VODACOM WARRANTY CLAIM

I AM TRYING TO GET SOME SORT OF FEEDBACK .... SO HERE IS THE COMPLETE STORY AGAIN ......

1. I purchased a Huawei T5 tablet on a contract through Vodacom. I work through North Cape Mall Vodacom as the service is EXTREMELY good and efficient. 2. I received the tablet end of January 3. Two weeks later the tablet started to freeze up and no touch function is working 4. We took the tablet in to Vodacom 4U store in Greenstone. We handed the tablet in with the box, on which we were informed that they don't need the box and that we must remove the tablet from the BodyGlove cover. So the tablet was left in the thin styrofoam wrap. PLEASE note this tablet is still under warranty. 5. No booking/reference number was given - just a slip from the invoice printer with handwritten number and name. My details was taken down (specifying my cellphone number) - but in a similar way (written down on an invoice printer paper (please note these papers are thermal). 6. One week after, I phoned the cellphone and even send a message - no response. I subsequently phoned the landline, where the lady said she will request this consultant to phone me back - no response. 5 days after that, I phoned again - they will look for the tablet. 7. My husband then went into the shop to take in a cellphone (also still om warranty), on which he was told that it will take 2 weeks for the phone to go in for repairs. He then requested the tablet back, on which they could not find the tablet or any reference that it has gone in for repairs. I then phoned, and the consultant told me that he thought it went in - but will get back to me (still waiting). I phoned again last week, and finally a type of manager confirmed that he has been trying to get hold of me - that is after I left my phone numbers after each time I phoned AND it was on the small invoice paper. He then told me he needs the IMEI number and a receipt? I sent that through the following morning before 12, specifically requesting some sort of feedback. Again......still waiting. My sons' e-textbooks are on the tablet, and I need it back before the school starts. 8. Decided to go to the 4U shop in Greenstone to enquire regarding the tablet. Tablet was returned from the repairs and nothing was done. No diagnosis or finding even written for the store to advise us? When was the tablet returned? When would we have been informed regarding anything? AND yet again - the wrong contact number on the documentation? 9. the tablet was returned to the 4U shop in Vodacom, as I did not send through my receipt. A receipt that I will gather can be drawn off their system. I then contacted North Cape Mall Vodacom (which give EXCELLENT service) and he then sent through the receipt. I sent it through to the menlynadmin address that was supp****, but apparently it was never received. YET, the tablet was returned. On Monday, 25 March, I (finally) received a sms with a Repair Job No ( ********** 9) and was contacted by the manager of 4U Greenstone to confirm that the tablet will be sent in that same day. On Wednesday, 3 April, I received a phonecall and subsequent sms to confirm that the tablet has been received by ALI-SOM Repairs. This means the tablet was "somewhere" more over a week. That same day, 3 April, I received an sms to confirm that the tablet has been sent to the Advance Repair Centre for a higher level repair. Today, 9 April, I receive a sms to confirm that the tablet was received at the Advanced Repair Centre and warranty repair will take 5-7 days? This tablet has been with Vodacom for over 6 weeks for repair? I have been charged for 2 months' subscription - yet I dont have a tablet. This tablet has my son's textbooks on them (as explained before) - I now have to purchase all the hard copies as he needs to prepare for the exams? 10. Finally we were sms'ed to phone Vodacom Repairs to accept or reject the quote??????? This was quite a suprise - as the tablet is still under warranty. We were informed that the screen "lifted", not scrated or cracked, lifted - and it will cost us R2600 to fix the screen. Can anyone more senior from Vodacom please contact me to confirm why the warranty doesn't cover the "lifted" screen? What does the warranty cover then? The tablet was placed into a Bodyglove cover the moment we received it (thus all corners were protected) - the screen did not have 1 scratch on it - yet the screen has lifted? 11. On request on how a screen lifts and why is it not fixed under the warranty - the agent confirmed she doesnt know. No report sent through? The screen was 100% in tact when handed to the Vodacom 4 U store? No scratch!!! The tablet has been in Vodacoms' posession for close to 8 weeks? Being sent back and forth from shops to repair centre. 12. I then logged a complaint on Facebook messenger - on 17 April (for Repair # ********** 9). An escalation number was provided (EC-1R1X-30WHB3). 13. Subsequently I followed up on 24 April - repairs team contacted me on Friday, 26 April. They confirmed that they are waiting response from the manufacturer and will provide feedback by either Friday, 26 April OR latest 29 April. 14. I followed up later that same day (26 April) as I received a sms to confirm that as we did not accept the quote - the tablet was returned to the shop. When I requested why are there 2 different messages - I was informed that they will confirm what is happening and did I ask the consultant that phoned me where the tablet is? 15. I again followed up on Tuesday, 30 April (on FB - just to be phoned by a Denise to confirm that I will just have to wait until they get feedback.

This is TERRIBLE customer service. We did not even have the tablet 1 month --- and it was in a BodyGlove cover for the full time. Even when we took the tablet in, the consultant checked and saw that there was not damage AND confirmed that it might be a software problem?

The tablet has been with Vodacom for 10 weeks -- and 3 monthly deductions later.