Vodacom customer 'care' not returning follow up calls after taking my number.

Following up with the review posted a weekago by me (https://www.hellopeter.com/vodacom/reviews/vodacom-refusing-to-fix-phone-under-warranty- ********** ). There was a promise to get feedback which I never received.

Vodacom promised on HelloPeter to contact me and no actual call or attempt of a call was ever made. This was after I stopped receiving 'automated' sms's regarding the whereabouts and updates of my phones. I had also been told that the person assigned to my phone repair would call me regarding my repairs and I have yet to receive the phone call. That was 2 weeks ago and he did not bother to contact me.

I phoned the Vodacom repair number ********** which was suggested to me in order to follow up on my phone (because apparently no one was calling me back) and one person told me that the phone was in Century city to which I phoned and got a claim my phone was not there. I phoned the repair helpline again and a new person told me that the phone was in Blueroute.

I phoned the BlueRoute store which I took my phone into and they never answer their phone(I have attempted this over several days and a couple months ago which yielded the same result) after about the 10th time of ringing to completion did I actually get through and my phone was sent back with a note that nothing was wrong (what a slap in the face). I have a faulty screen where portions have dead pixels. This is something I have seen is covered by warranties as it is faulty hardware. It is something that the phone does not even need to be opened up to see that there is an issue. I got the person helping me in the store, Tanika I believe, to switch the phone on and she could tell me that the screen had a problem. Remember the S7 EDGE has not even been out for 2 years so it is definitely under warranty. In fact my screen has been an issue for about a year now however I have not had a spare phone that allowed me to take it in for repairs. And with the length of these issues I am really glad I did wait until I had a backup phone.

I phoned Vodacom repairs in Century city (this whole exercise of phoning store which are not toll free are a nice waste of my airtime too). And was given many stories when I asked to speak to the manager. The person helping me refused to put me through for a while until eventually the manager decided to take my call and listen to me. Her name was Aneesa and came with all these promises however could not and refused to answer any of my important questions. She promised me that Tracey, the manager on duty the following day, would call me back and help me with my issue. Aneesa told me she left a note with Tracey and spoke with Tracey directly to call me back the next day. She even said their superior was informed of this too and would ensure Tracey followed up on me. And none of them never called back (this pattern where no one ever calls me).

Finally, this evening I called your customer service line 082 111 and sat on the phone for 30 minutes, most of the time on hold trying to get answers, to which I never did. I got a promise from David, another manager I asked to speak to, to be called back tomorrow. He seemed more willing to help and I do not want to put him in the firing range with the others however based on this track record we have to wait and see if the call ever comes. But this really does not seem likely at the moment. Here I am sitting with absolutely no progress on my phone due to the lack of customer concern or service.

So here I am hoping that someone can actually contact me and help sort out my problem! I want my phone screen repaired of the faulty/dead pixels, which is a factory problem. I should also get a written letter of apology from these managers who wasted my time and are *********** at their jobs and have my wasted airtime supplemented for what I had to deal with to get my warranty covered.

If you have any kind of customer satisfaction then you should be investigating these people and why their customer service is so poor, in fact, non-existent. Aneesa and Tracey the managers on duty on the 5th and 6th of March need to be reprimanded or even fired. The same should be extended to the managers of the BlueRoute store seeing as on multiple occasions on various days no one picks up their in store phone. This has been a pattern occurring for months and needs to be investigated .