WORST REPAIR SERVICE EVER! iPhone X

Repair/Job Reference: ( ********** 9)

I had purchased a contract with a iPhone X Silver in a 256GB Variant at one of the Vodacom Cellucity stores in the Mall of Africa on the 18th of December 2017, when i was in Johannesburg for a vacation. A few weeks later i noticed that the battery was not holding a charge, a full charge lasted 3-4 hours max with very light usage in my case. The facial recognition (Face ID) were also really defective and does not register at times even if reset the Face ID device unlock, I compared this to a few other friends devices which were the same as mine (iPhone X) and they had gotten a much better battery life with the same type of usage case.

I had tried many software resets, updates and full wipes and the problem was still present.

I then were back from my vacation and were going to send it back to my local Cellucity store in Pavilion, Durban, but were hesitant as i did not know whether it is a common problem with this phone (iPhone X) or whether my device was faulty. (Before the 14 Working days)

Later on , on The 9th of January 2018 (Not even a month has passed!) , i decided to take my iPhone X i purchased at Mall of Africa to the local Vodacom Cellucity Store in Durban, Pavilion at my hometown. It was said that the repair process would take 7-14 Working days, so i booked the faulty device in and a representative told me that i would receive feedback regarding my unit.

Although i was told 7-14 days it has been the 7th day now and i am informed that the phone has not even started the repair testing phase! A technician DID NOT EVEN TOUCH IT!

Till date i did not receive ANY FEEDBACK AT ALL! No SMS, no calls or no emails as to what is going on with the device. The only time i had gotten an SMS is when i requested one by calling ********** (Vodacom Repair Line).

I have phoned on numerous occasions ( ********** Vodacom Repair Line) and asked for updates on the device, when i did call one time the call center agent told me that the device is appointed to a technician and is undergoing a assessment and the next day when i call they say IT HAS NOT EVEN GONE INTO THE TESTING OR ASSESSMENT PHASE!!!!! I Even explained to them that i do not have a device to use as this is my only phone.

The phone is just sitting there with nothing being done to it and i even requested priority support! IT HAS BEEN A WASTED 7 DAYS!!!

I have spoken to a call center agent and they informed me that i can return my device even after 14 days if there is a problem with it and i could exchange it for a new device or for a different type, 2 different representatives told me this.

I explained to the store that i am really not happy with this phone as it has been giving me a numerous amount of problems and that i would like to change it for a different brand and device of a phone (i.e. Not a iPhone). This a really big investment with the phone contract costing R1229p/m! Or equivalent to R24,000+!!!!! THE PHONE IS STILL BRAND NEW!

Please can you help/assist me with this, it would be of great pleasure. Thanks a lot. Shameel.