Vodacom's Non-Existing After Sales Service

I hope that my ongoing, unresolved experience with Vodacom Online serves as a cautionary tale to other customers, the Vodacom Online department is one to avoid. They’re quick to sell and deliver, but when it comes to resolving issues, like a damaged item in my case, there is absolutely no contact numbers or support.

On October 21, 2024, I purchased a phone cash through the Vodacom Online platform. The phone arrived on October 23, 2024 but the phone box itself was damaged (the parcel was intact). That very same day, I attempted to contact after-sales support, only to discover that such support is practically non-existent. Eventually, I was given an email address, which I used that same day to report the issue. Since then, I've received absolutely no response.

After days of frustration, a supervisor in Customer Care offered to assist. I forwarded my initial email to her, which she then sent to a Vodacom Online team member named Thabo. Yet, even with this escalation, Thabo did absolutely nothing to resolve the matter, instead he shifted the blame to the courier, who is clearly not at fault.

After 21 days without any communication or feedback, I visited Vodacom’s head office in Midrand. There, a helpful staff member tried to investigate my case, only to confirm that Thabo, fully aware of the issue, has simply refused to take responsibility. I left their office still with the damaged phone, waiting for them to contact me.

As of today, November 12, 2024, I have received no calls, messages, or emails from Vodacom to address my damaged phone.

I have paid for this phone in full and still have nothing to show for it but a damaged item. I intend to escalate this issue legally and seek reimbur*****t for the phone.

Due to this appalling lack of after-sales service, I will never purchase another phone from Vodacom. This experience has drained my time, patience, and energy and after 24 years as a Vodacom customer, this ordeal has left me questioning even my long-standing contract with them.