Hi myBB's
I am about to give up on this matter and figured I would post here for advice as a last resort. In March I pre-ordered the Samsung S20 Ultra from Vodacom Waterfront and a couple of days after receiving it I was unhappy with the size of the phone. I have tried many avenues to return this but the answer has always been "You signed the contract and are therefore happy with the device" which I feel is a violation of my rights. Here is the detailed list of events:
2020-03-03
I signed the contract before the phone was available as per Whatsapp conversations with Tina, one of the sales representatives at that branch. I have note seen, held or used the phone at this point.
2020-03-06
I collect the phone from the Vodacom shop in Waterfront. I note that I requested a gray device and the one ordered was black. I did not personally put my simcard into the device, Tina, who helped me did this. This should be on their in-store video surveillance.
2020-03-09
I finally decided I will no longer use the phone as it is too big and box it up in the original packaging. I try to get the contact details from the Vodacom website to log a return but is met with an error message
I do however notice that there is a 14 day cooloff period, so I decide to return the contract in person the next available date.
On signing the contract I was not told that there is a functional difference in how in-store and online contracts work. On the very top of the signed contract it reads vodacom.co.za, which is where I read all the terms and conditions.
2020-03-14
I return the device, but I am told that I signed a contract that I am happy with the device and they therefor cannot return the device. I feel my rights as a consumer has been violated and I ask Rasheed for consent to record his reactions and reasoning.
(See attached 2020-03-14 - recording with consent.mp4)
I take the device home, find an online returns form online, and start the process there to show that I have intended to return the device within the 14 days specified online. I also phone 0821945 after-sales care, and I was told that the store not accepting my return is not correct and was urged to phone the head office and to lodge a complaint with reference number QWVW4O
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Since I've had conversations with Vodacom who insisted they never knew I wanted to return the phone even though I have sent that exact person the recording of me trying to return the phone in-store and online. Most of my interactions have gone that direction. I get referred to someone new who does not have any background and then I explain my story over and over again. All of this I have proof of.
I am about to sell the phone, cut my losses and call it a day. Any advice will be super welcome.
I am about to give up on this matter and figured I would post here for advice as a last resort. In March I pre-ordered the Samsung S20 Ultra from Vodacom Waterfront and a couple of days after receiving it I was unhappy with the size of the phone. I have tried many avenues to return this but the answer has always been "You signed the contract and are therefore happy with the device" which I feel is a violation of my rights. Here is the detailed list of events:
2020-03-03
I signed the contract before the phone was available as per Whatsapp conversations with Tina, one of the sales representatives at that branch. I have note seen, held or used the phone at this point.
2020-03-06
I collect the phone from the Vodacom shop in Waterfront. I note that I requested a gray device and the one ordered was black. I did not personally put my simcard into the device, Tina, who helped me did this. This should be on their in-store video surveillance.
2020-03-09
I finally decided I will no longer use the phone as it is too big and box it up in the original packaging. I try to get the contact details from the Vodacom website to log a return but is met with an error message
I do however notice that there is a 14 day cooloff period, so I decide to return the contract in person the next available date.
On signing the contract I was not told that there is a functional difference in how in-store and online contracts work. On the very top of the signed contract it reads vodacom.co.za, which is where I read all the terms and conditions.
2020-03-14
I return the device, but I am told that I signed a contract that I am happy with the device and they therefor cannot return the device. I feel my rights as a consumer has been violated and I ask Rasheed for consent to record his reactions and reasoning.
(See attached 2020-03-14 - recording with consent.mp4)
I take the device home, find an online returns form online, and start the process there to show that I have intended to return the device within the 14 days specified online. I also phone 0821945 after-sales care, and I was told that the store not accepting my return is not correct and was urged to phone the head office and to lodge a complaint with reference number QWVW4O
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- Vodacom's argument is I signed the contract and am therefore happy with the device. My response is I signed the contract before I even had the phone.
- Vodacom's argument is I put my sim card in the phone which shows my intent to use it. My response is, I did not do it myself, a store assistant eager for the commission made my mind up here by putting my sim in the new phone.
- Vodacom argues there is a functional difference in how the online and in-store contracts work, something which was not explained to me and at the same time on the top of the contract there is a link to vodacom.co.za website where the terms and conditions are publicized.
Since I've had conversations with Vodacom who insisted they never knew I wanted to return the phone even though I have sent that exact person the recording of me trying to return the phone in-store and online. Most of my interactions have gone that direction. I get referred to someone new who does not have any background and then I explain my story over and over again. All of this I have proof of.
I am about to sell the phone, cut my losses and call it a day. Any advice will be super welcome.
