Upgrade Nightmare for *** and ***

<p>On 02/11/2016 I visited the Kenilworth store for the following:-</p> <p> </p> <p>1. Upgrade for 079 ********** : I wanted a Samsung as did not want to learn to use another phone and was said that best deal was S7 with free Samsung tablet – I was given no other options</p> <p>2. Upgrade for 082 ********** : I wanted a decent entry level phone and was offered the Huawei P8 lite, I was given no other options</p> <p>3. Mobile data device application : I was offered the LTE mobile data device of 10G p/m, I however then requested the one of 20G p/m which was said is R529 p/m</p> <p> </p> <p>I was advised that I could not get an upgrade as my credit had been revoked, no valid reason could be provided, except that it’s probably because I was an ex Altech Autopage client.</p> <p>On the same day I sent 3 months bank statements, copy of identity document and marriage certificate as requested via email.</p> <p> </p> <p>On 03/11/2016 I received an email to say the matter was escalated to the acquisitions department.</p> <p> </p> <p>On 07/11/2016 I was sent an email to say there was a delay because the copy is certified, I must send another copy, which I did</p> <p> </p> <p>On 12/11/2016 I received an email to confirm docs where in order</p> <p> </p> <p>On 15/11/2016 I received an email to say the devices where ready for collection</p> <p> </p> <p>On Friday, 18/11/2016 I visited the store to collect. I left with and paid for the following:</p> <p> </p> <p>- Huawei P8 LTE (black)</p> <p>- Admin Fee R150.00</p> <p>- Cover for Huawei Back R229.00</p> <p>- Cover for Huawei Front R189.00</p> <p>- Samsung Galaxy S7 Edge</p> <p>- Cover for Samsung Galaxy S7 Edge R599.00</p> <p>- The power battery pack</p> <p>- The Samsung TAB 3 Lite Bundle</p> <p>- Prepaid Sim card R148.50</p> <p>Total Cost R1465.50</p> <p> </p> <p>At no stage was it explained that the costs for admin fees would be upfront, but I settled the amount and left by 17:45</p> <p>Everything was copied from my previous Samsung to the S7 Edge and my old phone was wiped clean. I gave the phone away that evening.</p> <p> </p> <p>By 13h30 on Saturday, 19/11/2016 the S7 edge froze and started overheating. It continued to overheat and no buttons worked so I visited the store again that afternoon between 3.30pm to 4pm.</p> <p>The first guy that helped me could explain exactly what was happening without me saying anything, as he said it was the 3rd phone for the day where this had happened.</p> <p>The feedback I received from the next lady was that I signed a contract and it must go in for repairs – A BRAND NEW PHONE that I had for less than 24 HOURS!</p> <p>She also said that Vodacom does not offer load phones – but after I got upset as I was travelling for 3 days from the Monday and needed a phone desperately as I required Uber, Airbnb, etc she came from the back with a Sony Ericson</p> <p>She advised that it was a oldish phone, so I shouldn’t expect same features – I was fine as long as I had my emails and apps for travelling and whatsapp.</p> <p>She said she could not set this up on the phone, she had no idea why it was not connecting to the mobile network. So I left Vodacom that afternoon with a phone that could do none of the above and was extremely stressed about travelling.</p> <p>However Saturday night after playing around with the phone and settings, I managed to get it working.</p> <p> </p> <p>So all my extra data received was to set up new phone (S7) and then set up loan phone (S7), so when I get another phone will need to set up again. This whole matter has been extremely time consuming and costing me.</p> <p> </p> <p>Please see SMS updates received regarding the phone</p> <p> </p> <p>Thursday – Job no ********** 9 has been sent for a higher level repair to the Advanced Repair Centre</p> <p>Friday – Job no ********** 9 has been received at the Advanced Repair Centre</p> <p>Friday – Job no ********** 9 is currently in the assessment process at the Advanced Repair Centre</p> <p>Friday – Job no ********** 9 is currently in the quality assessment process at the Advanced Repair Centre</p> <p>Friday – Job no ********** 9 has been dispatched form the Advanced Repair Centre to Vodacom repairs Tygervalley</p> <p>Friday – Job no ********** 9 is ready for collection at the Vodacom repairs Tygervalley Please bring along your ID/Drivers for verification purposes</p> <p> </p> <p>How can this be for real? A brand new phone sent for repairs!</p> <p>I phone which left Kenilworth but I need to collect at Tygervalley!</p> <p>I will be debited the full amount tomorrow from my account but I have had a few hours use of the phone!</p> <p>I have accessories purchased that isn’t been used.</p> <p> </p> <p>This is absolutely ridiculous and a total *******, I really don’t think this whole process has been followed fairly.</p> <p> </p> <p>I would really appreciate your assistance in resolving this matter. I am extremely frustrated!