Vodacom
Reviews and Complaints

I have had an account with Vodacom for three cellphone contract. I was recently handed over to attorneys. I was told that my account was being handled by this other rude lady.

Ever since I’ve tried talking to this lady to try and understand how my account was handed over and try making arrangements to pay. She forever doesn’t want to listen to anything I have to say but starts screaming at me that Vodacom needs the entire settlement amount ( R10 172.82) and if I don’t pay drastic action is going to be taken on me.
This woman has even faxed my private documents to people that I have not authorized and this is an issue because now my private information is being distributed to anyone. I have since asked her about this incident and all she tells me is she’ll call and fax anyone that she wants to and share my information with. She has even notified me that she’s going to garnish me because I have not yet made the initial payment.

So all I wanted to know from Vodacom is, is this how clients should be treated just because they not paying their account?

Vodacom is running these 24 hours promotional calls where they phone you at all hours to offer you these free promotional changes to your existing contracts. I was called 3 months prior to my data contract with vodacom ends, where they offered me a promotional extra data for the remaining 3 months, at less cost than what I am paying now. I told the operator that I am not interested, as I am definitely ending my contract on the 17 dec 2013 when the contract comes to an end. He then continued to tell me that this is not an upgrade, it is an promotional offer, which can be used for the remaining 3 months and I can only score by doing this. For no extra charge, they will double my data from 1g to 3g, for the remaining 3 months, at r199 per month, where I am not paying around r250 per month. I emphasized 3 times that I am still terminating my contract in december, he repeatedly said that I am still able to do so, as this is a promotional offer, not an upgrade. I then agree to this. The entire call was recorded as per their initial opening statement when they call you. When I called the vodacom contract department middle of nov to terminate my data contract, I was told I can't cancel it, as an upgrade was done 3 months ago on this contract and that I am liable for this for the next 2 years! When I told her what happened and that the agent must have messed up, she told me to go to the police and file a complaint of fraud against them... Unreal! I was furious! I called their upgrades department, escalated to their senior people, where they promised to have this sorted out within 48 hours. I told them to pull all the phone records as that will confirm all the discussions, which they agreed to do. Nothing happened! This is now 4 dec, and I still have not had a single call or response from vodacom. I called them again last friday and was furious and escalated it again, only to be told that they realize my frustration and would escalate it further and promised feedback within 48 hours... It is yet again another 2 weeks with no no response from vodacom! This is absurd! I do not want the contract! If I now cancel my debit order on the 15th dec because they don't care and don't respond, I will be blacklisted! How is this fair! How can a huge organisation like vodacom just get away with this. They are stealing from people and don't care that it impacts our lives... What can I do!

To whom it may concern. I'm a very unsatisfied customer and at this point I have had enough. The last two months there has been debit orders going of my account for the amount of R275. That's for October and November. Then I went to cape gate and ask the guy what's going on why are you guys taking money when I settled this account in may 10 2013 for the amount of R875.75. So he said its a new contract that we have to cancel so okay we cancelled it. Now the 2nd December there went a R470 flying! After it was suppose to be the last debit at the end of November. Now I just want to say I'm not going to stop until I get all the money vodacom took from me. As I'm under debt review I can't afford money going missing that I don't have anything to show for. At my workplace if I do something wrong I have to pay for it. Someone in your department made a mistake and they have to pay.
Kind regards
Angelique Cilliers

To Whom it may concern

I would like to lay a complaint to the relevant department against the Vodacom shop at Durban's King Shaka International Airport.

I purchased a cell phone cover to the value of R399.00 on the 12/10/2013 I hadn't even opened it and everything was still in its original packaging and form when I exchanged it 7 days later on 19/10/2013.

The guy who assisted me at the store took the cell phone cover back and told me that I will not be refunded on the same day as it was a card purchase and advised that I put all of my card details down and they will perform an offline transaction on Monday 21/10/2013. I did that and waited till Thursday 24/10/2013.

