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Thiruvasagan M

1 reviews | Active since Jun 2022

30 Jun 2022, 06:55

VODACOM WESTWOOD and SAMSUNG

I had done my upgrade of my cellphone contract on the 4th of March 2022. This turned out to be a nightmare and I had to hand in the device (Samsung Z Flip 3) due to heating up. This took forever to get done and eventually I was handed a new device only to have the same problem again. The issue here is not just the faulty device but the level of service recieved by this particular store, Vodacom and Samsung. I am now forced to use my old device and there's a report stating that the phone is heating due to 3rd party apps. I was only told this after visiting the store on the 24th of June 2022. Prior to that I have visited the store no less than 15 times from the initial complaint. I have realized that I have no option but to get some kind of justice especially since I have tried to make contact with the store owner and I have not yet received any kind of response. There is a serious lack of communication and it seems like this particular store and staff only care about signing up clients and making sales. The fact that I am paying for a device and not using it is irrelevant to them. It's like paying for a car but leaving it at the dealership and not driving it. Furthermore what's upsetting is that my phone was handed back to the store and not a single staff member or even the manager had the decency to contact me with this regard. I have had enough of their awful service and hope this is resolved as soon as possible and also note that I am not prepared to take a device that is indeed faulty for the duration of my contract (which is 3 years). Just thinking the faxt that the device was heating quite considerably and even shut down because the the heating make me wonder if the device could explode and worse while my kids have it in their position. What would both Samsung and Vodacom do or say then??

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Replies (4)
Vodacom
Vodacom's reply30 Jun 2022, 07:46
Official
Dear Customer,  Thank you for making us aware of your complaint.  Kindly be advised that a consultant will make contact with you in due course to assist with your query.  ***Please note*** Beware of phishing ****s.  Vodacom will not contact you via Whatsapp to request your personal details  Regards,  Vodacom Consumer Website Team 
TM
Thiruvasagan M's update04 Jul 2022, 14:52
Reviewer Update
Thanks for the feedback but this does not make sense when the device is indeed still getting hot. What concerns me is that the level of service recieved is not even considered in your response. Furthermore the handset was handed back to the store and they had not relayed the findings to me. I am really disappointed with the response I received from you as well. I have been a loyal customer for over 10 years and clearly my business doesn't seem to mean anything to Vodacom. Let me reiterate I am not prepared to have this handset for the duration of the contract. Both Vodacom and Samsung must relsove this and give another handset.. I will not accept another Z Flip 3.
TM
Thiruvasagan M's update05 Jul 2022, 21:06
Reviewer Update
I am hoping that I get to speak to someone senior from Vodacom. From the response I received thus far it's like my experience at Vodacom Westwood. You should have my details on record but here is my cell number... ***. I do expect a call from someone senior that I can relate my experience and expectations to rectify my disappointment.
TM
Thiruvasagan M's update11 Jul 2022, 18:33
Reviewer Update
I am yet to recieve any feedback from my last two responses. And what's disappointing is that what the report states and what the device is doing is completely contrasting. Furthermore, sadly Vodacom is going with what the report states which is incorrect and their response doesn't mention any part of the "fault" that 3rd party apps are casuig this to hear up. Also what's missing from the report is the fact that the device was returned to the store and I was not informed of this. As previously stated I will not accept a faulty device for the duration of the contract. And more importantly I have already paid 4 months for the new device which I have not even used for this period. Does the device need to blow up and cause some serious injury or should someone lose a body part for this to be taken seriously. The device heats up soo much that it shuts down. Lastly Vodacom also doesn't acknowledge that this was the second device with the same result and even in the first instance there was "no fault" found???