Vodacom Refuses to Resolve Repeatedly Defective Samsung Device – No Response After Escalation

I am extremely disappointed with Vodacom’s handling of a defective Samsung mobile device purchased from a Vodacom retail store.

The device has failed four times in the exact same area, despite multiple repairs. This clearly indicates a recurring defect, not normal wear and tear.

Critical context Vodacom is ignoring:

While the device was still under warranty, I escalated the matter and explicitly requested a replacement due to repeated failures.

Instead, Vodacom/Samsung chose to repair the device for a third time and assured me the issue was resolved and would not happen again.

That assurance was false. The same defect has now occurred for the fourth time, in the same location.

Vodacom is now relying on warranty expiry to deny assistance, despite the defect being ongoing and unresolved during the warranty period. This is unreasonable and contrary to the Consumer Protection Act, which allows a consumer to elect a replacement or refund where a repaired defect reoccurs.

Attempts to resolve:

I escalated the matter in writing to Samsung management in December 2025.

I was passed between Samsung, Vodacom, Advanced Repairs, and individuals claiming the matter was “out of their hands”.

Advanced Repairs confirmed the device is not with them and remains with Vodacom.

I was ultimately told by a Vodacom representative to “log a complaint with the Ombudsman” because the issue would not be resolved internally.

Vodacom has provided no meaningful response or ownership of this matter.

To date, I have received no resolution and no accountability from Vodacom.

I am requesting:

A replacement device, or

A full refund, as provided for under the Consumer Protection Act.

All supporting documentation (proof of purchase, repair records, and escalation correspondence) is available.