1 reviews | Active since Mar 2017
Vodacom advises "WATERPROOF" Sony Experia Z5 has water damage and refuses to repair or replace Phone
<p>My Sony Experia Z5 was giving problems in October 2016 (Contract taken in Dececmber 2015 at Vodacom 4 u Trade Route Mall). Vodacom 4 U sent phone for repairs to Fourways Mall to repair " water damage" they could not repair and gave me a NEW Sony Experia Z5. I received the new phone in November 2016. In December 2016, the phone started giving problems. I took it back to Vodacom 4u and they sent it to Alberton Vodacom Repair shop. They first lost my phone and a while said they found it ,but it cannoy be repaired because it has water damage and the warranty is voided- for a WATERPROOF phone . (Jobcard number ********** 7). I spoke to a lady yesterday that said they may be able to get a second opinion , this after 3 months. Is this the customer care service that VODACOM offers all its customers? Can somebody at VODACOM assist ??????( Erica James)</p>
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
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
Good Day
We do thank you for the posting and apologise for the inconvenience and level of service received thus far.
Your query is currently in hand with our Repairs Escalation department. I have advised them to contact you and to resolve the matter.
Regards
Dominic
Good Day
We do thank you for the posting and apologise for the inconvenience and level of service received thus far.
Your query is currently in hand with our Repairs Escalation department. I have advised them to contact you and to resolve the matter.
Regards
Dominic
Vodacom has not resolved the matter. Vodacom advises the phone cannot be repaired. Vodacom refuses to give me a replacement phone.The phone contract is current and I am still paying for a Phone that I cannot use. Is there any way Vodacom can assist .
See Vodacom’s response to the matter
From: ********** ********** /> Sent: Thursday, March 09, 2017 11:04 AM
To: James, Erica
Subject: [External] RE: EC-0CIC-3PKMMQ RE: Hellopeter complaint - Job number ********** 7
Good day
We thank you for taking your time to voice your dissatisfaction with our service. We would like to take this opportunity to apologize for all the inconvenience caused.
Please be advised that a device is declared as BER (beyond economical to repair) due to Liquid damage when trace of liquid residue/corrosion has been found on the board or on the device itself.
Warranty is voided due to the damage .
A device with traces of liquid damage can have different symptoms depending on the location and severity of the damage. The liquid seen can be minimal but the damage occurs within the layered board or under a component of the device.
Liquid damage can be caused by Actual water (dropping in water, getting out of the shower with wet hair and phone rings ) Condensation Hand cream / perfume Excessive temperature changes Steam (kitchen / bathroom) Perspiration (after exercises, warm day) Mist Cooling systems at restaurants And many more .
Attached are the pictures of your liquid damaged unit .
Should your phone be covered by your insurance company, we recommend that you contact them and submit a claim form.
Kind regards
Granny
-----Original Message-----
From: James, Erica
Sent: Thu Mar 9 11:47:49 GMT+0 **********
To: **********
Subject: FW: [External] RE: EC-0CIC-3PKMMQ RE: Hellopeter complaint - Job number ********** 7
Hi
Kindly note the Phone is a waterproof phone and therefore this should not happen to this phone. If Vodacom claims this phone has water damage after telling me this is a waterproof phone ...then it is certainly not my fault for thinking that this phone can be used underwater ... Can Vodacom replace this phone ?
Please urgently advise. I am happy to continue complaining until this matter is resolved.
regards Erica
From: ********** **********
Sent: Monday, March 13, 2017 4:07 PM
To: James, Erica
Subject: RE: EC-0CIC-3PKMMQ FW: [External] RE: RE: Hellopeter complaint - Job number ********** 7
Good day James
Yes this is a water resistance device ,however the ports suppose to be properly closed before immersing it in water .
It also passed WRT ( water resistance test ) ,meaning the main board was affected and manufacture does not cover that .
Regards
Granny
Vodacom has not resolved the matter. Vodacom advises the phone cannot be repaired. Vodacom refuses to give me a replacement phone.The phone contract is current and I am still paying for a Phone that I cannot use. Is there any way Vodacom can assist .
See Vodacom’s response to the matter
From: ********** ********** /> Sent: Thursday, March 09, 2017 11:04 AM
To: James, Erica
Subject: [External] RE: EC-0CIC-3PKMMQ RE: Hellopeter complaint - Job number ********** 7
Good day
We thank you for taking your time to voice your dissatisfaction with our service. We would like to take this opportunity to apologize for all the inconvenience caused.
Please be advised that a device is declared as BER (beyond economical to repair) due to Liquid damage when trace of liquid residue/corrosion has been found on the board or on the device itself.
Warranty is voided due to the damage .
A device with traces of liquid damage can have different symptoms depending on the location and severity of the damage. The liquid seen can be minimal but the damage occurs within the layered board or under a component of the device.
Liquid damage can be caused by Actual water (dropping in water, getting out of the shower with wet hair and phone rings ) Condensation Hand cream / perfume Excessive temperature changes Steam (kitchen / bathroom) Perspiration (after exercises, warm day) Mist Cooling systems at restaurants And many more .
Attached are the pictures of your liquid damaged unit .
Should your phone be covered by your insurance company, we recommend that you contact them and submit a claim form.
Kind regards
Granny
-----Original Message-----
From: James, Erica
Sent: Thu Mar 9 11:47:49 GMT+0 **********
To: **********
Subject: FW: [External] RE: EC-0CIC-3PKMMQ RE: Hellopeter complaint - Job number ********** 7
Hi
Kindly note the Phone is a waterproof phone and therefore this should not happen to this phone. If Vodacom claims this phone has water damage after telling me this is a waterproof phone ...then it is certainly not my fault for thinking that this phone can be used underwater ... Can Vodacom replace this phone ?
Please urgently advise. I am happy to continue complaining until this matter is resolved.
regards Erica
From: ********** **********
Sent: Monday, March 13, 2017 4:07 PM
To: James, Erica
Subject: RE: EC-0CIC-3PKMMQ FW: [External] RE: RE: Hellopeter complaint - Job number ********** 7
Good day James
Yes this is a water resistance device ,however the ports suppose to be properly closed before immersing it in water .
It also passed WRT ( water resistance test ) ,meaning the main board was affected and manufacture does not cover that .
Regards
Granny