I was due for an upgrade and went in to Vodacom Mall @ Carnival to upgrade on Sunday 12 Feb. It was almost closing time but I made it before the doors were closed. A guy by the name of Ronnie helped me, I signed all the neccessary documents and left my sister at the store so that he gives her the phone as it was for her. When we got home, we opened the box, switched it on and there was a ladder like lineat the top right of the screen., we unfortunately couldn’t send it back is the store was already closed. We went back on Saturday 19 Feb before the 7 days returns policy. When we got to the store, luckily Ronnie was there so we approached him.
He said that we would have to wait for 4 days for approval of a new phone. I asked why as I thought the rule was that if I bring a faulty phone back within 7 days I qualify for an immidiate new replacement. I went on to say that “If you had done your job correctly and opened the box, checked the content of the box and switched the phone on you would have seen the fault at once and we wouldn’t be in this situation”. He said “Are you getting upset because you were expecting a new phone, well there’s nothing I can do, vodacom will phone you and let you know if they have approved you for a new phone.” he said all that with such bad attitude.
I got very upset nd decided to phone Bheki who is the Store Manager using my personal phone and explain the situation to him. Whilst I was on the phone, he went on and on about me to other customers saying I have a bad attitude. The Store Manager asked to speak to Ronnie so I gave him the phone, and he refused to help me to his superior, saying that I was swearing just because I have said that I am tired of being walked all over because of my colour. He then went to the back office and gave my phone to some Anzel lady whom I didn’t even see. I helped another customer and left the store without even giving me my personal phone back.
After a good 20 minutes another lady gave us a new phone and we had to issist that she opens and checks that everything was ok with this one. Thinking that she was Anzel, I asked for my personal phone and she did not know what I was talking about and didn’t even bother to look for it, I waited another 10 minutes and had to shout asking for my phone and so I got it. I asked for Ronnies surname and no one at the store knew his surname which I find hard to believe as Ronnie is either an ASM or a supervisor.
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