Vodacom - 238 days without a device that is in for repairs?

Sent: Wednesday, February 21, 2024 9:17 AM Subject: RE: Samsung A53 Device - In for repairs for over 6 months // NOW 238 DAYS!!!

Hello Morne So yet again no response from you for the below email??? I have just followed up on this job number and the device is not even at a repair centre yet – this is such a joke and you in your position cannot even assist me – who do I turn to? Thank you Jackie

Sent: Tuesday, February 6, 2024 1:32 PM Subject: RE: Samsung A53 Device - In for repairs for over 6 months? Hello Morne So I have just been advised that the device has returned for repairs AGAIN – Reference number: ***6 It seems like 223 days is not enough to have this device to fix it – surely this device needs to be replaced – please send me a contact email address for someone at Vodacom that is interested in helping its customers. Thank you Jackie

Sent: Monday, February 5, 2024 8:47 PM Subject: RE: Samsung A53 Device - In for repairs for over 6 months? Hello Morne Thank you for taking my call at 18h06 this evening and advising that Michelle is now dealing with this matter. It has now been 17 days since this matter was raised with you and besides your phone call on 19 January 2024 at 14h15 and to date (05 February 2024 @ 20h44), I have had no further feedback or any sense of assistance to get this matter resolved. I would now like to request that you send me the contact details of someone at Vodacom that might actually be able to assist me – role on day 223 without my device. Thank you Jackie

Sent: Sunday, January 28, 2024 6:06 PM Subject: RE: Samsung A53 Device - In for repairs for over 6 months? Hello Morne Thank you for acknowledging that you received my email and your telephone call on 19 January 2024 at 14h15 I am just following up to see if you have any further feedback for me on this matter as it has been 9 days now? Thank you Jackie

Sent: Thursday, January 18, 2024 3:44 PM Subject: FW: Samsung A53 Device - In for repairs for over 6 months? Good afternoon Morne As mentioned telephonically I got your number from Vodacom Summerstrand Village as I have been dealing with them since 28 June 2023 when my device was taken there for repairs (already had repairs done to the speaker 05/11/2022 – 08/12/2022 – Job number ***2 at Vodacom Boardwalk Mall) for a faulty speaker.

Role on 18 January 2024 and I still do not have my device – now 204 days, yet I am still paying for this device every month.

Job number: ***************2

We have hit a dead end now with this as no-one is able to offer me any answers, not the Store Manager or the owner as I have been in contact with him too.

Please can you let me know what nest steps to take or if you are able to assist.

Thank you Jackie

Sent: Thursday, January 18, 2024 9:10 AM Subject: Samsung A53 Device - In for repairs for over 6 months? Good morning I am hoping that someone can assist me before I have to take this issue to ICASA, I have written 3 complaints on Hello Peter and still have no feedback from Vodacom Please see below the last review written on 02 Jan 2024 – to date I have received no response from the Store Manager or the Owner of the Vodacom Summerstrand Village Branch despite numeorus messages being sent to them.

02 Jan 2024 at 11:39 188 Days for a new Samsung Device repairs..... 188 days without a Samsung A53 Device! So as I head into 2024, it has now been 188 days without my device. This device has now been in and out of repairs for a total of 5 times over the 188 days and I have still not received the device back or a response from either the Manager or Owner of Vodacom Summerstrand Village! Just an update on the below... As at today, 20 November 2023, I have still not received this device back... that is 145 days without this device! Samsung A53 through Vodacom and my Samsung A53 I upgraded my contract in May 2022 and received a Samsung A53 as my new device On 4 November 2022 I took this device into Vodacom Boardwalk Mall for repairs of the speaker. I was handed a job card number on a piece of paper and after numerous calls I eventually made contact with the owner of the store and received my phone back on 10 December 2022. I had to purchase a new screen protector as this was obviously removed during the repair process On 28 June 2023, my device had the same issue with the speaker not working. I took it into Vodacom Summerstrand Village this time and after many follow ups got my phone back on 19 July 2023 I again purchased another screen protector. On 23 July the bottom speaker and microphone stopped working and again my phone had to be returned to Vodacom Summerstrand Village. This time the repairs took 8 weeks, only getting my phone back on 08 September 2023. Upon return of my phone none of these issues were fixed and the bottom speaker and microphone still did not work. It has now been back at Vodacom for 4 weeks and I still haven’t received a job number so cannot even trace what is happening with my device. Despite promises from the Store Manager to get back to me in 10 minutes……. So in summary, this device has been at Vodacom for a total of 18 weeks - over 4 months! I have not been offered a loan device or any form of communication from Vodacom. Surely Samsung should also have some kind of policy as to when this device can be replaced as it is quite obvious that it cannot be repaired?

Surely this is not the level of customer service that Vodacom wants to portray as I am paying for a device that I have not had for over 6 months

Thank you Jackie