On 26 April 2012, I upgraded my Vodacom contract to an IPHONE 4S. Then last Thursday morning, after charging my phone the screen went all bonkers. To the extent that I could not do anything. So I decided to drain the battery and recharge it. After this action, the screen started flickering but can still perform tasks on my phone. I then called Vodacom customer care to get advice on what I should do in this situation. The Customer Care then actually told me to take the battery out of the phone to do a hard reboot, even after I told them it was an IPHONE. Feeling very disappointed I called Apple US Customer Care to seek help. They told me that in such situations it usually is a battery hardware fault.
After knowing this, I went to Vodacom Repairs in Midrand to book the phone in. I provided all the information that I've received from Apple US as well. I got an SMS stating that my phone is ready for collection this week Tuesday, only to find that they have downgraded my IPHONE 4S iOS to an older version of 5.0.1 (when I booked it in, it was v5.1.1). So I questioned them about whether they actually know IPHONE, and they just told me that my screen is now fixed. I followed up with asking that what if it happens when I upgrade the iOS, when it happen again? Why did they downgrade in the first place? Then a consultant on site then suggested that I book the phone in again, reassuring me that this time the Hardware will be checked. 3 days later, I get an SMS for collection. Only to find that they merely did a software upgrade to v5.1.1 which I could have done myself.
I was later told by the consultant that Vodacom Technicians are not allowed to check any IPHONE hardware related issues. They are not equipped to do so. If any IPHONE is faulty due to hardware the policy is to exchange. Since they cannot replicate the problem, the Vodacom repairs manager, Natasha, stated that they don't have enough reason for an exchange.
So my question to Vodacom is this: How can you sell a phone with no phone support? My IPHONE is only 2 months old and already it is having issues. If Apple US HQ says that it is a battery issue, will Vodacom question their expertise?
Now after getting the phone back from Vodacom my battery does not even last for one whole day. Before it would last for at 1.5 to 2 days before it needs charging.
After knowing this, I went to Vodacom Repairs in Midrand to book the phone in. I provided all the information that I've received from Apple US as well. I got an SMS stating that my phone is ready for collection this week Tuesday, only to find that they have downgraded my IPHONE 4S iOS to an older version of 5.0.1 (when I booked it in, it was v5.1.1). So I questioned them about whether they actually know IPHONE, and they just told me that my screen is now fixed. I followed up with asking that what if it happens when I upgrade the iOS, when it happen again? Why did they downgrade in the first place? Then a consultant on site then suggested that I book the phone in again, reassuring me that this time the Hardware will be checked. 3 days later, I get an SMS for collection. Only to find that they merely did a software upgrade to v5.1.1 which I could have done myself.
I was later told by the consultant that Vodacom Technicians are not allowed to check any IPHONE hardware related issues. They are not equipped to do so. If any IPHONE is faulty due to hardware the policy is to exchange. Since they cannot replicate the problem, the Vodacom repairs manager, Natasha, stated that they don't have enough reason for an exchange.
So my question to Vodacom is this: How can you sell a phone with no phone support? My IPHONE is only 2 months old and already it is having issues. If Apple US HQ says that it is a battery issue, will Vodacom question their expertise?
Now after getting the phone back from Vodacom my battery does not even last for one whole day. Before it would last for at 1.5 to 2 days before it needs charging.
