VODACOM REPAIR NIGHTMARE

This is to to express my great disgust at the way I had been treated by the staff at the Vodacom Scottburgh Branch. On Sunday (04/03/18) I had taken y Phone ( Samsung A5 2017) in for repairs and requested a quote, which I was told I would receive on Monday (05/03/18) which never happened. I then gave the store a call.

At approximately 14.27pm (07/03/18) I called the Vodacom Scottburgh branch and spoke to a women by the name of Azraa Khan(name given by Pam). Azraa then informed me that I had already called her 10 minutes prior enquiring about the same query. I told her that it must have been someone else and she insisted that it wasn’t and began speaking about the previous caller as if it were me. She then became very loud, yelling at me, being abrasive, arrogant, abusive and extremely rude. In the middle of it all she yelled that maybe someone had called on my behalf so I calmly asked her why hadn’t she just asked that In the beginning, she didn’t’ take that to well.

She had told me that I need not teach her how to do her job and I should learn some respect and not call in asking the same question she also added that she was a human being?. I have never been that offended by an employee working at any Vodacom store before and was extremely disgusted by her behaviour and how she had handled the situation. I in turn had told her that I called in with a query and thought it was her job to be helpful toward me. She then yelled “BYE” and cut the call.

After 6 attempts to call back, a women by the name of Pam had answered and said she was the supervisor. I explained what had happened and her response was, and I quote, “Well I was not in the store so I don’t know whatever happened between you’ll”. To my dismay I asked her how the situation was going to be handled, she then responded by saying “ I apologise so…”.

I appeal to you to please escalate this situation as I am extremely unhappy. Vodacom has been the only service provider that we have used and this one incident is enough to make me not anymore. Needless to say I do not have any information on my cell phone and it’s where about.

From the 04/03/2018 I have liaised with the Vodacom Scottburgh branch regarding my device. My device had reached the Durban Hub on the 06/03/2018 and I received an SMS from them with a quoted amount on the 14/03/2018. I then called and confirmed this quotation. Since then I have had no contact with anyone from Vodacom or the repair centre regarding my device. I called the Durban Hub repair centre this morning only to be told that spares were JUST ordered for my phone and will APPROXIMITELY only arrive some time later next week. I was also informed that there is NO WAY of letting me know APPROXIMITELY when my device will be ready.

I have now been without my phone for almost a month, paying for it on a monthly contract as well as now paying for the repairs. I have not been informed about the spares being ordered and the time frame. I have not been offered a stand by phone at all. I have received little to no co-operation from the staff and am now at my wits end with having to fight a battle to ask for good service. We have since cancelled 3 contracts with Vodacom choosing not to continue using it a preferred service provider.

I am terribly disappointed in the manner in which this is all being handled and the lack of care shown to a customer who has been with Vodacom and no other service provider.

I was told not to make payment until the arrival of my device by Scottburgh staff. Apparently payment was to be made when the quote is received and so my phone is now delayed another 2 weeks. A helpful staff member from the Durban Hub informed me that I need to make payment ASAP to push through the process. I have made payment early this morning 26/03/18 and have been told that they await the reflection in their account but will only let me know an APPROXIMATE date on Saturday 31/03/18.

So today 26/03/18....I do not have a device, contact number for myself or answers.