I then called the store, The person who answered gave me the contact details of the head office store saying that they could not help me. I then contacted the head office store who then told me that they were going to transfer me back to the Vodashop store at the Durban Airport, because that is the store where the purchase was made and it is them who should have assisted me in the first place. As a person who works with customers on a daily basis this kind of incompetence from Vodacom is unexceptable. The reason for the exchange was simple the day after purchase I saw a more attractive cell phone cover hence I didn't even bother opening the one I originally purchased. I am aware that if I exchange a purchase within 7 days I am entitle to a full refund.

All I want is my R399.00 back into my banking account. I am disgusted with the service I have received and the amount of time I have to wait to get my own money back. I am now left without a cell phone cover and without my refund. Please treat this as a matter of urgency.

Thank You!
Kind Regards,

Jacqui

since mid august 2013, R144.00 has been deducted off my bank account. this happened again mid September and october 2013 for an active number I do not have or know nothing about. I've tried calling vodacom's customer care line, mailed the head office in johannesburg (fraud dept) but got no feedback. i'm fed up and frustrated. please help as i cannot keep losing money this way for something I don't have, use or have knowledge of.

My cellphone line was locked by an unknown person on the 05.08.13. When I phoned Vodacom, they said that someone did phone in to lock my line, the callcentre agent failed to take down a name of the person. I explained to Vodacom, every time I phone Vodacom there is security procedure they follow with me in order to establish whether they are speaking to the correct client. Why wasn't this procedure followed with the person that phoned in to lock my line. I requested the recording in order to establish who has phoned in and whether Vodacom has followed security procedure. I was told the procedure to get this record was to open a case at the police station whereafter Vodacom's fraud department will communicate with the police to get a subpoena in order to get the recording, they cannot just issue the recording to me. I have opened a case at the police under case no.: CR44/08/2013. I did received sms confirmation from the Mondior Police station, however seem like I have lost the sms on my phone to confirm who the investigating officer was. I was told that my query would take between 7 to 14 working days. I have been waiting almost 2 months now for positive feedback from Vodacom. After 2 complaints on HelloPeter and several emails and telephonic conversations, I am told by Vodacom to be pro-active and get the subpoena from my attorney. I have said to them I'm not going to spend any more phone calls or costs on them, they have made the mistake and they need to rectify this. Then I am told by Moenier de Vries from Vodacom that the guy who advised me that Vodacom will communicate with the police, he is only a customer care consultant and basically he said that this is not the procedure that will be followed. I am not interest in that they advised me incorrectly, then they need to train their consultants properly to provide the correct information. They also tell me that I need to wait, their fraud or forensic department will get to me when they get to me, what a terrible attitude to have and this after I was also told and confirmed via email that it would take between 7 to 14 working days. My last complaint in Hellopeter was on Friday, the 27th of September 2013 and Vodacom responded that they will be in contact me with me to assist with a resolution. Up to now no one from Vodacom has phoned me. On the 06.09.13 I spoke to Moenier de Vries, who tried to assist said he will try and get the recording and see what he can establish from listening to the recording, however he cannot provide me with the record, which I understood, after our conversation on the 6th he asked me security questions, how secure is this? On the 10.09.13 he phoned me back, said he forwarded the recording their forensic department. He confirmed that it was a lady that phoned in to lock the line. When I asked him if security procedure was followed he was very evasive to answer and only said that the lady was able to answer some of the questions, how do you still gain access of you cannot answer all the security questions. Then all of a sudden now he cannot provide me with the info, he only said that he cannot provide me with the recording but can supply info of what was said. Vodacom does not come back to me and they have compromised one of the customers accounts. Maybe by avoiding this matter they think that I will leave the matter and they will get away with compromising my account. I am not leaving this until I get the recording and establish if Vodacom is at fault here. Please can someone assist me to get Vodacom to respond to me with positive feedback and in order for me to get this recording, I am very frustrated with this.

I applied for a Smart S contract from Vodacom Chatz in Carnival Mall on Friday 30/08/2013 and was told that they didn't currently have stock of the Samsung S3, but that I would receive the phone no later than Wednesday 4/09/2013. On Wednesday, I called the store to find out if I could collect my phone, but was told that they don't have stock of the phone and asked that I call back that afternoon, which I did, but it was still not delivered and no one at the store could tell me when it would be arriving. I called the next day only to be given the same story, the phone was on back order, when I asked why they didn't have the decensy to call and let me know there was simply no response. It is now Monday and I have still not received any feedback, even after logging a complaint with hellopeter.com and going into the store AGAIN! They don't call to keep me updated or even know what is going on with their own deliveries. This is utterly pathetic service!

