KM
Katiso M
1 reviews | Active since Oct 2019
24 Feb 2024, 15:34
Urgent Attention Required: Unacceptable Service and Unjustified Charges
This is an escalation of my disappointment since the last complaint I lodged. I am therefore writing to express my profound dissatisfaction with the repair service provided by Vodacom. Despite initiating a repair request for my phone last year, I was informed that the necessary parts were unavailable, leaving the matter unresolved.
It was only upon escalating my concerns to HelloPeter on the 10th of January 2024, that Vodacom Repairs suddenly located the required parts. However, I was subsequently presented with an unexpected bill of R1700, which I find unjustifiable for the following reasons:
1. Despite being informed last year that my phone couldn't be repaired due to missing parts, I exercised patience while awaiting a resolution. It was only after external intervention that the parts were miraculously found, raising concerns about the transparency and efficiency of the repair process. 2. The inconvenience endured over the past 10 months cannot be overstated. I have dedicated significant time and effort to following up with Vodacom, endured the frustration of a non-functioning device, and continued to make monthly payments for this device. How does Vodacom allow its valuable customers to continuously pay for a service not received?
The lack of accountability and failure to provide a seamless resolution to this matter is deeply disappointing. As a loyal customer, of over 20 years, I expect a higher standard of service and a swift resolution to this ongoing issue.
I urgently request Vodacom to reassess its approach and take immediate steps to rectify this situation.
I anticipate your prompt attention to this matter and a satisfactory resolution at the earliest convenience without further delay
Helpful (0)
Replies (2)0
Replies (2)
Vodacom's replyOfficial
25 Feb 2024, 12:52Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
Vodacom's reply25 Feb 2024, 12:52
Official
Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
KM
Katiso M's updateReviewer Update
25 Mar 2024, 20:51This is my third complaint regarding the same issue.
I am writing to express my deepest frustration. On February 29th, 2024, I received a call from a Vodacom representative confirming that my cellphone had been repaired and was ready for collection at the branch. However, during the call, it was suggested that Vodacom would only compensate me for three months, corresponding to the period my phone was allegedly malfunctioning. I argued that my phone had been dysfunctional for a much longer duration, making it unfair to limit compensation to only three months.
To provide context, upon initially attempting to have my phone repaired, I was informed by two employees that the store was closed for renovations. Upon returning later, I was able to submit my phone for repairs, only to be told at a later stage that the necessary parts were unavailable.
I am left questioning why my phone could not be promptly repaired from the outset and why action was taken only after I reached out to HelloPeter. Shouldn't the prolonged inconvenience I have experienced be taken into consideration?
The representative who contacted me on February 29th, 2024, assured me that they would investigate the timeline of my repair submission and provide me with feedback promptly. However, to date, I have not received any updates.
Taking matters into my own hands, I visited the branch and spoke with a manager named Frank or France, who confirmed that my phone was indeed repaired and available for collection. However, he mentioned that compensation approval was pending. Despite this assurance, I am still without a cellphone, have not received any communication, and remain unclear about the reasons for the delay.
This ongoing situation is causing significant further delay and frustration for me, and I urgently seek a resolution.
Furthermore, even after this entire ordeal, I continue to be deducted the monthly fee for a phone that doesn't work. It's been almost a year since the issue began, and I'm left questioning where the compensation story is heading. It feels like a never-ending runaround, aimed either at keeping me paying for the phone until my contract ends in June 2024 or simply to exhaust me into submission.
The crux of the matter is that this matter has made my family and I reconsider the possibility of staying with Vodacom as a trusted service provider. After 20 years of loyalty, I'm deeply upset and disheartened by this entire ordeal.
So its therefore imperative that Vodacom resolves this matter swiftly, not solely because of my longstanding loyalty as a customer, but because it's the right thing to do. Despite my decision to part ways with Vodacom or not, I implore you to prioritise resolving this issue promptly and fairly.
Continuing to drag out this situation or exploiting the fact that I might or might not be returning as a customer regardless of the outcome is not only ********* but damages the reputation of Vodacom. It's crucial to uphold integrity and demonstrate a commitment to customer satisfaction, irrespective of future business prospects.
I am writing to express my deepest frustration. On February 29th, 2024, I received a call from a Vodacom representative confirming that my cellphone had been repaired and was ready for collection at the branch. However, during the call, it was suggested that Vodacom would only compensate me for three months, corresponding to the period my phone was allegedly malfunctioning. I argued that my phone had been dysfunctional for a much longer duration, making it unfair to limit compensation to only three months.
To provide context, upon initially attempting to have my phone repaired, I was informed by two employees that the store was closed for renovations. Upon returning later, I was able to submit my phone for repairs, only to be told at a later stage that the necessary parts were unavailable.
I am left questioning why my phone could not be promptly repaired from the outset and why action was taken only after I reached out to HelloPeter. Shouldn't the prolonged inconvenience I have experienced be taken into consideration?
The representative who contacted me on February 29th, 2024, assured me that they would investigate the timeline of my repair submission and provide me with feedback promptly. However, to date, I have not received any updates.
Taking matters into my own hands, I visited the branch and spoke with a manager named Frank or France, who confirmed that my phone was indeed repaired and available for collection. However, he mentioned that compensation approval was pending. Despite this assurance, I am still without a cellphone, have not received any communication, and remain unclear about the reasons for the delay.
This ongoing situation is causing significant further delay and frustration for me, and I urgently seek a resolution.
Furthermore, even after this entire ordeal, I continue to be deducted the monthly fee for a phone that doesn't work. It's been almost a year since the issue began, and I'm left questioning where the compensation story is heading. It feels like a never-ending runaround, aimed either at keeping me paying for the phone until my contract ends in June 2024 or simply to exhaust me into submission.
