WILL ANY OF YOU AT VODACOM SETTLE FOR THIS?

Is this the way to treat your customers Vodacom Paarl Mall? This matter relates to Vodacom Paarl Mall specifically. On 21 October 2018 my son and I went to Vodacom Paarl Mall for his usual upgrade on his cell phone contract. His choice of upgrade was the Huawei Mate 20 Lite and together with it he received blue tooth headphones and was of course very excited not only for the new cell phone but the added and unexpected gift. Sunday evening he started to pick up that some of his whatsapp messages is going missing and it happens random. It is not is not only a specific contact with whom it happens. It happens that he can see someone has sent him a message but as soon as he goes into the contact all chats are just missing. He also made a screen clip of what is happening. He communicated the issue with the salesperson that assisted with the upgrade but between the two of them it was not resolved but only got worse and neither of them or anyone she has spoken with at the store has ever seen or experienced anything like it. Let me just note this as well - it is not his first upgrade. Once he goes back onto his previous cell phone all is working perfectly. He is also coaching tennis and because of this malfunction missed communication from students and so missed lessons and/or arrangements regarding lessons. This is also his means of income. It came down to a point where he could not use his upgrade cell phone and then we decided to go back to the store for assistance to have it resolved. Friday 26 Oktober 2018. The person that assisted us response was simply that it is not their problem and that we must sort it out with whatsapp directly. He had not intention or willingness or notion at all to assist. When I told him that I do not accept him directing us away as this is not even a week ago that we upgraded as well as the fact that Vodacom is our service provider and we are paying Vodacom for the upgrade etc and there is no way that he can simply send us away to sort out the problem ourselves. He then suggested that we send the phone back to Vodacom as warranty is still valid for them to check, but for that we need to bring the packaging etc with. I disagreed with him as I said they check the phone - the hardware. I asked of the possibility to have the transaction (upgrade) reversed upon which I was told it is not possible. I asked for the manager but he was either conveniently busy with a customer or hiding in the storeroom. The sales person once went to talk with the manager in the storeroom (or whatever little office they have in the back) and came back with simply the same answer. It was really like talking to a robot. He was not listening to the issue we are experiencing neither did he care. I told him that I do not accept them not assisting us in sorting out this problem and there is no way they can stand out of the water. We had to leave as we did not have the packaging with us and said we'll return the next day. I told him my son was back on his previous phone - he could not use the less-than-a-week-old upgrade. We returned the next morning 27 October 2018. Went through the whole process again of explaining what is happening, showing what is happening, trying to explain the dilemma or impact on what is happening, that my son is back on his previous phone, etc. Got the same feedback that it is not their problem (to sum it up shortly and lightly). Back and forth for the entire morning. I phoned online services whom informed me otherwise than the store in the regard that the upgrade could be cancelled. I have had enough at that point in time - to fight to get just plain and simple assistance. Went back to the store once again and shared what I was told but apparently the rules for online and franchises differs and they cannot reverse the upgrade. I rep**** that there needed to be SOMEONE to be able to make a call here. Goodness we are having a huge problem - the upgrade will cost R569 per month and the cell phone is not properly working - he cannot use it. Online confirmed it sounds like a software or app malfunction and that the store cannot simply send us away or not assist us in sorting it out. While I am typing this review I realise just how bad this situation is. Added to this they acknowledge that they - at the store - has never seen or heard of this type of problem. They called their so to called IT person whom could not assist either but to complete documentation to at the end of the day have the phone send away to Vodacom. I asked him, what will they check, because the hardware seems fine. But he explained that they will look at the software or apps as well. So I said - ok - what else can I say - they refuse anything else. Take note still not sign of the manager. Luckily we had the packaging and they took in the phone together with the blue tooth earphones and gave me a copy of the document. Assured me it will be send Monday 29 October 2018. To this date 6 November 2018 I have not received one phone call or message or any sort of communication on the matter. I phoned only to be told, once they asked who I am, that the IT guy was busy with a customer and that I must call back in 5 minutes. So I called back and my call was transferred - so he answers the phone "hello" - not hello, this is Rhowan speaking" or "Hello Ms du Plessis" because they asked whom was calling. And then I had to remind him why I am calling - what issue it was about - which I don't believe for a minute he does not know. Then I am told that Vodacom rejected the phone as they say there is nothing wrong with the phone but with the software. But wait - did I not ask that? And did I not enquire or make the statement what my understanding is of what the guarantee is about? Don't tell me they did not know that, just don't. Furthermore he has spoken with the manager thereafter whom said they must send the phone to their headquarters that they can have a look at the problem. And they are busy looking at it. They are apparently busy fixing the software. But he needs to speak with the manager again and to find out how far they are. If asked if I could call back this afternoon he said no, sure if he has not phoned me back before then. I don't understand - them being the experts and knowing their business - why not send the phone to their headquarters in the first place. How is it that whatsapp is working on millions and millions of phones but this one and then they dare to advise us to sort out the problem as well as sort it out directly with whatsapp. How is is possible that they can simply say they cannot help. I don't buy this whatever they are doing - it is simply a means of buying time or extending the issue - why I don't know. I do not appreciate anyone of these sales people as well as the IT guy's attitude towards me or my son. Did we do them harm? Did we ask for a phone that is malfunctioning in whatever way? Both our phones and a data router is with Vodacom. Do we not deserve their attention to our problem - having tried our best to explain, willing to work with them - to have it resolved? Where is the manager - is he there when he pockets the monthly fees? But when there is a problem no where near it? Is this how Vodacom wishes to be represented? I resent how we have been dealt with in this regard. If they think they are ok because of all the so to speak happy customers (refer IT guy comment) then I see a red flag as your focus should be on the ones you miss and not do well. We are between a rock and a hard place I said as there are not alternatives are there? Never is a long time but I will not ever go back to Vodacom Paarl Mall. I feel helpless as I type this review - I simply want the phone to be either replaced with a working phone or the upgrade reversed that we can go upgrade elsewhere. I am also in two minds if I should continue with Vodacom or just go elsewhere - give the required notice period - stick it out - and then go to another provider. I don't know what else to do but to put this review on this website - I wanted to give them the opportunity to have the issue sorted as I believe in the saying "if you are unhappy tell us and if you are happy tell the world" - well I have told them but to no avail. So now I am very curious how this website will be able to assist me in having the issue sorted out. Good day Vodacom The story continues: I received the official business reply one day ago but nothing since. I have followed up with the store again - take note it was too busy for them to call me back - and the feedback is the following: The IT person at the store spoke with the head at the repair centre, the specialist and according to them it is a unique problem and not a problem with the phone which means they have send the phone back. Furthermore they are not going to exchange the phone. My question is this - if it was your phone Mr head of the repair centre and specialist - if you had to have this problem with your newly upgraded phone from your service provider would you be satisfied with this answer? Have you heard of an out-of-the-box failure? Have you considered that in the light thereof that as you have said this is a unique problem as no one has heard of it - not even the specialists - this could be the case that the phone is simply a failure? What will you loose to replace the phone versus what could you win? Will you settle for this situation? IT person at the store will no backup the phone - wipe it clean - re-install and see where that leaves us. A NEWLY UPGRADED PHONE?