Good morning Vodacom
I am extremely disappointed and heavy- hearted in writing this mail, since my expectations were not meet, rather appalled by the service received at East Rand Mall Vodacom outlet, across Dischem.
On Monday the 02 November 2020, I went to the store to get a new phone after the one I was using was debilitated from day to day use. The reception was not bad upon arrival, I was assisted by a young lady there.
Yes it might have been minute before closure (+/- 30 minutes), but doesn't justify what I am about to express.
I bought the P40 lite (accompanied by a watch), the procedure entailed me been given the phone and further "figure it out" on my own, without explaining anything.
Since I have been using the Huawei P series for a while, I didn't see the injustice prevailing of me failing to operate or use the phone.
When I got home, I tried downloading Google drive on it to restore all my information to a dismal fail. I couldnt access any of my contacts, and decided to return to the store the next day.
On the 3rd at about 13h30 I went back to the store, to enquire about the functionality, I later learned that the phone was not working on google drive, something which was not explained to me.
The manager at the store called a lady by the name of Ouma working for Huawei to come and assist, she arrived after 40 minutes, I waited nonetheless. She started working on the phone with great struggles, and later informs me that the phone was never set- up from the store, and that caused the delay.
After a long wait, she start getting around the phone and informs me that a Huawei ID is needed, all this is foreign to me. I then asked her, if she, as an expert is struggling, what would become of me as a lay man with no knowledge and experience of the HMS?
I humbly requested to be given a phone that is user friendly and google drive supported.
I was moved from pillar to post, inciting that it would be a come -back on the consultant that sold the phone to me. I then wondered why are they not sensitive to my needs of getting a user friendly phone.
After battles of note, and them trying to convince me that " I will be fine with the aforementioned phone" asked if they will be able to assist me or not.
They furnished documents to put in a query of a phone that is defective, written that it "kept dropping calls and lost network", but that was not the case. I clearly stated reasons for not wanting the phone, yet they opted to putting what they saw fit.
I asked if I will be getting another phone, they refused such and said they will need to take it in for Technicians to make a determination on it.
I was again told that if the technicians find nothing wrong with it, I would have to take the phone.
The entire drama ended in a bad way, I left the store without a phone at about 17h30, making it 48 hours without contact.
I don't believe in the notion that the customer is always right, but it was within my right to request a different phone.
I am deprived without a phone.
I called the customer care centre today 4th November 2020 to enquire about the account and grace period on feedback, but was told that nothing is reflecting on the system about the phone or drama that unfoulded. The assumption might be that they will wait for the 14 day grace to pass and load it as a late return, after being returned within 24 hours
Recourse:
I hereby request that the contract be terminated with immediate effect, I will find alternative shops to obtain a phone, as for the attitude at East point, they can keep their Vodacom, I will find alternatives.
My phone number is [protected], I would have made a plan to get a phone by no later than 10h00 today.
Please peruse my profile, you will also note I have been a loyal customer of Vodacom for years now. But that too doesn't worry me
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