Vodacom sold me a defective watch and is with them. They continue to ***** my money every month through debit orders that I cannot reverse because they will affect my credit score

So, this is my story, I have used Vodacom and Huawei devices since 2013 when I arrived in South Africa. After Huawei changes of not having google services I could not cope with the devices until I recently moved to Apple. I got my first apple device in May 2022 with so much excitement I decided to add an apple watch series 7. I loved the watch because that meant I would leave my phone at home and go running or do my errands around Joburg cbd without too much worry. I got my device in store, hey, but little did I know I would be miserable from then. Firstly, the consultants could not assist in setting up the watch because they had not received training yet. I went to iStore Rosebank to get help in setting up the watch, we waited for almost 45 minutes for the watch to charge and switch on. That did not happen, When I got home and put it on the charger it did not take up to 5 minutes to switch on. I tried setting it up with the guide that comes with the watch, I did not win and then I called 135 for assistance which I did not get. Along the months I remember calling 135 for assistance, I even went back to Rosebank Vodacom it was mid-week where I was told they only have a technician on weekends and the consultants still don’t know how to assist. It was said if I want the best technicians “I must go to Sandton City”, my question was then why not operate one Vodacom shop if you “put the best technical team in Sandton”. But I told them, I will not be going out of my way to go to Sandton, you sold me a defective watch you must fix it. Tell the best technician to come and meet me here, it will not be like there are not working it is placement and that must not affect their work. The day I went back to Rosebank shop, I started at iStore and the technician that assisted me helped me in printing the QR code that will help me set up the watch for one sim and said that they can not assist beyond network provider instructions. For network provider assistance I must go to Vodacom. The sales consultant that helped me at Vodacom Rosebank tried to connect me with different Apple staff and they all said they can not assist beyond network provider instructions. I went to Incredible Connection Rosebank, they said they wanted R200 to fix this watch, I could not remove that amount from my pocket neither was the sales consultant willing to do so. I eventually gave up and went home and put the watch away.

On 13 June 2022 I called 135 and I asked to speak to a manager who happened to have the same watch as mine. We did troubleshoot for the watch in intervals until around 3pm as he had to assist other people. When he saw that there is something wrong, he was the first person to log a job for me, which was closed around 15 July 2022, and no one bothered to call me and tell me the reason. On around 19 July I called the sales consultant at Rosebank to tell her that the request was closed but no one called me. Apparently even the technical team could not fix it because my watch was said to be not compatible with my phone, I then went instore to take back the watch. When it came back, it was said it was not my fault that the watch was not working instead Vodacom Rosebank will have to pay R200 for a certain software to be uploaded then the watch will work. When I received the news, I asked to speak to the store manager. Richard then called me on 12 August 2022 when I was at work just to spout nonsense. As we were talking, he kept on saying a refund is something I will not get and he will give me stupid examples: "He said if I purchased a house and I went away on holiday will I stop paying for the bond" My reply was your example is stupid because like you are saying holiday meaning it is a choice for me to go away how is that affecting my commitment towards my debt repayment. He came back and said, "if I take my phone for repairs will I expect to be refunded for the time my phone is being repaired" Another stupid example and irrelevant to my issue. I only take my phone in for repairs if its damaged or faulty and those actions being my fault however if it happens that the fault is not on my side it is completely unfair for me to be held liable and continue to pay. Richard was forcing me on a new watch and then I don’t get my refund OR the shop pays for the R200 to get the software loaded and that will be it. Seeing that we were wasting time me, and Richard I then asked to talk to his manager. Deon Ventor spoke to me on 12 August later that day and asked me to send him an email which I did on the same day. He went cold on me since then, I send a follow up email on 24 August 2022 and asked him to acknowledge receipt which he did not. He would not answer my calls or return the missed calls until 09 September 2022 when I was just trying my luck, I called he did not answer but he quickly called me back. So apparently, I heard that Vodacom in general had two more issues with the apple watch after mine. When communication resumed with Deon, I had to put a time frame to dealing with this issue as it had dragged for a while now.

On the email I sent Deon on 12 August 2022 this is what I wanted:

1. I want a full credit refund for the months I have paid for this watch and have not benefited from it. 2. I don't have a problem with going to the store and taking my watch but if you can first answer this. What guarantee do you have that the software that will be installed won't give me problems until the duration of my contract? If you cannot guarantee this watch being a nightmare, can I request that I am sold a new watch that is not defective. Find someone to sell the defective watch too not me. 3. If all fails can you then cancel the watch contract.

When we resumed communication on 09 September this is what I wanted: 1. A full credit refund of the months Vodacom has been debiting me. 2. A brand-new watch, with black strips as I have a graphite iPhone 13 pro max. 3. For this whole charade I capped my expenses at R3000. 4. I wanted compensation for the way Richard spoke to me and that should not have happened. He was rude to me. 5. I also wanted compensation from Deon for mishandling this issue from 12 August till 09 September.

On 15 September Deon responded saying I will be refunded VAS(R25) x5 plus one-month free subscription as a once off gesture for goodwill. I am currently paying R355 monthly for this watch and that R25 is for the one sim service. I refused that then came 29 September where he sent the email with the outcome. A joke of an email I tell you. So, Vodacom having been ******** me since May there are not satisfied, I was to get a refund of R1652.18 ex VAT something I don’t understand as if you debit me without VAT. Richard is refusing to give me a new watch because it is costly for the franchise, seriously Vodacom. I honestly pray I don’t meet this Richard, because I just want to give him one hot slap. This guy is rude and does not know how to do business. Everything is justly costly for him, he can’t afford to pay a technician to be in store Monday to Friday because it is costly, he would rather save and have a technician come in Saturday and Sunday. This is not the standard I signed up for. Why would you franchise your business to people who are destroying your reputation? I have never had an issue with Vodacom since 2013 till 2022 and in the process, you don’t know how many people from my circle I have managed to convince to use Vodacom because you the best network provider.

My next question is since I have my phone on insurance and anything happens to it will Richard refund me OR he will be petty about it since Vodacom is no longer under Finrite. Vodacom, please get your house in order because if all fails, we are going to court.

I am a consumer and I have such protection from the Consumer Protection Act section 55(2) read with section 56 I am entitled to receive a watch that is free from any defects and is useable within a reasonable time period.