Vodacom breaking the law

On 9 September 2020 my phone was ******.

As I was insured, I claimed off insurance which was approved. I did the sim swop on 10 September 2020.

On Friday 11 September 2020, I went to Vodacom Cape Gate and received a Samsung Galaxy A31. I had to pay R1890.90 for receiving a newer model phone than the one being replaced and R529.98 for a cover and glass lens protector.

I saw that the sim card was not registering on the handset and returned the phone and packaging and sim on Sunday 13 September 2020 back to Vodacom Cape Gate. There was no damage to the phone or packaging.

Maryke, the consultant, assisted me. She did another sim swop which didn’t resolve the problem. I then paid R313 for her to update the software on the phone to see if it would fix the problem. This didn’t work. I asked for my money back and she said it is not refundable She said she has to send the handset and sim to the Vodacom repair centre.

I informed her of my rights ito of the Consumer Act s56(2)(a) whereby the consumer may elect to have the handset repaired or replaced. I sais I wanted a replacement. She said that was not their policy. I informed her their policy is breaking the law.

I left the phone at Vodacom on 13th September 2020 for the required maximum of 5 days. On 17 September 2020 I called Maryke after not hearing from her to see if the phone was reading for collection. She had no idea and had to follow up. I called again on 18 September 2020 and Maryke still had not any reply from the repair centre.

I called again today, 19 September 2020 and Maryke still had not any reply from the repair centre.

I have been without my phone, while still being billed for the contract and insurance, since 9 September 2020. 15 days.

I have written to Customer Care at Vodacom to supply a complaints reference number and resolve, to supply me with a new handset and a refund of R313 for the software upgrade (which did not resolve the problem) within 14 days. I want a new (not repaired) handset as I paid for it as the handset had a latent defect at the time of supplying it to me. I informed Vodacom that if not resolved within 14 days, I will lay a complaint with ICASA and the Consumer Protection Act Commissioner.

Now I am back in the store after their repair centre said nothing technically wrong with handset. Got a new sim, 3rd one, but before I left I asked Rushda, the sales consultant, to test the phone with my sim and her sim. Again handset not working as it doesn't recognize any sim. So now I wait for Ulrich Prins, the manager, to come from lunch. I want a new handset. Not leaving until. And a refund for the upgrade if the faulty handset.