</p> <p>On 02/11/2016 I visited the Kenilworth store for the following:-</p> <p> </p> <p>1. Upgrade for 079 ********** : I wanted a Samsung as did not want to learn to use another phone and was said that best deal was S7 with free Samsung tablet – I was given no other options</p> <p>2. Upgrade for 082 ********** : I wanted a decent entry level phone and was offered the Huawei P8 lite, I was given no other options</p> <p>3. Mobile data device application : I was offered the LTE mobile data device of 10G p/m, I however then requested the one of 20G p/m which was said is R529 p/m (I still have no idea if this has been approved or not)</p> <p> </p> <p>I was advised that I could not get an upgrade as my credit had been revoked, no valid reason could be provided, except that it’s probably because I was an ex Altech Autopage client.</p> <p>On the same day I sent 3 months bank statements, copy of identity document and marriage certificate as requested via email.</p> <p> </p> <p>On 03/11/2016 I received an email to say the matter was escalated to the acquisitions department.</p> <p> </p> <p>On 07/11/2016 I was sent an email to say there was a delay because the copy is certified, I must send another copy, which I did</p> <p> </p> <p>On 12/11/2016 I received an email to confirm docs where in order</p> <p> </p> <p>On 15/11/2016 I received an email to say the devices where ready for collection</p> <p> </p> <p>On Friday, 18/11/2016 I visited the store to collect. I left with and paid for the following:</p> <p> </p> <p>- Huawei P8 LTE (black)</p> <p>- Admin Fee R150.00</p> <p>- Cover for Huawei Back R229.00</p> <p>- Cover for Huawei Front R189.00</p> <p>- Samsung Galaxy S7 Edge</p> <p>- Cover for Samsung Galaxy S7 Edge R599.00</p> <p>- The power battery pack</p> <p>- The Samsung TAB 3 Lite Bundle</p> <p>- Prepaid Sim card R148.50 (doesnt seem like it was RICA'ed in store as it cant pick up network when inserted in phone)</p> <p>Total Cost R1465.50</p> <p> </p> <p>At no stage was it explained that the costs for admin fees would be upfront, but I settled the amount and left by 17:45</p> <p>Everything was copied from my previous Samsung to the S7 Edge and my old phone was wiped clean. I gave the phone away that evening.</p> <p> </p> <p>By 13h30 on Saturday, 19/11/2016 the S7 edge froze and started overheating. It continued to overheat and no buttons worked so I visited the store again that afternoon between 3.30pm to 4pm.</p> <p>The first guy that helped me could explain exactly what was happening without me saying anything, as he said it was the 3rd phone for the day where this had happened.</p> <p>The feedback I received from the next lady was that I signed a contract and it must go in for repairs – A BRAND NEW PHONE that I had for less than 24 HOURS!</p> <p>She also said that Vodacom does not offer load phones – but after I got upset as I was travelling for 3 days from the Monday and needed a phone desperately as I required Uber, Airbnb, etc she came from the back with a Sony Ericson</p> <p>She advised that it was a oldish phone, so I shouldn’t expect same features – I was fine as long as I had my emails and apps for travelling and whatsapp.</p> <p>She said she could not set this up on the phone, she had no idea why it was not connecting to the mobile network. So I left Vodacom that afternoon with a phone that could do none of the above and was extremely stressed about travelling.</p> <p>However Saturday night after playing around with the phone and settings, I managed to get it working.</p> <p> </p> <p>So all my extra data received was to set up new phone (S7) and then set up loan phone (S7), so when I get another phone will need to set up again. This whole matter has been extremely time consuming and costing me.</p> <p> </p> <p>Please see SMS updates received regarding the phone</p> <p> </p> <p>Thursday – Job no ********** 9 has been sent for a higher level repair to the Advanced Repair Centre</p> <p>Friday – Job no ********** 9 has been received at the Advanced Repair Centre</p> <p>Friday – Job no ********** 9 is currently in the assessment process at the Advanced Repair Centre</p> <p>Friday – Job no ********** 9 is currently in the quality assessment process at the Advanced Repair Centre</p> <p>Friday – Job no ********** 9 has been dispatched form the Advanced Repair Centre to Vodacom repairs Tygervalley</p> <p>Friday – Job no ********** 9 is ready for collection at the Vodacom repairs Tygervalley Please bring along your ID/Drivers for verification purposes</p> <p> </p> <p>How can this be for real? A brand new phone sent for repairs!</p> <p>I phone which left Kenilworth but I need to collect at Tygervalley!</p> <p>I will be debited the full amount tomorrow from my account but I have had a few hours use of the phone!</p> <p>I have accessories purchased that isn’t been used.</p> <p> </p> <p>This is absolutely ridiculous and a total *******, I really don’t think this whole process has been followed fairly.</p> <p> </p> <p>I wrote to Vodacom on 29 November 2016 for assistance in resolving this matter. I am extremely frustrated! No feedback. No contact from Vodacom Kenilworth also through this whole nightmare</p>