Vodacom
OBF - Out of box failure

To whom it concern,
We upgraded a contract on 19-10-2013 and detected on 21st that the phone (lumia 720) is not able to show certain colours. We took the phone back on the 22-10-2013 to get it replaced as a OUT OF THE BOX FAILURE.As this was explained to us to do, if there is a failure, when we upgraded. No but this is not as easy as it seemed. Vodacom shop took the phone and said it must be booked for repairs (which can take up to 3days), and this was then done and left us without a phone. Because they have run out of courtesy phones and the new phone uses a micro SIM. This was al strange as I under stood that if a phone has a OUT OF THE BOX FAILURE (within 7 days) it will be replaced. I phoned Vodacom care (111/082111) as well as Vodacome Upgrade (0821959) and both confirmed that this is suppose to happen. I went back to Vodacome shop to get this sorted out. I got them to mark the phone as a OUT OF THE BOX FAILURE, and then still left me without a phone as the phone now must be evaluated by Nokia. that can take up to another 7 days.

Vodacom shop said that the care line do not know what they are talking about, and they WILL NOT issue the new phone and I must go home and wait.

Company: Vodacom
Country: South Africa
City: Menlyn

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