Worste experience

My experience as a Vodacom client , horrible is the least to say. I booked my phone in for repairs the Wednesday before the Easter weekend. I went to the Vodacom shop in Canal Walk, told them what had happened to the phone, which was that I dropped my phone and the LCD screen was no longer working and it needed to be repaired. We proceeded with the booking in process, I told the Gentleman Bradley that the phone is still under warranty, there is insurance and the repair would be going through insurance. He added since it is going through insurance, it would be properly booked in the following morning because the lady who deals with insurance is not there, she only works day shift, and would be contacted once it has been processed. After the phone was checked in I got a copy of the Book-in slip. I asked how long the repair would take and he advised that the repair would take about 5-7 working days. No one made contact with me, after not hearing back from anyone for a week, I had to follow up, I called a week later from when I booked the phone in. Firstly I'm already annoyed at the fact that I had no communication, then when I called in, I tried to nicely explain the situation to the lady who answered the phone, she responds with that she needs a order number in order to track the phone, to which I try to explain that I haven't received any communication and therefore don't have any order number, but it is as if the words I was saying were futile, because this lady kept forcing that I need a order number other wise she couldn't help, then at some point someone in the background said to just take my number. After that call I had zero faith that I would receive good or any customer service regarding my phone. The following day I received an SMS saying the phone is being assessed and thereafter that one the phone is being sent to advanced repair centre in Johannesburg. Okay cool I thought, the ball is rolling. On Friday, 22April, I then receive a SMS to accept or decline quote with a link attached, I click on the link and the link doesn't work, so then I try to call into the number provided. I follow the prompts and then the voice message says to try again Monday because they are closed. Instead of waiting till Monday I decided to go into the store on Saturday, 23 April, to find out what is happening. I go in, speak to the tech support explain the situation, the gentleman assists me and he picks up my order details on the system and he then see's that the quote is pending approval from the customer and I ask about the quote he says they are waiting to for me to accept the quote of Three thousand something Rand. At this point I was very confused because if it was going through insurance I shouldn't be paying such a high amount but rather a percentage of the repair amount which would be the excess. The gentleman explained that it was booked under cash and not insurance. I explained the phone it under warranty, it's still a contract phone and there is Vodacom insurance on it, luckily I had the book-in slip/receipt copy which I got after the phone was booked in and on there it says on the top of the page that it is an insurance repair. So this gentleman explained that the only thing he can do is take my details down as the lady who does the insurance claims is not in she will only be there on Monday, I told him that I was very reluctant to leave my details because who is to say that I will be contacted, like what happened previously. He reassured me that he would personally call me and make sure it is booked in correctly. Sure enough he is the only one who kept his word who called me the following Monday. He told me it is being booked through insurance and that I would be contacted with further details and how much excess I would have to pay. I then received a call saying the repairs to my phone has been accepted and then a message confirming the phone call and that an excess amount which needs to be paid. I asked the lady how long it would still take and she advised be the end of the week or early the following week for the latest. So , Monday the 2 of May I go into Vodacom Canal to find out what is happening, and the guy who assisted me was Bradley again, and he asks for the order number pulls up my records and tells me oh okay this is an exchange, I ask him what exactly is meant by that because I was told that I would be getting my phone back by that week. Bradley then he tells me that the phone was declared uneconomical to be repaired, listed a number of factors why the decision was made, he also added that it is an exchange and that I still have an excess to pay. I asked or told him that I wasn't notified of anything he has told me and he adds that he can't say or do anything as my insurance company were supposed to communicate this with me. ( Meanwhile it's Vodacom insurance). He said that he would ask his manager to contact me to go through everything since I was already annoyed with the pathetic lack of communication. The following day, Tuesday, 03 May, I call in during my teatime to speak to someone who would be able to get me adequate answer, I speak to a Stephanie and give her my order number, ask her questions and to my questions all she could answer was I don't know, I don't know, the only information she could give me was that it was an exchange. Since my questions were not getting answered and I was very annoyed, I put down the phone. That same evening, I went into Vodacom Canal Walk to find out what is happening. I went with my boyfriend who was not level headed, the person at the door asked how they could help, my boyfriend requested to speak to the manager because of the ****py experience I'd received, the guy went into the back and I'm pretty sure the manager walked right pass us pretending to be on the phone. So there we are at the counter again and there are two gentlemen at the repairs counter, Bradley and another gentleman. We speak to Bradley tell him what happened and that no manager contacted me and that when I called in and spoke to Stephanie all I could get was I don't know. Then all of a sudden the assistant manager Reece shows up we asked where is the manager and he says he wasn't there but he would help, we explain again the whole story up until our calling in experience with Stephanie and also when the phones are not answered. He answers that they are working on getting hand sets for each counter, so that the phone don't just ring or get cut off. He also adds that he will email management about Stephanie's behaviour because it's not the first time he goes away and then Bradley and the other gentleman look my order up on the system and the gentleman see's something and then goes to look for the phone in the back, Bradley then shows us that he is not sure what he went to go look for as in big it shows that my phone is still booked in at high level repair, so the phone is not even in Cape Town. After that the assistant manager comes back and says that the email has been sent and he leaves us?. A few minutes later he leaves with his bag for the day... There we are still sitting with no answers. So Bradley takes my boyfriend's number down and says that he is going to speak to his manager and find out how long the process is still going to take and when the replacement phone would arrive. Oh and the other guy is still in the back looking for the phone. The next day we are messaged that the phone would be there by either Wednesday or Thursday for the latest. We leave it Thursday to see what happens and they cannot even track a replacement phone down, but guess what still minimum communication is made to the client. So on Thursday, Bradley says that he will have his manager call us with an update in Friday as Bradley would be off. Friday comes no communication, and phones just ring. We message Bradley and he is shocked that no-one has made contact with us so now that we are fed up we ask how do we just cancel the contract because this experience has been pathetic. Right now I just want someone to contact me to cancel my contract.