Samsung Galaxy Note 2 LTE: Random Restarts. Part 3

...Part 2

21 June 2013:

Dear Ernst van Zyl

Thank you, I have notified the technician and the Product Specialist.

Regards
Name omitted

And then we asses again.

Job number nnnnnnn is currently in the assessment process

And again:

Job number nnnnnnn is currently in the quality assessment process

26 June 2013:

Job number nnnnnnn is currently in the assessment process

Ugh. This time with a different job number.

27 June 2013: 

Job Number nnnnnnn is currently in the assessment process at the Advanced Repair Centre

28 June 2013:

I get a call from Vodacare Hatfield telling me that Samsung had decided that the phone was an O.B.F.: out of box failure. Vodacare would contact me on 1 July 2013 with a reference number that would allow me to get a a replacement phone of equal value.

Why 1 July and not today? Because it falls in a new month? But then I got this email from Vodacare:

Dear Ernst van Zyl

I am on leave in next week.

The Advanced Repair Centre is still busy with the assessment. Their office will provide updates to the store who will in turn update you.

 

Regards

Huh?

1 July 2013:

I get impatient and phoned Vodacare Hatfield. They are still waiting for an order number, so they say. So I send an email to Vodacare asking for clarification. No response. I do get some SMS’s:

15:17: 

Job Number nnnnnnn is currently in the assessment process at the Advanced Repair Centre

15:55:

Job number nnnnnnn is currently in the quality assessment process

So it seems to me at this point they might send me back my f*cked phone and shrug their shoulders.

I get a call telling me that I can get a new phone! So I “rush” to the Vodastore. Well considering the trafic “rush” isn’t quite the right word. No, they have no gray phones but I don’t care about the colour. But there is problem: the store hasn’t received the credit from Vodacare. They won’t give me the phone.

Arrgggg!

2 July 2013:

Deadlock. Vodacare: “Go get your phone at Vodashop”. Vodashop: “We haven’t received the credit.”

I phone 0821944. Apparently Vodacare Hatfield didn’t follow the correct procedure. As I understand it there is an order number but no authorisation. The Vodashop needs authorisation which they haven’t received yet. The frustrating part is I don’t know what’s holding up the process. So I send some more emails. I have as yet received no feedback.

I complain again on Hellopeter.com:

A month later and after three trips to Vodacare it seems I might get a replacement phone (OBF). I was asked to bring the box which I did. The manager at the Hatfield Vodashop says that he didn’t receive authorisation and has got no response to his emails to advanced repair and Werner Kruger Regional Manager. Why the wait? I cannot get any useful information from your friendly but unhelpful staff.

3 July 2013:

I get a canned response from Vodacom:

Hello ernstvanzyl,
We would like to apologise for any inconvenience caused.
Please note that we will make contact with you to assist with your query.
Regards
Consumer Website Team

I phone 0821944 again. Patience is a virtue they say. Then I’m not very virtuous. The credit has been approved! While speaking to the call centre I got a call from the manager at the Hatfield Vodastore. I return to the office with a brand new Samsung Galaxy Note 2 LTE although it is white. I must say the white one looks better. I get the following email:

Good day Ernst van Zyl

We are sorry to hear of the circumstances under which your e-mail has reached us and we do apologise for the inconvenience caused.

As per the feedback received from our Regional office, your OBF (out of box failure) was approved this morning and the store (*name omitted*) will contact you shortly to arrange the collection of your new handset.

Once again, we do apologise for the delay in resolving this matter.

Regards

Hopefully this is the end of a long tale of pain and suffering.

Part 4…