1 reviews | Active since Jan 2019
Vodacom - NO Power, and extra work to you (the customer)
In the last 6 months, my phone contract was upgraded. With it came a new phone, with a warranty. Recently I plugged my phone in to charge, and I got an error message. So, I went to the Vodacom store in Cresta (downstairs by Clicks) to have my phone sent off for a repair. As I walked into the store, 4 sales people surrounded me. As I explained what I needed, one by one, they walked away from me. Eventually, only one person was left, and (reluctantly) he said he could help. At first, he sat behind his computer, and was typing stuff into the computer, then playing on his phone, then repeating the cycle. After a few minutes, he explained that he was trying to access the system, but that an OTP was not coming through to his cellphone. He asked if I had the paperwork that was delivered with the phone, and I didn't. But I asked that as I had upgraded with Vodacom, if it was on the system. He said no, it hadn't been put on yet. He then told me to go home, fetch the paperwork, and come back, otherwise he couldn't help me. I told him that was unacceptable, because (1) I had likely thrown the paperwork away; and (2) I had upgraded with Vodacom the company, not a particular store. So he did more typing, and checking his phone. Then he made a call, finished the call and said that I could go to the Vodacom store upstairs in Cresta where the upgrade was done, fetch a copy of the paperwork, and bring it back down. At first I laughed and thought he was joking, but I was mistaken. By this time, I had been in the store for over 15 minutes. I asked if the problem would be covered by the guarantee, and he said he didn't know. So I asked if he sent it off anyway, and see if it would be covered. His response was that he didn't want to send it off without the paperwork, just in case it would be covered by the guarantee, and then it would involve more work from him if he didn't have all the paperwork. This last sentence sums up my Vodacom experience. They would rather the customer do ALL the work, then do anything other than nothing.
My expectations are: 1. Vodacom updates their systems timeously (anything longer than 30 days is unacceptable). 2. I should be able to drop by phone off at any Vodacom store for repairs, without having to jump through unnecessary hoops. 3. My old fashioned view of customer services is that the customer does minimal work, and the company goes out of their way to assist (where they can). 4. My phone is fixed under the warranty, if it is in fact a warranty item. 5. Due to inconvenience, Vodacom send someone to my house, to collect the phone for repairs and drop it off for me again, at no additional charge.
Thank you for your responses and calls. As per the advice provided by Dean over the phone, the Vodacom store would not need a copy of the proof of purchase, as all the information was on the system. He also advised that if I was unable to be assisted, I should speak to the store manager, as they would assist me.
I went into the store to get my phone fixed, and lo and behold, I was asked to go back to the original store where I upgraded the contract and get a copy of the proof of purchase. Otherwise , the phone could not be sent off to be repaired. I explained the background and my conversation with Dean at head office. The advisor in the store tried to assist by calling the original store I upgraded the phone with spoke to Mike and asked him to email a copy of the proof of purchase. Mike refused. Leaving me no choice but to go and collect the proof of purchase, then go back to the original store. When I got back, I spoke to the store manager, and explained my conversation with Dean (head office). She couldn't have been less interested or caring about my frustrations. In fact, she was more interested in whatever was happening over my shoulder than in my story.
So, my question is now is head office correct, or is the store correct? Or do Vodacom just do whatever they want?
So, on 3 August 2019, I received an sms from Vodacom confirming that my job number ***0 would be sent to the nearest Vodacom Repairs Outlet. I have not heard anything since. Please could you provide an update on this repair?
Thank you for your responses and calls. As per the advice provided by Dean over the phone, the Vodacom store would not need a copy of the proof of purchase, as all the information was on the system. He also advised that if I was unable to be assisted, I should speak to the store manager, as they would assist me.
I went into the store to get my phone fixed, and lo and behold, I was asked to go back to the original store where I upgraded the contract and get a copy of the proof of purchase. Otherwise , the phone could not be sent off to be repaired. I explained the background and my conversation with Dean at head office. The advisor in the store tried to assist by calling the original store I upgraded the phone with spoke to Mike and asked him to email a copy of the proof of purchase. Mike refused. Leaving me no choice but to go and collect the proof of purchase, then go back to the original store. When I got back, I spoke to the store manager, and explained my conversation with Dean (head office). She couldn't have been less interested or caring about my frustrations. In fact, she was more interested in whatever was happening over my shoulder than in my story.
So, my question is now is head office correct, or is the store correct? Or do Vodacom just do whatever they want?
So, on 3 August 2019, I received an sms from Vodacom confirming that my job number ***0 would be sent to the nearest Vodacom Repairs Outlet. I have not heard anything since. Please could you provide an update on this repair?