ON 12 March I upgraded my current cellphone contract to one which includes a HTC s740 phone on recommendation of a salesman at the VodaShop in Paarl Mall.
This recommendation was based on my specific requirement which included a GPS navigation function, long lasting battery power, web access and Windows mobile for accessing email, etc.
As my business is very dependent on a good and reliable phone, this phone serves as my mobile office; and therefore these requirements are a necessity for the successful operation of my day to day activities.
After setting up the phone I discovered that it did not meet my requirements. Its functionality is limited in the sense that it does not have adequate battery power nor preloaded GPS.
After stating my dissatisfaction to more than one person within the Vodacom group, I was advised that the phone would not be changed due to the fact that the packaging seal had been broken.
Following the already unsatisfactory situation, I started to experience problems with the phone in the form of a defective keypad. Various buttons collapsed causing discomfort in using the phone.
On 16 June I returned the phone to Paarl Mall VodaShop where the manager, Izanette, advised me that it would take up to three weeks to repair. The phone was sent back to Paarl Mall VodaShop on 4 July.
Upon receiving the phone I discovered that the problem had not been attended to, but instead that something else had been replaced which was allegedly faulty.
At this stage I left the phone at Paarl Mall VodaShop and the phone was sent for repairs to Leaf in Cape Town; whereafter I received the phone back on 9 July.
The very next day I started to experience software problems where the phone would freeze and then it had to be shut down and restarted. Callers also complained about not hearing me properly.
By Sunday 12 July some of the previously repaired buttons on the keypad were faulty once again. On 14 July I noticed that the screen was cracked.
On 13 August the phone was couriered to Leaf who informed me that I will be held liable for the cracked screen and have to pay an amount of R1563 for it to be repaired.
I understand my liability; however at this stage I chose not to have my screen fixed and requested them to only repair the keypad, software problem and the hearing problem. The response from Erica was that they would not repair anything before the Lcd screen is repaired as it is against their protocol and carries a risk factor as the functionality of the Lcd is interlinked with the other problems. The phone is currently on its way back to me.
Besides the above-mentioned frustrations, I had numerous telephonic and email correspondence with representatives of Vodacom and HTC.
Vodacom have proven themselves to be unhelpful, causing me as the client to communicate directly with HTC representatives, often resolving the matter at hand myself.
This is in fact the third contract within my ten year history with Vodacom with which I have had poor service and experienced blame shifting between Vodacom and the cell phone provider.
I have been a loyal Vodacom client for ten years,but enough is enough!
Mike Knoetze