From November 2012 I noticed that my Vodacom Bill was high, I did not pay too much attention the went on for the month of Dec, Jan, Feb March But then in April I traveled Out of the country for the whole month but when I came back and got my bill my bill was still high. I Then when to the Vodacom customer care center in Sandton City to enquire. What I found as to the reason for my high bill was shocking. A company called Integrat had from November been taking R5.26 a day off my Vodacom account now because I did not have the option of itemised billing I was not able to pick this up. The lady at Vodacom helped me to phone this company a Gentleman who Identified himself only as Moses answered and his only explanation was that i may have clicked yes on something that flashed on my screen while i was downloading the WhatsApp application. and while I was there there was three other people with the same complaint and the ladies at the Customer care said apparently this is the norm they get over 50 complaints about this company Integrat taking money off their accounts and its mostly on Prepaid customers that would typically not receive a bill. Surely this cant be legal.

After 3 days of frustrating, time consuming over the phone discussions with vodacoms call agents regarding a surprising: "your profile has been deleted - but we don't know why" to "your account has been deleted bcos of a debit order that did not go off last year july 2012" to "your account is up to date - we are working on the matter with our legal department" - yet still no effort in assisting me in this regard or having a solution? with the service I received today - I wonder if vodacom has any willingness or expertise in dealing with this problem. I never ignore my responsibility of payment. I paid a total of r629 on the 15/01/2013. after 3 frustrating days fighting / begging and expecting help from vodacom - even an explanation - but nothing only false promises. while my business stands on hold because vodacom has shut my doors - after paying full amounts! with their blunt attitudes, simply deleting my account with no valid or simple explanation? out of the several agents promising me that this would be rectified today - one of these agents sent from customer care to assist me (petronella - from collections department). she asked me "how far are you from menlyn mall?" I said 30 min drive. she said "I can go and pick up a other sim card for my ipad" or she can bring it to me at my house. but that I had to accept that my account is in arrears and that is why my profile was deleted. what? when I asked how much my account was in arrears with (bcos, I know that my account is up to date and even 3 vodacom agents in the customer call center) she could not tell me and said it was a debit order that came back last year july 2012 - excuse me...6 months ago? and now my profile gets deleted? when you exp disappointment at the lower end of the companies personnel structure it can be in some rare cases justifiable, but when a similar culture - an attitude is evident at top level of a company, more often than not a clear sign of complacency, (often not even aware of the insidious cancer) and a false sense of security - the silence destroyer. correcting my shocking facts with no respect for the truth (contradicting their own correspondence). explain why my account / profile was neglectfully deleted? (no warning, no sms nothing). please advice in this regard, I have exhorted all avenues. something is fishy in vodacoms pre-legal department. switch my ipad account on immediately and explain why my profile was cancelled in the first place. [protected]@ferreiraconsultants.com cell no in query: [protected] / id no: [protected]

Vodacom - pathetic service, no help, ripped off!

