Very Bad Service Vodacom Mall@Reds

<p>I upgraded my phone on 07.02.2017 late afternoon. The morning of the 8th at 9h00 I went back to the Vodacom in Mall@Reds, as the devise Freezes when I tried to upgrade the software. Brett, who assisted me at the time, did see how the phone freezes, and tried from his side to resolve the issue.</p> <p>He told me that they need to send the phone to the repair center in Potchefstroom to test, and see what is wrong with the phone. He also then confirmed that I will have the phone back by the 14th latest.</p> <p> </p> <p>It is today the 17th already and phone is not back. I gave the slide pattern to them on the 8th, which they did not send to Potchefstroom. Brett told me that they send the phone back to the shop because of this, and he promised that I will have the phone before the weekend. </p> <p>He told me Samsung said nothing is wrong with the phone and they are sending it back. I am not happy about this, as Brett witnessed how the phone freezes up, how can they now say nothing is wrong with the phone?</p> <p> </p> <p>I insisted on a new phone on the 8th, as I was leaving the country for 4 days, but he refused to assist me.</p> <p>I today did research on the website, and came across a very interesting article published on "Business Report"</p> <p>Herewith my concerns:</p> <p>According to this article, which done by Wendy Knowler, she discussed a lot of inconsistencies with Vodacom's head office, and according to Vodacom's Media spoke person "Nomsa Thusi, at the time, a lot of what the Vodacom outlet are doing is not Vodacom company policy.</p> <p>The CPA covers the first 6 months of the phones, and Wendy asked Vodacom why they still have an "out-of-box failure “policy, whereby faulty phones will be replacing within a sport period, and Vodacom said: "This is an additional benefit. It provides customers with an immediate exchange of a new devise, based on external inspection only, whereas with the six-month CPA warranty, the devise has to be taken through a technical process to verify the technical fault"</p> <p>Therefore:</p> <p>Why was I not given a new device, as per the Vodacom additional benefit?</p> <p>Why was the phone send for technical inspection?</p> <p>Why was I not given a new phone based on the external inspection?</p> <p>When I told Brett I insist on a new phone, he refused, why?</p> <p> </p> <p>I was back in the store less than 24 after taken delivery.</p> <p>As a long-standing Vodacom customer, this is the first time ever I take back a cell phone not working, and to now receive such shocking experience and service is not acceptable.</p> <p>I insist on getting a new phone sealed in the box, as per the Vodacom additional benefit, as this is my right as a customer.</p> <p> </p> <p>The store Manager at Mall@Reds, Luke, still refuses to give me a new phone, as he says the store will have to take the loss and pay for the phone, and this morning, they don't even ansswer their phones</p> <p> </p> <p>They now want to charge me R19,000 to cancel the contract, and I have to pay for the devise. I am not willing to pay for a devise I don't have oor is not working</p> <p> </p> <p>NEVER BUY FROM VODASHOP MALL@REDS, once you sign, they don't give a dam about customer services, as long a they don't have to take the loss</p> <p> </p>