Vodacom - Terrible Customer Services/running a **** on repairs

On Saturday, 31 March 2018 I contacted Cellucity in Canal Walk to ask if they did phone repairs as my screen had cracked. I was told that they have an in-house repair person who would be able to do it and turnaround time was 2-3hrs. I went in on the 1st of April 2018 to drop off my phone and since the repair person was off was advised by the assistant manager that repairs would be done on Monday (2 April 2018). I filled out the form and left my phone at Cellucity.

On the 2nd of April at around 9am Shaun (works for Apple Dr) called me to advise that he could change the screen as that was the only fault but he doesn't use Hauwei parts and the screen would be a generic one. Hats off to great customer service. He advised that with the use of a generic screen I would lose some colour. He advised that I could instead take it to the Vodacom Repair Shop at Canal Walk and they would be able to fit on a Hauwei screen.

I subsequently called the repair centre at CW and was advised by the person in the Repair call centre that yes it can be done and would take 3-5 working days. However she couldn't give me a quote since they need to assess the phone first. I told her that Shaun at Apple Dr. advised that only the screen was cracked and that was all that needed to be changed and if she could give me a ball park figure. She said R1000-R1200.

I collected my phone from Cellucity and took it in to Vodacom. Once I got through to the helpdesk I was advised that the phone would be sent away to Johannesburg and turnaround time was 7-14 working days. I was then told that once assessed they would send me another handset which would cost R4000. I told the person that I only wanted the glass repaired and not a new handset. I asked to speak to a manager or supervisor on duty. When the gentleman came out he went on to say that I would get a new handset. I gave my whole story again. He was adamant.

I subsequently told him that the staff where all trained in different manners because each person gave a different story. I questioned "why can a contractor with Cellucity be able to change the glass and not Vodacom itself". It was as if they had learnt off a script by answering me.

I basically told the guy that they were running a racket and money making scheme and to my horror he basically said "Yes I guess it is"

To all the people who need a simple repair but get ********** out of desperation please note there are other options for repair out there. I eventually went somewhere thanks to my husband. They charged me R700 to put in a new Hauwei screen and returned my phone within an hour - now that is Ayoba Customer Service - not the rip-off from giants like Vodacom.

Just an afterthought - the repairs person from Vodacom was adamant that the screen couldn't be repaired as per Hauwei's policy but Cellucity which falls under Vodacom offers this service.