2 months ago I upgraded my contract.in order to do so I had to pay in an amount of r1700 approx. This was paid in. 1 week later the payment was not allocated. As I desperately needed the new phone, I paid again with the promise the payment would be allocated "when it was found" and my account would be in a plus. I received my new phone (Note 2) and happily bought a 1gb data bundle as I only have 300mb as part of my deal. I loaded the bundle and enjoyed my new phone. Every time I checked my data left, I seemed to have loads left - and I know data expires, so I downloaded ramdom games and stuff I didnt need to use up the data. End of the month comes and my phone bill is r5000, which put my bank account into arrears. I went to vodacom to sort out the issue - bevause there was no way I had made calls of that amount. Turns out I had spent that amount on data - yet when I checked in the store infront of the consultant I still jad over 400mb left? Turns out the data bundle sold to me came with an added bonus of. 1 gb "night owl" which is available from 12am til 5am. So every time I checked my balance it reflected the night owl balance not daytime data balance. The sales idiot that sold it to me did not explain this or I would have known? I sunsequently was told that with my new months billing, the total would be r8000 ouystanding. I do not have that kind of money available. After weeks of calls and screaming and shouting and begging I said that although the mistake was not mine, and I had not been informed correctly when I purchased the bundle, I had nevertheless used the data amd would subsequently pay for it. A payment plan was arranged over 3 months, with an amount of r1700 approx deducted off my account to settle the debt, over and above my normal monthly payments. I asked that the "missing" payment I had made (Refer beginning of text) be used as the first payment as it had still not been allocated. All was done and organised and sorted. I was wrong. Now my cell has been cut off as I have an outstanding debt of r7000. They also havent received my payment for january. I have spent more than 2 hours on the phone today. I have spoken to:accounts deptconsultantsdata depta supervisornot one person has been able to help me besides one that put the phone down in my ear, one that threatened to "listen to the recorded conversations" (I wish she would and I told her as such) and one who told me my debt order had been cancelled - without notifying me? I require the following:1. The original payment agreement being upheld2. The debit order reactivated3. An explanation as to why my latest bill is r3000 after not using any data that was not bundle4. Several apology letters - from the idiot that sold me the bundle in the first place, the vip accounts guy who made the payment arrangement with me, which he screwed up and also removed my debt order, and from vodacom for all of the pathetic service. Oh and on another persons complaint on this forum - also data related - a consultant named elroy charged the bundle prive for data used in a similar situation. Any reason why I was not offered this option? Which I now demand as I feel I have every right to. I demand assistance. It has been months with no suitable assistance!

I have posted on hellopeter, mybroadband, and after this will email complains dept and put on facebook as well. Still awaiting a response.

I have a Vodacom account Burnard, Raaff & associates are handling my account as I could not pay my account due to some reasons they are handing me over for R 8 108.17, for airtime I have never received I refuse to pay this not I have a court summons, that is just nonsense how can they make you pay for something you never got will they even give me 8000 airtime that is just nonsense, the service is so rude you cannot talk to these people with the aptitude has if this has never happened to them if they were in the same situation will they like it if I scream and shout at them I don’t think so, will you agree with me go to court? to pay something you never had I will not

Op 26-11-2012 het ek my selfoon kontrak upgrade waar Thomas my gehelp het. My Data is oorgeplaas op die nuwe selffon deur Dito. Tydens die oorplasing het die foon die heeltyd gehang. Die konsultant het aanm ygese dat ek die foon moet kontroleer want dit is nie reg nie. Ek moet die foon inbring om nuwe een te kry. ek het die foon gevat en 28-11-2012 aangesit. Ek het oproepe gekry en het die foon heeltemal afgesit en dood gegaan. Op 29/11/2012 het ek die foon terug geneem waar daar vir my gese is ek moet die foon inboek wat ek nie kan verstaan nie omrede dit binne 7dae van kontrak is. Op 30/11/2012 sou Andrew (die bestuurder) my terug geskakel het. Geen terugvoer. Op Maandag 03/12/2012 het ek weer Andrew gebel waar hy my meedeel dat daar skade op die foon is en dat hy geval het. Waar die foon nou skade op het weet ek nie van nie en ook was dit duidelik dat die foon alreeds by Vodacare probleme gegee het. Verkeerde advies is deur konsultante gegee ook aangesien ek glad nie n nuwe foon gekry het nie. Die nuwe foon wat ek upgrade was n Blackberry Torch.Ek doen besigheid op my blackberry en is tans sonder n foon al vir n week. Daar is loss of income ter sprake en gaan ek met verlof waarop ek op my selfoon werk. Ek soek asb dringende aksie

On fridae night at 19;45 mariekie jooste phone me and thred me and my son with death .She work at ellisras vodashop. A ask where sy got my selphone
nummber sy reply she work for vodacom and she can do and find out, the info
is in here hands. Afther her cal a went to koppies sap and a restraining was open agens her and her husbin joh jooste . The swering over the phone were bad bad.
Stop her to thred me.

Good Morning

I refer to the complaint below which was made on 30 August 2012. Today is the 5th of September 2012 and we have received
no feedback from Vodacom. I feel the way in which Vodacom is treating us as customers is not acceptable & no help is being
provided from Vodacom to resolve this matter.

