Vodacom Terrible Service

Vodacom and Vodacom Insurance have been a nightmare to deal with. I have been pushed from pillar to post. You in an unfavourable situation from the get-go as Vodacom Repair dictates the repair costs and whether the cellphone needs replacement, then instructs Vodacom Insurance who in turn, instructs Vodacom Sales. Therefore, throughout the entire process there is no truly independent third party that can provide a non-biased verdict. It seems like a clear conflict of interest as well as a case for the Competition Board as pricing is also dictated to by Vodacom Sales which does not allow any space for competition through other suppliers that may be able to provide a cellphone replacement for cheaper, hence you are basically forced to accept whatever prices Vodacom dictate as you are not permitted to opt for a different supplier.

In my situation, my cellphone was deemed viable for replacement. I was insured for R7500, however, Vodacom no longer stock my replacement cellphone. Vodacom have therefore directed me to a different replacement cellphone that they list for R7500, however this cellphone is readily available at various other suppliers for R6500 and R6800 respectively and is not that great of a cellphone, featuring an inferior camera. Therefore, based on the camera and current pricing it is not a suitable replacement for me. I then bit the bullet and said that I will rather pay in on top (betterment) to obtain a slightly better replacement cellphone. The cellphone was priced at R9500 on Vodacom’s site, however, Vodacom and Vodacom Insure have refused to uphold this price and state that it is only a promotional deal which does not apply here and that I must pay the non-promotional price on their system at R10500 even though I could purchase the same phone for R9500 through them today. It makes no mention of this in the short policy they provide to you. I was then told that cash prices do not apply to replacement units even though the replacement unit and betterment is paid for in cash and is not put on contract or paid by way of monthly payments. To add, my cellphone is already paid off as I never opted for an upgrade.

I have been treated like another number and told that it is okay if I do not accept. It is strange that a cash in lieu payment is not offered in situations like this, as one way or another the insurer must cover the cost, unless there are certain dealings in the background that the public is unaware of as various other insurers have no problems paying out cash in situations like this. I was very understanding at first and asked to speak to a manager at Vodacom Insurance, however, was declined the opportunity. I will escalate if not resolved soonest as I will not be accepting this verdict.