Vodacom - new contract, broken phone

[d.delaharpe]

I bought an iphone at the end of Feb 2012. The phone broke after 2months: Message alert tone came through 2 or 3 times for 1 message, touch screen stopped working and eventually the screen went white. Took it back to Vodacom to exchange and because of their policy to send it back for repairs I had to wait 10-15 days to hear back. Vodacom exchanged the phone, but I received it in a plastic sleeve and not a new wrapped box.

The new phone started switching off, even though the battery was on 80%. Two weeks after I got it back from Vodacom I took it back and again the same process - Send it away for repairs and wait 10-15 days. Vodacom contacted me to collect the phone and all they could tell me about the broken phone was that they upgraded the software, BUT the phone had the latest software on, before I sent it away.

Yet again, after a week the ('fixed') phone wasn't fixed and the same problem occurred! The phone switched off with a full battery. At this point I went back to Vodacom to take my phone back and requested to exchange it for a brand new handset. All they could tell me, AGAIN was to go through the same process - send it away for assessment and wait another 10-15 days. I handed my phone in again (not knowing what the status report is) and this time Vodacom phoned me and told me that the sim tray and the phone doesn't have the same serial number and therefore can't be released until this matter is resolved!

I've spoken to the Repairs department and Supervisors at Vodacom and no one can give me an answer. I've had my contract for just over 3 1/2 months and for 1 month it's been with Vodacom Repairs. I just want a brand new WORKING phone!

[OGroteKoning]

Sounds like my experiences with modems. They give reconditioned modems as replacements and not new ones. The warranty on the original units are carried over the recon hand-outs. I have 2 problems with this - (1) I paid for a new product and actually expect it to be replaced with a new unit if the original one I received was faulty and (2) The warranty should be for another "full" period because it is a different device.

Good luck!

[Yuu]

Well i think you will have to resort to social networking sites to get them aware. Not something i will always recommend but its the norm slowly now as more people opt to using these services.

Start with Facebook then twitter and watch as your issue is resolved within 10-15mins if not more or less.

Sorry to hear your troubles but i hope you get sorted .

[Kosmik]

CPA applies surely on a product less than six months old? Replace or Refund.

[markface]

Yussis, that is ***! Are you sure they don't have some policy like MTN? I had a GalaxySII which the mic packed in after 3months. They swapped it out with a BRAND new phone (from another store even) because it broke within 6months. Surely Vodacom is the same?

[kingrob]

Apple's policy is to give you a "refurbished" phone, even if you hand in a one month phone & it was broken from the start.

And that's why I will never ever buy another Apple product again.

You pay a premium for something you have to pray for that it doesnt break.

[Sandman3000]

CPA applies the same to all mobile providers:

In-store OBF(out of box failure) exchange within 7 days. If the handset is over 7 days old but less than 6 months then it goes into an implied warranty where the handset gets send in and assessed for a brand new replacement or refund.

[mazelove]

Apple's policy is to give you a "refurbished" phone, even if you hand in a one month phone & it was broken from the start.

And that's why I will never ever buy another Apple product again.

You pay a premium for something you have to pray for that it doesnt break.

Very nice lol

[marine1]

Agreed, this is not vodacom in full but rather a lot of responsibility must fall on Apple. shocking warranty. Borders on illegal no?

[Albereth]

Agreed, this is not vodacom in full but rather a lot of responsibility must fall on Apple. shocking warranty. Borders on illegal no?

Really? There is no contract between the purchaser and Apple. The whole deal is with Vodacom. Vodacom need to get themselves sorted out and provide a new phone, fix the old one or give the money back depending on what the client wants.

Vodacom are more than welcome to use the CPA to go to their supplier if they are unhappy with the service that they are getting from Core and get a new phone, a repaired phone or their money back. Oh wait, unlucky for them, they don't get protection.

[d.delaharpe]

Is there a Vodacom representative online? The problem here is that no one is taking responsibility.. everyone just keeps shifting the blame! I have to keep phoning for a progress report or update, which = me wasting my time and money on something that shouldn't have been a problem to begin with! What is it going to take?

[Paul Hjul]

Assuming the CPA creates a 6 month replace or refund rule and this rule prohibits refurbished devices AND assuming Apple has a replace with refurbished policy: it is for Vodacom (and others who sell on Apple products in SA) to devise a policy to make both work. The easy solution of course is for Vodacom to provide the new device or refund take the device to Apple have it refurbished and then resell the refurbished device as a refurbished device. Of course this pushes up the cost of supplying Apple products and those costs get passed down to the consumer.

In short the CPA marks a consumer price adjuster - upwards, together with protection. Personally I like a lot of the underlying thinking in the CPA and believe it is better to have protection with the additional pricing but it must be remembered that the protection does come with a price. The CPA is not a white knight working on charity.

[Paul Hjul]

Assuming the CPA creates a 6 month replace or refund rule and this rule prohibits refurbished devices AND assuming Apple has a replace with refurbished policy: it is for Vodacom (and others who sell on Apple products in SA) to devise a policy to make both work. The easy solution of course is for Vodacom to provide the new device or refund take the device to Apple have it refurbished and then resell the refurbished device as a refurbished device. Of course this pushes up the cost of supplying Apple products and those costs get passed down to the consumer.

In short the CPA marks a consumer price adjuster - upwards, together with protection. Personally I like a lot of the underlying thinking in the CPA and believe it is better to have protection with the additional pricing but it must be remembered that the protection does come with a price. The CPA is not a white knight working on charity.

[GoofySmurf]

I managed to locate the iCare callcentre in the Uk contact details to make them aware of Vodacom's business practices and what my options is.

After a 10 minute conversation and giving serials etc they said they will test my phone and if faulty will replace it with a brand new iPhone, they bypass Vodacom completely and you deal with Apple directly.

They ship your phone to the UK for free and send the replacement in a sealed box back for free as well.

The contact number is: Tel: 0448442090611

Its nice to experience proper customer support for once. Hope this help .....