Unhappy

<p>I took my phone in to Vodacom Woodlands to start the process to claim for a damaged screen on Tuesday 20 September 2016. I have insurance with Vodacom, but wasn’t sure how it works as I haven’t claimed before. The consultant told me to complete a book-in form and claims form. He told me that the Insurers will contact me in the next day or so. I gave my work number as I don’t have a spare phone to use.</p> <p>When I hadn't heard anything from the insurance by Thursday 22 September, I went to the Vodacom shop in Irene to find out what’s going on. I got the insurers number and phoned them directly. The lady that I spoke to explained to me that there is nothing she can do until she gets the claim form. I then went back to Vodacom Woodlands to find out why the form wasn’t sent yet. Another consultant explained to me that they can only submit the form to the Insurance when the damages have been assessed. He told me that it can take up to 21 working days for this to be done. Shocked that this information wasn't given to me on the book-in day.I queried about a loan phone.</p> <p>He explained that Vodacom Woodlands don't have any loan phones available and that I should try Vodacom Menlyn....Desperate I went back to Vodacom Irene to find out if they have loan phones. Unfortunately Vodacom Irene also doesn't have a loan phone for me and now I find out that apparently the only store that can offer me a loan phone is the Centurion branch and because Woodlands sends there phones to be assessed in Potchefstroom I will now not have a phone for I don’t know how long. </p> <p>I am angry, if the consultant told me from the beginning that this will be the time period, I would not have handed it in then. Come on? How do you take in phones for at least 21 working days to be assessed not even fixed without informing the client or better even yet offer a loan phone?</p> <p>Worst part is when I asked the Manager at Vodacom Woodlands about a loan phone, she said they don't have any working phones available. What? Don’t you guys fix the phones? Don’t you have processes in place to prevent this problem? The least you can do is offer to phone another branch and see if you can arrange something for the client instead of saying "go check menlyn they might have";"all our current loan phones are broken" Really is that how much my business means to you? </p> <p>And quiet honestly the consultant that booked my phone in didn't even know how to remove the passcode of the phone and doesn't understand when you remove the sim that there will be no working internet on the phone? Instead, asking me to put my app store password in 4 times, because the phone isn’t accepting the code as there is no internet?</p> <p>So it seems like now I am going to be without a phone for a while, Just feels wrong that this is my problem when it shouldn't be.</p> <p> </p>