Vdacom; CAT S61 Rugged Phone Not repairable

Hello Peter,

I am going to refer to my facebook post on the Vodacom page of 18 February 2020 as copied below:

As a Vodacom Red select customer, I am very unsatisfied with the level of support that I have received from Vodacom after my phone stopped working. Problems with my phone, a CAT S61, started already in October. The phone was taken to Menlyn Vodashop for repairs and was received back a week later after a software update was performed. The phone started again with its problems a week later and this time I took the phone to Vodashop Nelspruit which is a lot closer to where I am staying. Again the phone was sent back to me a week later after another software update. The problems on the phone persisted and I took the phone back and requested a higher level of repair. After continuous follow up on the progress, I was told shortly before Christmas that the phone cannot be repaired. As no stock of the phone was available I had to wait until the new phone was delivered to me by courier on around 15 January 2020. On 25 January I returned the phone to Vodashop Nelspruit after continuing to display a message that the Android version is *******. The new phone was sent for repairs and after following up last week Wednesday, I learned that the phone was again also not repairable and that a OBF was made available to me of R20238.85 to get a new phone. Now this is where my unhappiness starts ... 1) The CAT S61 is a smart Rugged phone which I chose because it suits my lifestyle. 2) Since Cat launched the first Q15B, I had one, followed by the S30, the S60 and now the S61. 3)This handset cost me R750 per month extra on my contract (which is basically unavailable to me since October 2019) 4)The phones suggested to me by Vodacom as replacement phones were the following models from Samsung that ranges between R15 000 and R20 000: S10, S10+, Note10 and Note10+ 5)Neither of these phones are rugged phones. When I requested a rugged case for the phones I was informed that I must pay out of my own pocket for the rugged case with the cost of R600. 6) I opted for the Huawei P30 Pro phone which is approximately R13 000. Even with that phone, They don't want to give me the rugged case.

I would really like to resolve my issue with my phone as soon as possible and would like to get into contact with the correct people that can assist me. At this stage I am wasting R750 per month of my own hard earned money on something that I cannot use because I am bound by a 24month contract that only expires at the end of the year...Not fair. *End of post*

I received an email from *** on 20 Feb, telling me that they have tried to contact me but I was unavailable. After replying to that email I have not heard anything back again. I sent a new email and was contacted by a certain Verqulene Berry who has not rep**** to me since 21 Feb.

It feels like I have reached a ceiling and no one is attending to my costly frustration. in the mean time I had to purchase a new phone to use while I am waiting for Vodacom to replace my damaged phone. I feel this was unnecessary because I have a contract with Vodacom. This issue is dragging out for a long time now and it is costing me money. My account with Vodacom is paid up to date.

Regards

Lionel Stephens *** (Vodacom contract phone number)