Please assist with the complaint below because according to the CPA act Vodacom is not being helpful to resolve our dispute:

This is really very BAD SERVICE, we are client’s with Vodacom now for more than 10 years, never missed any payments just to be treated like this?

Kind Regards

Mrs M Lemmer
[protected]
Mr GJ Lemmer
[protected]

From: [protected]@vodacom.co.za [mailto:[protected]@vodacom.co.za]
Sent: 30 August 2012 11:18 AM
To: Marlene M. Lemmer
Subject: RE: EC-Z9CY-2IBX8 Unsatisfactory Client service Vodacom shop Cresta Mall

Dear Valued Customer,

We acknowledge receipt of the query.

Kindly be advised that the service request has been assigned to Gibralter Makhura for resolution and the Executive Client Liaison will provide feedback to you.

Regards
Executive Client Liaison Officer Team
Vodacom
[protected]

-----Original Message-----
From: Marlene M. Lemmer
Sent: Thu Aug 30 09:10:25 GMT+0200 2012
To: [protected]@vodacom.co.za
Subject: Unsatisfactory Client service Vodacom shop Cresta Mall

To whom it may concern

Reason for complaint: Unsatisfactory client service / not keeping the client informed / Making EMPTY promises

On the 19th of August 2012 we visited the Vodacom shop in Cresta Mall. We were helped by a young lady by the name of Lerato.
She assisted us very well & I was impressed with the service we received. But after this transaction this is where everything went
from HERO to ZERO service!

While my husband upgraded we also wanted to take out another Cell phone contract for our son (R99 top up with the Nokia Asha 306).
Unfortunately they did not have the phone in stock so Lerato said she will order the phone & it should arrive by the following week Thursday - Friday.
She also promised that she will phone us & update us on the progress but she will definitely have the phone by Friday 24 August 2012 (this promise was
made while our 8 year old son is standing there & is SUPER excited that he will get his 1st phone the following Friday)

During the week of 20 August - 24 August 2012 I have not heard anything from Lerato. On Friday 24 August 2012 I decided to contact Lerato (this is how
it is supposed to be client phoning to speak to the customer consultant, I mean if you need service it must come from the client side) This call was made by
9h30, Lerato informed me that the phone has not arrived as yet, they are still waiting for some stock to be delivered but she will contact us that same day.
My husband Mr Lemmer received a sms on his phone later that morning to inform us that the phone is on back order but it will arrive the following week
Tuesday the 28th of August 2012

On Tuesday we again did not hear anything from Lerato, we were at Cresta Mall that afternoon from 17h00 and I phoned the vodashop to find out
if the phone has arrived. Lerato was busy with customers so I left a message with a Lady (I think her name is Nadia) & she promised that Lerato will
phone me back. After doing our shopping I the customer again phoned at 17h45 same lady answered the phone, I ask if I can please speak to Lerato,
she transferred my call & the phone kept ringing, ringing, ringing, ringing, ringing, ringing, ringing, ringing after 5 MINUTES the other lady decided to
pick up the phone. She informed me that Lerato is unavailable and is busy with clients she will phone me. I told the lady about the whole story and that
we are unhappy because Lerato is not phoning us and I feel this is not the right from Vodacom's side. The lady said she understands, apologized and she
asked Lerato if the phone has arrived as PROMISED by Lerato, Lerato then again CONFIRMED that the phone will be there on WEDNESDAY 29 AUGUST 2012.
The Lady again apologized & PROMISED that LERATO will contact us on Wednesday 29 August 2012

GUESS WHAT VODACOM - no phone call from Lerato and we are waiting for the phone since 19 August 2012 and today is the 30th. I even wonder if
the phone was ordered? I did not mind waiting for the phone, but the fact that Lerato is making promises & not even have the decency
to phone us and just say, Sir / Mam I am sorry but we are still waiting for the phone and just regularly kept us up to date I would not have felt the
necessary urge to send this email.

This is really poor service, I will rather go to MTN or even CELL C the weekend to do business with them, clearly our business is not welcome at VODACOM!

Regards

Marlene Lemmer [protected]
Gerhard Lemmer [protected]

I placed a limit on my bill as my billing was getting out of hand.
When my limit is reached my phone is soft locked. This means that even though I am paying a blackberry service fee for my free bbm's and internet usage, I can't use any of these functions which means I am cutt off from the world and cannot reach anyone.

