Blackberry Torch / Faulty New Handset
To whom it may concern,
I have been a customer with Vodacom ever since I can remember, and my spend has increased quite considerably per anum, especially over the last 4 years. I must admit that I have had a tiff with Vodacom at least once a year, and every year I promise myself that when the time comes for renewal of phone or data contracts, I will stop punishing myself and just swap providers (it’s easy, and you can even keep your old number I tell myself)
That being said, I had a yet another weak moment nine days ago when I walked into a Vodacom store and upgraded my phone contract for another 24 months.
As I was standing in line at Vodacom Menlyn Park, I was asking myself, are you sure you want to do this? Remember that you had a couple of badly handled unresolved disputes with this company in the past? Nevertheless I patiently cued for another half an hour reading your nifty vision/mission statement and customer charter (Oozing with ironic bulllshit by the way).
Angie (The sales lady) helped me into signing another 24 months of my life away, and gave me a spanking new BlackBerry Torch. As we stood at the counter finalizing the transaction, my subconscious forced me into clearly asking her whether she has had any comebacks on this model, as I have been the unfortunate victim of Vodacom giving me a new handset, only after a couple of days finding out it has to go in for repairs. ''NO SIR'', was the friendly and confident reply from Angie. I was still not convinced, and I asked her again ‘’Angie, are you sure? I am in the middle of writing my final exams for my Masters Degree in Business, and I really have neither the time nor the patience to return and cue again to get things resolved’’... ''NO Mr Burger, I am sure'' was the second reply.
I must admit, by the time I reached my home and started playing around with the functions on the flashy new phone, I almost entirely forgot the promise I made to myself and uneasy feeling of joining Vodacom yet again.
My fears were realized and I got what I deserved only a day after I received the new handset. Whenever it chose to, it either went on SOS or was switched on and indicated that it had full signal, but just never received any calls/mails/text messages. I have to at least once a day switch the handset off, and back on again to receive or make anything.
You know what is funny about this whole thing? My brother and mother upgraded their contracts with Vodacom within a week of mine, and after the third day of my beautiful phone acting up we realized that this was no isolated case, but that all three of our handsets are doing exactly the same thing!
As you would hopefully remember me stating earlier, I am currently completing my MBA, and just in case you aren’t aware, that means that I practically did not sleep for an entire week last week! So after I slept the entire Saturday, I decided to phone the Vodacom customer care line to log my (And the rest of the family’s query) I was instructed that the batch of handsets we received is faulty, and that we have to return them with the original packaging for an exchange (Already I am quite pissed off, as you can imagine, remember the friendly reply from the Vodacom Sales lady Agnie????)
Monday was the first day back at the office after study leave, and as you can appreciate I got home quite late. Today I strolled into the Vodacare centre in Menlyn Park, and patiently cued again for 20 minutes, staring at your empty customer service charter and mission statement, thinking to myself I deserve this, I broke my promise.
Eventually when a consultant was available, I received the news that most upset me (And I must admit I did not expect anything else from Vodacom) – ‘’Sorry sir, you will have to submit your phone for repairs, you cannot get a new handset because of the 7 day return policy’’.
Now I’m really angry with myself...All these years, all the money each month spend with Vodacom (Please check my account for reference)... And this twit does not want to exchange your phone? My words to Angie resounding in my ears ‘’ Are you sure the handset is fine, I AM WRITING FINAL EXAMS AND DO NOT HAVE THE TIME AND PATIENCE TO COME IN AGAIN!!’’ I mean I received a NEW handset, but eventually it was a FAULTY handset that I was earlier informed needs to be replaced. I expect a NEW handset in return, and not another couple of days without a phone and ### promises that I was promised something NEW, only to receive something ###t-up, and a slip saying they need to repair it.
As you can imagine, I could not wait to relay the good news to my brother and mother, who are now in the same boat as me...
In closing down, nothing will come from this mail, and a reply would probably even piss me off more, but as stated in the subject line I guess that in doing so, I am getting closure of some sorts.
Vodacom, please enjoy the revenue generated by myself, my mother and brother, as this is the absolute ###ing last time you will ever ### our conscious into upgrading any account with you ever again...And I guess that’s the reason for me putting this in writing (For the first time after many frustrations experienced in the past). I am going to print this letter, and give each family member a copy to keep, and when the time comes for an upgrade, I will send you another E-mail filled with rapture and joy, because finally we will be free of your ###!
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