The crux of the matter is that this matter has made my family and I reconsider the possibility of staying with Vodacom as a trusted service provider. After 20 years of loyalty, I'm deeply upset and disheartened by this entire ordeal.
So its therefore imperative that Vodacom resolves this matter swiftly, not solely because of my longstanding loyalty as a customer, but because it's the right thing to do. Despite my decision to part ways with Vodacom or not, I implore you to prioritise resolving this issue promptly and fairly.
Continuing to drag out this situation or exploiting the fact that I might or might not be returning as a customer regardless of the outcome is not only ********* but damages the reputation of Vodacom. It's crucial to uphold integrity and demonstrate a commitment to customer satisfaction, irrespective of future business prospects.
KM
Katiso M's update25 Mar 2024, 20:51
Reviewer Update
This is my third complaint regarding the same issue.
I am writing to express my deepest frustration. On February 29th, 2024, I received a call from a Vodacom representative confirming that my cellphone had been repaired and was ready for collection at the branch. However, during the call, it was suggested that Vodacom would only compensate me for three months, corresponding to the period my phone was allegedly malfunctioning. I argued that my phone had been dysfunctional for a much longer duration, making it unfair to limit compensation to only three months.
To provide context, upon initially attempting to have my phone repaired, I was informed by two employees that the store was closed for renovations. Upon returning later, I was able to submit my phone for repairs, only to be told at a later stage that the necessary parts were unavailable.
I am left questioning why my phone could not be promptly repaired from the outset and why action was taken only after I reached out to HelloPeter. Shouldn't the prolonged inconvenience I have experienced be taken into consideration?
The representative who contacted me on February 29th, 2024, assured me that they would investigate the timeline of my repair submission and provide me with feedback promptly. However, to date, I have not received any updates.
Taking matters into my own hands, I visited the branch and spoke with a manager named Frank or France, who confirmed that my phone was indeed repaired and available for collection. However, he mentioned that compensation approval was pending. Despite this assurance, I am still without a cellphone, have not received any communication, and remain unclear about the reasons for the delay.
This ongoing situation is causing significant further delay and frustration for me, and I urgently seek a resolution.
Furthermore, even after this entire ordeal, I continue to be deducted the monthly fee for a phone that doesn't work. It's been almost a year since the issue began, and I'm left questioning where the compensation story is heading. It feels like a never-ending runaround, aimed either at keeping me paying for the phone until my contract ends in June 2024 or simply to exhaust me into submission.
The crux of the matter is that this matter has made my family and I reconsider the possibility of staying with Vodacom as a trusted service provider. After 20 years of loyalty, I'm deeply upset and disheartened by this entire ordeal.
So its therefore imperative that Vodacom resolves this matter swiftly, not solely because of my longstanding loyalty as a customer, but because it's the right thing to do. Despite my decision to part ways with Vodacom or not, I implore you to prioritise resolving this issue promptly and fairly.
Continuing to drag out this situation or exploiting the fact that I might or might not be returning as a customer regardless of the outcome is not only ********* but damages the reputation of Vodacom. It's crucial to uphold integrity and demonstrate a commitment to customer satisfaction, irrespective of future business prospects.
I am writing to express my deepest frustration. On February 29th, 2024, I received a call from a Vodacom representative confirming that my cellphone had been repaired and was ready for collection at the branch. However, during the call, it was suggested that Vodacom would only compensate me for three months, corresponding to the period my phone was allegedly malfunctioning. I argued that my phone had been dysfunctional for a much longer duration, making it unfair to limit compensation to only three months.
To provide context, upon initially attempting to have my phone repaired, I was informed by two employees that the store was closed for renovations. Upon returning later, I was able to submit my phone for repairs, only to be told at a later stage that the necessary parts were unavailable.
I am left questioning why my phone could not be promptly repaired from the outset and why action was taken only after I reached out to HelloPeter. Shouldn't the prolonged inconvenience I have experienced be taken into consideration?
The representative who contacted me on February 29th, 2024, assured me that they would investigate the timeline of my repair submission and provide me with feedback promptly. However, to date, I have not received any updates.
Taking matters into my own hands, I visited the branch and spoke with a manager named Frank or France, who confirmed that my phone was indeed repaired and available for collection. However, he mentioned that compensation approval was pending. Despite this assurance, I am still without a cellphone, have not received any communication, and remain unclear about the reasons for the delay.
This ongoing situation is causing significant further delay and frustration for me, and I urgently seek a resolution.
Furthermore, even after this entire ordeal, I continue to be deducted the monthly fee for a phone that doesn't work. It's been almost a year since the issue began, and I'm left questioning where the compensation story is heading. It feels like a never-ending runaround, aimed either at keeping me paying for the phone until my contract ends in June 2024 or simply to exhaust me into submission.
The crux of the matter is that this matter has made my family and I reconsider the possibility of staying with Vodacom as a trusted service provider. After 20 years of loyalty, I'm deeply upset and disheartened by this entire ordeal.
So its therefore imperative that Vodacom resolves this matter swiftly, not solely because of my longstanding loyalty as a customer, but because it's the right thing to do. Despite my decision to part ways with Vodacom or not, I implore you to prioritise resolving this issue promptly and fairly.
Continuing to drag out this situation or exploiting the fact that I might or might not be returning as a customer regardless of the outcome is not only ********* but damages the reputation of Vodacom. It's crucial to uphold integrity and demonstrate a commitment to customer satisfaction, irrespective of future business prospects.