I have increased my limit early yesterday morning to at least be able to send bbm's etc. They told me 4 - 6 hours before I will be ble to use my phone again.
It is now more than 24hours and my phone is still locked! I have switched on, off, battery pulled etc.
When I called them they simply say, I am sorry. It must be one of those days when you have to wait longer... Honestly? This is the second time I "happen" to have "one of those days" with vodacom.
So this morning a lady calls me back from vodacom after seeing my hello peter complaint and promise to call me back after an hour as they are investigating the problem. Guess what. Still no call. Phone still locked. Going on 2 days now..
Guess i'll be shopping for a new service provider!

I upgraded my contract and got a phone and a samsung galaxy tab 10.1 p7500. I decided to take vodacom insurance only on the tab. the first 2 months I was charged double on my insurance I let that be because they said they will pay me back. eventually 4-6 months later I received the funds. but that's not the problem! unfortunately during this time I dropped the tab and the screen cracked, so I went to vodacare in hatfield and they gave me a report saying its beyond economical repair and I should contact cellsure to submit a claim. I did that and to my surprise it was declined? I was declined because of the wrong sim? when I upgraded I got a free linked data sim card for the tablet I have never taken it out, let alone put another one in! I would like my claim to be approved asap! I am not in the wrong! I upgraded at vodacom brooklyn, I got my linked data sim at vodacom brooklyn, put it in the tab in at vodacom brooklyn. it was never taken out until I took it to vodacare hatfield. the insurance was arranged at brooklyn vodacom. vodacom brooklyn did all the paperwork for insurance. I dont even recall needing to sign anything. please fix! thanks im a very unhappy customer!

I send my nokia in for repair on the jack where the earphones plug in.

I received my phone back and realised that this was not my phone as the screen was not working as it use to. I checked the imei number on the original box and to my shock it was not my phone. Furthermore there were apps (Angry bird) on the phone and pictures that I am almost certain does not come standard with the phone. I phoned vodashop and they were of no help and said that they can not do anything about it and that if they can get my old phone back it will not be repaired and they I need to bring in the refurnished phone and they will send it in again.

Problems:
1. No one informed me that it was a possibility that I will not get my old phone back.
2. When I collected the phone I was not informed that it was not my original phone.
3. No one informed me or phoned me to inform me that my phone was not repairable and asked if it was ok if they swop it with a refurbished phone.

I strongly feel that they should give me a new phone due to there lack of professionalism and their lack of informing me of the true facts. If they gave me a choice in this matter I would have asked for my old phone back.

A Internet toggle taken on contract then found faulty sent all over to solve myself gave back toggle they gave me a second hand loan and promised me one week only it is now nearly one month and nobody has bothered to contact me about this problem after my wife had contacted them they told her two days and one and a half weeks have gone past. I left cell c for poor service and decided to join vodacom as they boast to be the BEST but i may to differ.When taking out this contract was told or even guaranteed that i will receive 3g coverage but when using this loan toggle have only had poor reception.It would be appreciated if this problem be solved regards Mike Amos.

This is the letter that I have forwarded to vodacom and have received two reference numbers. But still have not received any response or call.

Consumer protection act explained

Please find below a draft from the consumer protection act and explanation and then read my letter of complaint and see whether I have been treated unjustly and absolutely no service delivery. Vodacom has had my phone since march this year. They chose to send to a private cellphone shop for repairs and due to this I lost my warranty. The cellphone was returned to me with the alt key broken and vodacom had to have this repaired at their cost, because that was never noted on my fault form handed to me. My phone was eventually returned for the same reason (Software), only to be told that blackberry in johburg will not fix the phone as there was an “unauthorised repair done” by a private cellphone shop. The attendant where I handed the phone in did inform me that it was not liquid damage as they (Vodacom) had had the phone now for 5 months. I demanded a replacement or refund and still to this date I am waiting and have received absolutely not response from vodacom; manager; supervisor. I am still paying this phone via debit order every month (R185). I have given a more detailed description of my “ordeal” with vodacom after this explanation:

