they referring to as I’ve never had such issues with my phone) • My screen was cracked and never affected anything on my phone. • I could still use my device and have proof that it was in a good condition when I booked it in. • I refuse to change my device for another one as my device is only 13 months old and never gave me problems. • I will NOT pay the difference for a second hand phone when I know that my phone can be fixed. (As it just a cracked screen)

Vodacom is forcing me to buy a second hand phone for R5014.86 and they advised that the insurance will pay R2500.00 and I should pay the difference. How *********!!

All I want is for Vodacom to fix my screen and not come up with stories I do not know of regarding my device.

EMAIL NO: 1

From: Matshidiso Miya ********** Sent: 23 October 2017 11:43 AM To: Motshidisi Shibambo Subject: Quote

Good Day As discussed, Please see attached estimate from Vodacom Repairs Jabulani. The total cost to exchange your handset with a refurbished / commensal unit is R5014.86. Your limit of cover on your screen policy is R2500. Excess payable is R150. R5014.86 (Cost for the refurbished/commercial unit) + R2514.86 (pay in )+ 150.00 (excess ) = R2664.86 To be paid by you. Regards, Matshidiso Miya Claims Agent Cellsure (Pty) Ltd 82 Wessel Rd, Metropolitan Office Park, Block H, Rivonia PO Box 4586, Rivonia, 2128 Tel: ********** 800 Fax: ********** 913/17 Authorised Financial Services Provider FSP Number: 16950 ******************************************************************************************************************************************

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From: ********** ********** Sent: 24 October 2017 08:19 AM To: Motshidisi Shibambo Subject: FW: EC-0C27-3K5YTW ********** 3(((((((((((( ********** ********** 0

Hi Motshidisi,

The unit has power problem and sensor proximity issues hence we cannot replace only the LCD.

The estimated quote to exchange the device is R5,014.86 and you will also get a 3 months re-repair warranty.

Please confirm if we should accept the quote.

I thank you.

Regards.

Thato

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