Vodacom *********** their clients

Good day,

Job Card ********** 5

I would like to enquire about a recent encounter I’ve had with my I phone that was send in for repairs. Please see below the reason why:

I booked my Iphone 8 at Brooklyn’s Vodacom on the 09/04/2018 for screen damaged. The phone was working fine the only problem was the screen was cracked badly. When we booked the phone we strictly told them that all emails must be sent to my husbands email address and Cellphone number due to myself not having a phone.

Jacq Jackson that booked in my phone told me that I will receive a quotation within the next 2 days and that I will receive a sms on the progress of the phone. It will take 7 – 14 working days for the repairs. I have not receive any information on the phone for a couple of days. I then contacted the call centre for feedback on the 12/09/2018 the gentlemen that assisted me told me to phone Annemarie at Potchefstroom because they could not log on to my phone due to the IFind app that is not deactivated. I then phoned her at 15:48 she then told me to speak to one of their technicians. I gave all my passwords to the technician over the phone. The gentlemen logged in on my phone only to find that it was not activated. He handed the phone back to Annemarie. I then asked her why the phone is in Potchefstroom, she then explained to me that they are the repair centre for Brooklyn Mall. I then told her that they never advised me that the phone will be going to Potchefstroom. I asked her what was the process they will follow. She advised me the phone will be sent to Head Office in Midrand for the quotation and repairs. I immediately asked her why? She told me that they do not work on Iphones and do not have spares on site. I asked her why did the phone not go straight to head office in the first place if they do not work on Iphones. She did not respond to my question. She told me they will sent the phone to Head Office.

Again I have not heard anything about the phone again. I phoned the call centre again and they informed me that they received the phone on the 16/04/2018 at 13:38 and I will receive a call soon. PLEASE BEAR IN MIND WE STILL DID WE NOT RECEIVE ANY MESSAGES ON THE PROGRESS FROM DAY ONE. I then received a call from the repair centre where the gentlemen explained to me that the estimated quote is R8048.85 and that they are quoting me ROR. I asked him what does ROR mean. He told me it means Replace On Request. I asked why do I need to replace my phone if it was only the screen. He told me that the mainboard got damaged. I told him the phone was working fine. He said it could be that when the pressure was released due to the screen the mainboard got damaged. I then asked him to send me the quote. He said Brooklyn will forward it to me.

On the 17/04/2018 I went to Brooklyn mall and asked them for the quote they then advised me that they can’t provide me with the quote I need to phone Potchefstroom.

I phoned Annemarie and asked her for the quote. I also confirmed with her why they are quoting me ROR and she told me that the mainboard got damaged. I received the quote Tue, 17 Apr 2018, 10:26. (Please note that the consultant in store informed me that I will receive a quote within 2-3 days. I received the quote after 8 days after I had to contact the repair centre myself.) I rejected the quote on the 20/08/2018 due to not having funds. We only started receiving messages on the 20/04/2018.

I collected the phone from Brooklyn on the 30/04/2018. When I received the phone I immediately charged it and it was working fine. I then decided to get a second opinion on my phone and took it the Apple. They booked it in on the 03/05/2018 for a full diagnostics.

I then received a quote from them yesterday 10/05/2018 where they state that the device display cracked, Multi cracks, ran diagnostics and it passed. I then asked her what about the mainboard. She then told me than there is nothing wrong with the unit except for the screen that is cracked.

I immediately phone Annemarie and asked her again why did they quote me ROR and she once again confirmed that the mainboard got damaged. I putted the call on speaker so that the people in my office could hear what she says. I explained to her what Apple said and she told me I need to phone Head Office as they worked on the unit and performed the tests

I am truly upset and disappointed on the way Vodacom has treated me as a client, I also strongly feel that someone tried *****ing from me, that they were dishonest.

Vodacom cost me now to go and buy myself a cheap phone of R4000.00 where they could’ve fix my Iphone for R4000.00. If I have to repair my Iphone now Vodacom cost me R8000.00 for being dishonest.

I would like this matter to be investigated please as to why the Manufacturer of the device quote me half the price to get my phone fixed vs my service provider who tries to ripped me off. And want this matter to be resolved in a positive way or I will proceed to report to the consumer law and social media. I am sure that I am not the only subscriber of Vodacom who encounter this. Any communication will be in writing please as its proven in my case that the story change to cover up for people in Vodacom.

I Have mailed Vodacom ********** on the 11 May 2018 at 10:35:08. I received an email back that they will investigate the matter and provided me with a reference number, its now been more than 48 working ours and I still did not receive any feedback from Vodacom