Vodacom - Poor Customer handling S****s and Service

Dear Vodacom and Robert Dupree

I visited the Vodacom Cavendish store yesterday on 11 march 2019. I enquired about the iphone x series and what contracts were on offer.

I was assisted by Kellin. My questions centered around comparing PRICES of various packages offered for the iPhone 8, XS and XR. I then asked what the difference is between the iphone XR and Iphone Xs, Kellin did not know at all and proceeded to ask a fellow colleague by the name of Cheroo. Cheroo informed me that the only difference between the two was the camera, nothing else. There were no other comparisons listed at all - specifically wrt size, which i feel is vital selling point and feature! I didn't think twice to ask about the size because naturally assumed that the camera is the only difference. There were also no display phones in the store, which is fine, but the store should then direct customers to the iphone store to have a proper look. This means that only once the seal of the box is broken can the customer have a proper look at the product.

When returning home and properly explored the phone I realised that the Xr was quite sizeable in comparison to the usual size of an Iphone. I found it quite difficult to handle. I then proceeded to google the iphone x range and learned about the difference in size which was not disclosed to me.

I contacted vodacom via the helpline, this morning (12 March 2019) , stated my concern, which store I got the phone from, and the reasons for wanting to swop. I was informed that I can return the phone, as i had 14 days to do so. Unfortunately when i got to the store i was informed the opposite. The reason being that the store is merely a franchise and DO NOT carry the same policies as vodacom as a whole. I was not received very warmly , only told that i signed a contract, I was shown various options ito contract types and thats it.

My concerns regarding the fact that i was not fully informed about the product was not fully grasped or entertained. I was told, by Rochelle , the manager, that the fact that I signed the contract meant that I was happy with the phone and that they showed me various protective cases (as per my request to see which case would be most effective) was also brought to my attention. I could honestly not make any sense of this, other than thinking what a preposterous argument to present to customer.

I asked to speak to the owner of the store and was given contact details for the CRM dept ********** 143. I contacted them and was told the following: - Vodacom is Giving the customers the wrong information regarding a 14 day cooling off period - The owner, Robert Dupree, does not deal with clients directly as he employs staff to do so - Had i purchased a pink phone and wanted a blue phone, only then would I be able to swop - Once the seal of the box is broken I am unable to return the phone(I wonder what would be the case for the blue pink story, would the seal not need to be broken then as well in order to see the colour?!) - if I would like to take it further I should call the regional office.

Is any of the above stated in the contract I signed? I do admit that i often do not scrutinise the contracts I have signed over the years with Vodacom as i feel comfortable enough with packages and general terms and conditions which i have never had a probelm with. The only terms explained to me in the store was the fact that I have 7 days to return the phone if there is any mechanical error.

I called the regional office and was told that vodacom was unable to help me as I bought the phone from a store and not via the callcenter or online. In all my 15years of being a vodacom customer, I was never made aware of this vital information. I assumed that the company had one policy nationally and that it fully honours the Consumer Protection Act. Surely any customer facing representative of the Vodacom brand should have a shared policy, a high quality of customer service and a thorough delivery of product knowledge to consumers.

I have stated to both the store and vodacom that I am fully aware that the Xs contract costs more and am willing to pay more.

Perhaps Vodacom should incentivise franchisees to maintain the level of quality service that the company aims to deliver and ensure that the respective staff members are adequately trained in their product knowledge and that brand policies are truly practiced with purpose, consistency and emotion. Does the Customer Protection Act not apply? Have I lost all rights to be completely satisfied with a product I am willing to pay for? Does it make complete business sense to turn away a longstanding customer who is willing to pay more for a product? I cannot, from a business perspective, fathom that it is impossible to swop an unused phone the day after it was obtained at Vodacom or a Vodacom Store.