Formal Complaint – Faulty Device Replacement & Poor Customer Service

On the morning of 12 August 2025, I contacted Vuse at 09:25 to report a faulty device I had been attempting to charge since 11 August 2025. I spent the entire morning on calls trying to resolve the matter. I was eventually instructed to:

Call the Vuse Gardens Kiosk.

Email proof of payment for the device.

Visit the kiosk to exchange the device.

Cameron, the kiosk representative, assured me over the phone that the device would be replaced and that I would receive a small pack of Velo.

Upon arrival, I spent over an hour at the store, repeatedly going back and forth between the kiosk and the contact centre. In total, I had to explain my situation to four call centre agents, three managers, and Cameron. This unnecessary repetition wasted my time and caused significant frustration.

Additionally:

I spent over R50 on airtime for these calls.

I personally witnessed Cameron smoking inside the mall, which is inappropriate and against mall regulations.

The replacement only occurred once I became visibly frustrated—indicating that the process was not followed until I reacted.

This entire experience was a major inconvenience, an avoidable escalation, and a clear example of poor customer service. My time, resources, and patience were unnecessarily exhausted due to the lack of procedure and communication.

I request that Vuse formally address:

Why the agreed process communicated to me over the phone was not followed.

Why I had to explain the same issue multiple times to different representatives.

How Vuse intends to ensure customers do not endure similar treatment in future.

Compensation for the inconvenience, time wasted, and resources spent in resolving an issue that should have been straightforward.

I expect a written response within 7 working days from the date of this email.