…”predictably, the section of the act which is shaking up the marketplace most is section 56: “implied warranty of quality”.
For decades, many retailers have adopted a “sorry for you” attitude when their customers return problem goods.
Either they refuse to accept that the goods were defective in any way, or they begrudgingly take the goods back and issue a credit note, valid for a short period of time.
In short, they’ve assumed total power to decide how to respond when problematic goods are returned.
Actually, common law has for many years protected consumers against defective goods – though few realise this – but it doesn’t give consumers the right to decide how they’d like to be compensated, leaving suppliers to decide what to do, if anything.
And manufacturer or store warranties limit recourse to repairs, because it’s obviously much cheaper for a company to repair an item than replace it or refund a customer’s money in full.
But the act has turned that status quo on its head, giving the consumer the power to decide on the remedy – and he or she is backed up by a consumer commission and consumer tribunal which have the power to impose hefty penalties on companies which fail to comply with the terms of the act.
If goods bought by consumers fail in some way, the consumers get to decide which of the three rs – a refund, replacement or repair – they want.
If the consumer opts for a repair, and that repair fails within three months, or “a further failure, defect or unsafe feature is discovered”, the supplier must replace the goods or refund the customer.
The only exception to this is when consumers know and accept that they are buying low-quality or defective goods.
If a consumer opts to have goods repaired, the statutory warranty on the goods as a whole is extended for a further three months.
But, says chris charter, a director in the competition and regulatory practice at cliffe dekker hofmeyer business law firm, if that repair fails during that three-month period, the consumer doesn’t have the right to demand a refund at that point.
“it’s then the supplier’s prerogative to replace rather than refund.”
How so? Because the wording of the act gives the supplier the discretion to choose replacement or refunding, he says.
“if the repair fails, the remedy is not ‘at the direction of the consumer’ as with the original failure.
“taking the wording at face value, it then seems that the supplier can elect to replace or refund where the previous repair does not hold within three months.
“it may be, however, that the replacement results in the original six-month warranty period starting anew, so that the consumer will have another opportunity to demand a refund if the product proves faulty.”
In other words, if you’re gatvol of the product by that stage, after two failures, you won’t be entitled to demand your money back – you’ll have to accept a replacement if that’s what the supplier opts for.
And only if the replacement proves to be defective will you be able to demand a refund.
This may lead consumers to conclude that they’re better off asking for a refund the first time a product fails, when they have the right to choose the remedy.
Ina meiring, director at werksmans attorneys, anticipates problems with the practical enforcement of the act’s “refund, repair or return” section…”

To whom it may concern,

I am not sure who I need to contact with regards to a complaint I have been trying to sort out for nearly 5 months with both vodacom stores in the area I stay.
At the beginning of the year my fiancé’s phone, blackberry 9870 started "rebooting" on its own. The phone was still working and operational except the whole rebooting. I was told that it was a software problem. I got the phone last year march 2011 at vodacom shop, lillies centre, old main road, hillcrest. The activation date was 27th may 2011.
I was told that I could take the phone to any vodacom shop for repair.

I took the phone to the vodacom 4 u shop in hillcrest corner, shopping centre, hillcrest. I booked the phone in. Two days later a lady contacted me and asked if I had gotten the phone from another vodacom shop and I told her where. She informed me that they would require the proof of purchase and also the activation date.
I then contacted shop where I had received the phone and requested the above. The gentlemen informed me that he would fax the information through directly to them.
After 5 weeks of not hearing from vodacom 4 u I went to the store only to be told that the phone was still there as they were still waiting for the proof of purchase and activation date. Someone from the store then contacted vodacom (Lillies centre) and they faxed it through. I was extremely angry and spoke to the manager and asked as to why they had left this repair so long unattended. He apologised and informed me that it was a mistake on their part and should have followed up. He also informed me that the phone would be sent for repairs.

