Vodacom
Vodacom Denies Consumer Protection Act Rights

I received an upgrade phone (Sony Xperia V) on 14 May. The phone freezes regularly. I reported this to Vodacom by fax 27 May, requesting a refund as is my right under s. 56 of the Consumer Protection Act. I phoned on 28 May to confirm receipt of the fax, and was told that I would be contacted shortly. When I have not been contacted by 30 May I sent another fax. No response. Tried to phone on 31 May but it just rang for 10 minutes. I took the phone to Vodacom Gateway to return it. The consultant phoned Vodacom call centre, where Wendy said she would speak to the upgrades department and get back to me in 30 minutes. After 45 minutes she had not got back so I phoned customer service and explained the situation. They were unable to assist and put me through to the upgrades department. After 45 minutes on the phone, repeatedly explaining the situation, I was told I could not return the phone as more that 7 days had elapsed. I explained that the CPA gives me a 6 month statutory warranty. The line was cut off. I spoke to the customer service manager. He refused to accept the phone but escalated my complaint and promised it would be resolved by end of day. No-one has contacted me since.

Company: Vodacom
Country: South Africa
City: Gateway

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