I bought a Kicka 4 Plus Vodacom phone on the 30/08/2020 from PEP in Polokwane.
This phone is manufactured by : MobiWire SAS in France. I use this phone to run my roofing business. 2 nights ago, the phone suddenly STOPPED WORKING.
I charged the phone on the same night but the phone never charged. I tried to charge it again yesterday but it still never charged.
I went to VodaCom Southgate mall to have the phone examined. The VodaCom consultant told me to take the phone PEP STORES.
Today, the 21/10/20 I went to PEP at church street. When entering the store, i reported to security why i have come to the store. The time was around 1h45 pm.
The security told me i should go back to Polokwane because that's where i bought the phone.
I said no, thats impossible, i stay in Johannesburg, going to Polokwane in impractical, let alone this is an emergency because i use the phone every day in running my business.
She let me in. I asked for the manager. A lady named Lebohang Maseko came over to attend to me.
She told me the phone can be booked in but i will have to wait 3 to 4 weeks before i can have my phone back from repairs.
I told her its impossible that i can be a month without my phone. I have critical information that i use on a daily basis and besides, i need to be contactable and i need to be able to make calls.
Lebohang Maseko gave me the following numbers to call : 0861 72 67 26 - she told me the courier will put me through to Vodacom- I phoned this number. Its RAM Couriers , the lady at RAM Courier told me she cant put me through to Voda com. The store should assist me with that. I called for Lebogang as she left to attend to other things i suppose.
She came back to me. Lebohang is of no help at all. When i ask her why it takes that long to have a phone repaired she said she does not know.
I asked if there was some one senior i can speak to, she went off to call Maggie Vanga.
Maggie Vanga phoned the store manager who is on leave. The Store Managers name is Ellen Mei. She told me that its policy- there is nothing she can do about it. She dismissed me. She said i should go speak to VodaCom. I told her that VodaCom asked me to speak to PEP, How can PEP now send me back to VodaCom.
She dismissed me by asking to speak to Maggie, I handed the phone to Maggie- Nothing transpired out of their brief conversation after i handed the phone over to Maggie.
Maggie gave me this number to call : 0800 205 106 , I called the number. I was dismissed with immediate effect by the lady who answered the call. She told me i must phone Customer Care. I called customer care, i received no help at all.In fact i was cut off. i was told batteries to the phone were low. Maggie came over to me and told me that they can no longer help me. I either give the phone in and wait for it 3-4 weeks or i can not be assisted at all.
I write to humbly inform you that under no circumstances can i be without a phone a whole month. I run a business and i depend on it.
PEP is such a big company and such acute in efficiencies in your operations are un fortunate. I read through other peoples complaints and its amazing how similar our complaints against PEP are.
I will submit my phone for repairs only at your prompt response to this complaint. I warn that should it take you more than 2 days to respond to this letter, i shall duly submit my phone for repairs.
I shall wait for what so ever time it shall take to have the phone repaired. Should i not receive my phone fixed at least a week after i have handed the phone in, shall claim loss of business per day multiplied by the number of days it will take you to hand back my phone fixed and operating the way it should operate.