VODACOM'S DISGUSTING & UNACCEPTABLE SERVICE

I rarely complain about service as I understand the workplace can become a stressful environment, but now I’m simply full of it. Vodacom disappoints me every time I walk into one of their shops. I went to Vodacom Cape Gate this morning to do a sim swap for my contract number. When the sim swap was completed, I asked the sales consultant to give me a new screen protector for my Huawei P20 pro – which, by the way, I've had to replace regularly because of the rounded edges not supporting the protection glass making it susceptible to damage, but that’s a different issue. After the sale, the saleslady offered to remove the old protector and put the new glass on which I agreed to. She took my cell phone, removed it from my rubber BODY GLOVE casing and told me she will be right back - this is when she takes my phone with the newly purchased glass into their back office. Upon her return several minutes later she comes to me asks If I have the phone’s cover, when I handed it to her she puts my phone back into it and explains how the warranty on the glass works. Luckily, before I left the store I took my phone out of the cover to inspect it when noticed that it has been damaged at the back. When I confronted her about it, she simply turned around without saying a word and went to explain the situation to one of her colleague. He approached me and then tells me that I take responsibility for damages to the unit and that Vodacom won’t replace it - NOTE: THEY DON’T DENY THAT THEY CAUSED THE DAMAGE. At this point a 3rd colleague steps in and takes the cover of my phone, inspects it and says, “yes this unit fell with the cover I can see the marks - this guy(me) is a chanster.” Tells the sales lady to walk away and continue with her work. I couldn't believe what I had just heard!!!! Stunned I stood there speechless – A 4th colleague sees clearly that I am upset and asks the client that he is working with to excuse him to approach me. I told him that I would like to speak to the manager, “he is too busy in the back office and is not willing to speak to me”, he rep****. I Insisted that I don’t care, I am an unhappy customer and would like to speak to him to resolve the matter. The salesperson shrugged his shoulders and walked away to the back office. Then I waited several minutes with the colleagues whispering amongst each other and looking at me like I’m crazy. The manager finally makes an appearance from the back office. He says, “Mnr. your phone was damaged before it got in here, it didn’t fall at the back and you are taking a chance.” All the while walking to the printer, which was at the consultant’s desk and back into the back office. He didn’t have the decency to take a second and introduce himself, to stand still and listen, look me in my face or field any of my questions. It came to the point where I had to stand in the back-office door requesting that he hears me out. Once again, he said he is not willing to talk to me about this and thereafter he simply ignored me. SHOCKING!!!!!! I went back to the saleslady – I asked her what happened to the phone? She explained to me that she had placed the phone cleaned it and app**** the screed protector glass. I asked her why she went and done it in their back office and since when that is their policy. Her excuse was that it was too dusty in the store and that the back office less dusty. I reply that it is dusty everywhere and that’s why there is a swob supp**** with the glass kit – She then storms out!!!! Not knowing where to turn to I had no choice but to leave the store and formally complain online. My conclusion from the situation is that someone had to remove the old screen protector from my phone when probably slipped and fell. As it didn’t happen in front of me they decided to deny as it is their word against mine. This is only one incident and this is the pinnacle of them for me – I have had plenty of bad service from *********** people. IF they admitted guilt and apologised I might’ve sympathized and moved on as I know accidents happen. What was VERY DISSAPOINTING is the staffs attitude toward customers and they are lead by a Manager that clearly has no regard for client service, this left a very bad taste in my mouth and Vodacom must take action. THIS IS UNACCEPTABLE!!!!!

I have the manager and the salesperson's name. Should I not get response I will move on to name and shame.