The following day I received a sms from "the cellular repair centre" stating that they had received the phone and would keep me updated with regards to their progress and payment. After another 3 weeks I got a message from vodacom 4 u informing me that my phone was ready for collection. Upon my arrival I handed my receipt to the gentleman behind the counter and asked him in the presence of a witness whether the cellular repair centre/shop was affiliated with blackberry and he informed me that they were. When handing me back my phone I noticed that the "alt" button on the keyboard (Left) was broken. On my docket when booking in only scratches were marked and noted. I informed them that that were not like that when I booked it in and they contacted the repair shop and they informed vodacom they had made a note that when the phone was delivered to them, the key was broken. The manager informed me that there would be a fee if I wanted it repaired. I informed and reminded him that they had my phone for 6 weeks before it even was sent to the repair centre. Eventually the manager informed me that they would send the phone back so have it repaired. Approximately 2 days later he contacted me and informed me that the repair cost was r295 and I informed him that that would be for their cost as I never booked the phone in with that damage and again he agreed they would cover the cost.

After a further 3 or 4 weeks I received another sms informing me that the phone was ready. When collecting the phone I asked them what the problem was and I was informed that the phone required a software upgrade/or new software. I collected the phone, put it on charge and turned it on. After 5 minutes I saw the phone turn off and reboot. I was totally fed up and took the phone to the shop I purchased it from. I informed the gentleman of all that had transpired and also informed him that I would not accept the same phone back even after repair, as I had made several enquiries with regards to the cellular repair centre and was informed that they are in no way affiliated with blackberry and are totally private. I then told him the fact that vodacom 4 u had sent the phone to be repaired there I had now lost my warranty that comes with blackberry.

I booked the phone in at lillies centre and was informed by the gentleman that he would contact me the following week with feedback. After 4 weeks I returned to the shop to find out what the problem was and as to why I had received no feedback. The same gentleman then contacted vodacom who informed him the phone was sent to blackberry in jhburg. He then contacted blackberry and I could overhear the conversation. Blackberry would not repair the phone as there was an "unauthorised repair" done on the phone and therefore the warranty lapsed. The quote I heard was r2600 (Odd).

After putting the phone down the gentleman informed me that blackberry would not repair the phone as it had liquid damage. Obviously you can understand my anger and frustration. The gentleman informed me that he himself knew there was no liquid damage as vodacom had had the phone for the past 5 months. Again, he informed me that he would make the necessary report with all the facts and printouts from previous repairs and send to your head office in gateway.

Last friday I received another sms stating my phone was ready for collection. I went to vodacom lillies centre and showed the sms to him and he said that they had made a mistake and sent it to the hillcrest corner centre. I then informed him that I did not want that phone back as vodacom had damaged the phone and I had no warranty. He kept typing on the computer and making calls, but with no answers. He could not deal with my complaint. He agreed (Again with a witness present) that vodacom had made the mistake. I told him that unless my phone was replaced I wanted to be refunded. He then informed me that was not possible. I asked him how can they admit to making this mistake, damage the phone further, loose my warranty and I must accept that and take a broken phone back or pay over r2500 to repair it.

I informed him that the phone was booked in before it was even a year and why had vodacom 4 u not sent it to blackberry in the first place. Again he informed me he could not answer. I told him that I needed to know by the end of the working day whether my phone would be replaced or refunded and contract terminated.

I have now totally given up with vodacom and I no longer ever want to deal with them. Every staff member at either shop showed no professionalism except to keep apologising for their errors/mistakes yet not one of them can actually solve a simple issue of replacing my phone. For the past 5 months my account has been debited r185 for this phone that vodacom had in their possession. I have still not received or heard from any member of vodacom which proves that the person at lillies centre has not even taken this issue up with any manager or head office.

I am now making my final request that this gets dealt with before I contact my attorney and the consumer complaints department.
My i. D. Number [protected] 0.

I can't begin to describe the disgust I have with this company! Last year my mom applied for a contract with vodacom and she asked if she can get a deal that comes with two mobile phones because my younger brother needed a phone too, they agreed and she paid for sim cards and connection fee, little did she know that, that was a beginning of a NIGHTMARE. The consultant who was helping didn't explain the terms and conditions for this contract, she was supposed to pay R1000 upfront for the two phones, we've been trying to sort that out for three months, this means her phone was suspended for three months, she even bought a new phone from MTN because no one can help us at Vodacom, I don't know if the'ye taking advantage because she's old, It's really frustrating for a 60 year old to be fighting a useless battle, i'm really disappointed because I have a contract with vodacom but never experienced a problem