Vodacom ‘s *********** staff -

I took my phone to Vodacom Gateway Mall where I had taken out my initial contract over 10 years ago. This is my 5th upgrade since joining Vodacom. I am roughly about 8 months into my latest upgrade. I had accidentally dropped my phone and as a result the screen cracked. The Vodacom store assistant had advised me that they do not do repairs in store and referred me to the Vodacom Umhlanga repair centre to have the repairs done. I made my way to the Vodacom Umhlanga repair centre where I was greeted by a lengthy queue which I had to join and after about 20 tiring minutes I finally got the opportunity to sit in front of a consultant. I explained to her all that had transpired with the phone incident. I also explained her that I am aware the repair cost will be for my account due to my negligence in dropping the phone. However, I want the phone to be repaired by Vodacom as I have 14 months remaining on my contract and would like to retain my phone warranty. The lady stated, unequivocally so, that should I have the phone repaired at Vodacom the warranty will fall away and further issues with the phone will not be covered by Vodacom. When I questioned this, the lady reiterated adamantly that indeed the warranty will fall away. I grappled to understand this “concept”. I tried reasoning with the lady by explaining that should I have the phone repaired at a 3rd party outlet not affiliated with Vodacom, then yes it would be logical to say my warranty would fall away however in this instant I am requesting Vodacom to repair my phone at my cost. Why then should this result in my warranty being forfeited?? We were unable to reach an amicable consensus. I then contacted another Vodacom Repair Centre situated in Old Fort Road Durban. I was advised by them that should I have the phone repaired at Vodacom the warranty will not fall away. Upon receiving this advised I then made my way back to the Umhlanga Repair centre. By which time I was tired and highly frustrated with the conflicting information received. I then had to stand for another 20 gruelling minutes before I was attended to. I requested to speak to the very same assistant that gave me the incorrect information. I was informed that she is in the “back office” and would be with me shortly. After 10 minutes the insolent assistant agreed to assist me. She was accompanied by another consultant who then both confirmed that my warranty will not fall away should the phone be repaired at Vodacom.

This ordeal has left me frustrated and extremely disappointed in a brand that I trusted with my business for the past 10 years! Why does Vodacom have such ***********, untrained and rude staff?? Do you have so many customers that you have now reached a point where you complacently don’t care about how your customers are being treated?? I wasted all that time and effort of going store to store, during these menacing times of COVID-19. I was forced to place myself at risk unnecessarily. Whilst this may seem inconsequential to Vodacom, its of a great deal to me. I am sure other people would love to hear this experience and draw their conclusions from this experience on how trusting they should be of Vodacom and their *********** staff!!