General Consumer Information - Vodacom Shop TygerValley Group
Contents
1. MasterCard is accepted e Gift cards are valid for 3 years from the date of activation e You can use it anywhere that MasterCard is accepted to the value loaded onto the card e fthe gift card is included in a contract or upgrade deal you have to honour the obligations of the deal such as cash pay ins admin fees SIM card costs etc in full before you can use the gift card e Onceyou ve honoured the obligations of the initial contract upgrade you can use the gift card to pay for cash pay ins admin fees SIM card costs etc on another contract upgrade You can also use a gift card to pay a Vodacom account Activation of gift cards may take up to 24 hours You can t reload a gift card and it must be destroyed once you ve used it s whole value Vodacom won t be liable for reimbursement if your gift is lost or stolen You can have a refund done on the gift card Please Note the value may take up to 4 working days to reflect on the card e You can check the available balances on your gift card from your nearest Vodacom Customer Care outlet or call one of the numbers below Gift Card Support Line 0861 11 40 93 Balance Enquiry Line 082 111 free from a Vodacom cellphone Balance SMS Line 34543 m pesa What is it m pesa is a Swahili term for mobile money Vodacom m pesa allows you to convert real money into electronic money at any authorised m pesa outlet You can then transfer this e money to others pay for goods a2. e Make sure you activate international roaming at least 7 days before you depart e Clear international call barring by dialling 33 1 1111 or gives us a call at the Call Centre on 082 111 free from your Vodacom cellphone in South Africa How do l activate the international roaming service e Contract Contact your Service Provider to activate international roaming VSPC 082 111 Individual or 082 1940 Corporate Autopage Cellular 0860 23 24 24 011 650 5111 Nashua Mobile 0861 412 412 e Prepaid SMS TRAVEL ON to 123 free or contact our dedicated Customer Call Centre by calling 111 free from your Vodacom cellphone or 082 111 from any other phone e Top Up International roaming is already activated for all Top Up customers What do I do when arrive abroad e Once international roaming has been activated on your cellphone you just need to switch it off and back on once you ve arrived at your destination e On start up your cellphone will search and automatically select a local network to roam on in the event that a local network is not automatically selected consult your user manual on how to search for networks manually e Asa Vodacom Contract Prepaid or Top Up customer it s better to roam on a Vodacom or Vodafone Partner Network so make a note of the network that will offer you the lowest roaming rates What do I do when return home e fyou ve activated unconditional diverts before lea
3. enter your recharge PIN followed by the hash key free ATM and Online banking recharges e Recharge your Prepaid account via an ATM or Internet banking The airtime value you choose will be credited directly to the cellphone number of the Prepaid SIM Enter the Prepaid SIM s cellphone number when choosing which number to recharge Prepaid to Contract conversions Please be aware that all accumulated Talking Points and preloaded airtime will be forfeited when you migrate from Prepaid to Contract a mmtrantc Contracts Voice How should I go about choosing my new cellphone Before you choose a cellphone you should consider the features and functionality that will best suit your needs It s a good idea to discuss your needs with the Vodacom sales consultant BEFORE choosing your phone It s important to select the cellphone of YOUR CHOICE because once you ve received your cellphone you can t exchange it for a different one How long will it take before can use my new cellphone and SIM card Once your contract has been approved and signed and contractibility has been established it takes up to 48 hours for your new SIM card to be activated You should keep your new device off until activation If the device is on and your SIM hasn t been activated you ll need to switch it off and on again If you still can t make or receive calls after 48 hours please contact the Vodacom outlet where you purchased your contract What is
