Warranty claim: Formal Complaint – Faulty Samsung A24 Camera and Poor Service at Vodacom Bushbuckridge

Dear PayJoy & Vodacom Customer Care Team,

I am writing to express my deep dissatisfaction regarding the service I received from your Vodacom shop in Bushbuckridge, Mpumalanga.

On November 2024, I purchased a Samsung A24 through the PayJoy payment method. Unfortunately, from the very beginning, the rear camera was faulty and did not function at all. This is something your consultants should have noticed during the inspection before handing the phone over to me.

When I took the phone back to the store to report the issue, instead of replacing the device or offering a prompt solution, I was told the phone would be “sent in for inspection.” The phone was kept for two full weeks—yet when it was returned to me, nothing had been done to fix or replace it. During that entire time, I continued paying for a phone I could not use properly.

As a customer, I find this completely unacceptable. One of the main reasons people—especially women—purchase modern smartphones like the Samsung A24 is to enjoy the camera and media features for personal and creative use. Selling me a phone with a defective camera, then failing to repair or replace it, is both unfair and unprofessional.

I am kindly requesting that Vodacom resolves this issue urgently by either replacing my phone with a fully functional Samsung A24 or providing an appropriate remedy. If this matter is not addressed satisfactorily, I will have no choice but to escalate it further through all available consumer protection and regulatory channels.

I trust Vodacom values its customers and will act promptly to correct this situation.

Yours sincerely, Ntokozo Charmaine Sihlangu Bushbuckridge, Mpumalanga Cell: ***