Geez, don't even get me started about the the retail cellular industry. There are so many problems there:
1. As a general principle, they treat their customers like crap. I suspect this is due to the size of the networks. Vodacom in particular has 22 million customers already, so what's the marginal cost of losing a few due to bad customer service? When my mother's phone was stolen recently, the local Vodacom Shop made her stand in a queue for over an hour just to get a form so she could claim from her insurance customer. I've had plenty of similar experiences to this myself.
2. Until very recently, Vodacom didn't even let you touch the cellphone you were planning on buying from them. You had to make do with a plastic "dummy phone". Stop to think about how insane this is. What computer store would expect you to buy a machine, for thousands of rands, without ever having seen the software? But Vodacom customers were willing to put up with this, in part because tricks you into thinking that "upgrading" means you're getting a phone for free and you should just be grateful, when in reality you do end up paying for it one way or another.
3. The sales assistants don't have any knowledge of their own products. Recently, when I was at the HTC store buying a cover for my phone, the sales assistant saw my phone and remarked "nice ROM you've got there". This instantly won him a lot of goodwill from me, because of the favourable contrast it created with Vodacom employees. In my experience, not only do most Vodacom sales assistant not know what a custom ROM is, the majority of them don't know what Android is, even though Android is currently the best-selling smartphone platform in the world.
4. Their retail business model relies on just-in-time supply chains with very limited stock kept on site. The result of this is that, even though Vodacom has a huge catalogue, and smartphones are now so ubiquitous that every second shop at the mall sells them, the vast majority of retailers have only one model in stock: the every-present Blackberry Curve 8520, which has basically become the Citi Golf of smartphones in South Africa.