VODACOM - ******* - BULLISH AND DISHONOURABLE -

Hi, my Samsung Note 9 has been insured with Vodacom for almost 4 years now. My screen accidentally got damaged so I sent it in for repairs. I received messages from the repair centre in Alberton saying it will cost R7300 to repair.

I called the repair shop and told them the device is insured. They told me that I must ignore the message as the insurance people will call me and I will only have to pay an excess. To my surprise the next day I got a message saying that I have not responded to accept the quote and that the device will be returned. I called the Alberton repair shop again and the lady told me that the device has been BER "uneconomical to repair" and that it will be replaced.

I told the lady that the phone works perfectly and the only issue is the screen is chipped at the top corner only. She said that it was uneconomical to repair hence it has been BER and that a replacement has been approved. She advised that I need to go back to the Vodacom shop I took it in for repairs at and they will advise me on the replacement options if my phone is not available on the market.

I did contact the shop at Vodacom trade route mall and I have been advised that Vodacom has approved a replacement device to the value of R2600. This is absolutely scandalous as the phone can be repaired I got proof from the Vodacom repair shop. I only need my screen to be replaced nothing else. The replacement screen is still surely available as a spare.

I contacted the store manager at Vodacom 4 u Mall of the South from which I bought my note 9 and I was told that I need to contact Vodacom insurance as the store does not sell the actual insurance, strange because I signed the contract in the store and the store consultant asked me if I would like screen insurance on my new device as I had it on my old handset and I said yes.

I then called the vodasure customer care on 19/11/2021 as I had no luck with the store from which I got my note9 and spoke to a consultant about my issue. He first said that the insurance charge on my bill relates to my previous handset.

I told him that I have the quote that I signed when upgrading to my note 9 and it clearly states it’s a quote for my note9 and it includes screen insurance. He asked me to email it to him which I did. He then said that if I look at my monthly bill there is a disclaimer next to the screen insurance line item confirming that the max cover is R2 500. Again I advised him that there is no such disclaimer on my monthly bill and he asked me to email it to him which I did.

He promised to provide feedback by end if the day or next Monday 23/11/2021 the latest. I did not get a response and I have been sending follow up emails to the consultant and I have been copying Vodacom customer care as well as the store and still no response, not even a note to say we looking at it, just nothing.

I am very disappointed with Vodacom as I have been a loyal customer for over 15 years. I am requesting that Vodacom honours its requirement to repair my phone screen as it is insured.

Do the right thing Vodacom as you have been billing me and I have been paying for screen insurance on this device for almost 4 years.

Kind regards Mr Mohamed ***