4. PC or laptop or received by your PC or laptop while you re browsing the Internet or sending and receiving email The amount of data is then multiplied by the applicable price plan rate e g R1 00 per megabyte Remember that most data contracts include a monthly data bundle e g SOOMB Note SMS MMS is not included in your monthly data bundle Does it matter how long stay connected to the Internet No You re ONLY billed for the data that is sent received by your PC or laptop What RISKS are involved when I connect to the Internet email When your PC Laptop is connected to the Internet via your data card your PC laptop can send or receive large amounts of information by itself within a short space of time without you even knowing This is normally caused by viruses automated software downloads etc Will be liable for unintended data usage via my data modem caused by viruses etc Yes It s your responsibility to protect your PC Laptop when connected to the Internet We advise you ask an IT technician to help you find the right protective measure How can manage monitor my data usage e Don t leave your PC laptop connected to the Internet when you don t need to be e Make sure you have sufficient protective measures against viruses spyware etc loaded on your PC Laptop e Be careful when you re listening to music watching or downloading movies over the Internet because that kind of content normally contains larg
5. be possible As the consumer you need to take note of the following important data related information e We urge you to take responsibility for your own content of high business importance or of a personal nature Although every effort will be made to guard against loss of data given the nature of often unknown conflicting or corrupt software applications on devices saving the data cannot be guaranteed e Data stored on your device may be backed up in accordance with the permission issued by you and further more within Vodacorm s IT security policies and procedures that may prevent foreign unknown back up devices being used in this process This includes USB memory sticks or mass storage devices that can result in potential virus contamination e Although all modems support software firmware upgrades the upload may fail and corrupt the device Although every effort will be made to guard against loss of data and or other failures given the nature of often unknown conflicting or corrupt software applications on devices the possible loss of data cannot be guaranteed e n the event that you use contaminated auxiliary devices you are at risk of infecting your computer Vodacom will not replace your computer laptop or desktop or refund costs suffered by you e Consumers that load their own data onto a device must take responsibility for such data Whilst Vodacom Repairs goes about providing a working unit often consumers re load old corrupted dat
6. claim RICA RICA is the Regulation of Interception of Communications and Provision of Communication Related Information Act RICA registration is a legislative requirement from the South African government that applies to all existing and new users of SIM cards All new SIM cards including data SIM cards must be registered in order to have the cellphone number activated RICA applies to all Contract Top Up and Prepaid cellphone numbers You need to provide the following information when you register your SIM card e The SIM card that you want to register if you re an existing customer e Proof of identity Green bar coded ID document or Temporary ID certificate or Passport e Proof of your residential address International roaming Vodacom s international roaming services let you stay in touch with your loved ones friends and colleagues while you travel internationally This means you can conveniently make and receive calls send and receive SMSs access the Internet your email and your company s network while you travel Thanks to Vodacom s partnership with Vodafone you benefit from the best roaming services offered by the world s largest mobile operator International roaming is simple to use and easy to understand What should do before leave e Confirm that Vodacom has a roaming agreement with the country you wish to visit by calling us at the Vodacom Call Centre on 082 111 or visiting vodacom co za
7. contact details e Mail us on Vodacom RepairsEscalations vodacom co za Prepaid Starter packs e Each Vodacom Starter Pack comes with a 64K SIM card or Micro SIM card a start up user guide anda cellphone number You also get free SMSs or airtime depending on which Starter Pack you choose How do recharge e Recharge your account using any of these easy options Airtime transfer e All Contract Top Up and Prepaid Vodacom customers can send airtime credit from their cellphone to a Prepaid SIM card Option 1 Call 082 12000 free from your Vodacom cellphone and follow the voice prompts Option 2 1 Dial 1114 from your Vodacom cellphone 2 AMyPhone menu will appear 3 Select Airtime Transfer and choose the amount that you wish to transfer 4 Enter the Prepaid SIM cellphone number and select confirm Physical airtime recharge voucher e You can buy a voucher at any Vodacom approved outlet The airtime value and PIN number will be printed on the voucher Option 1 Dial 100 01 recharge PIN from your Vodacom cellphone Option 2 Dial 100 press 1 to recharge enter your recharge PIN followed by the hash key free Till slip airtime recharge vouchers e You can buy a till slip recharge voucher at any retailer displaying the Vodacom logo The recharge value and PIN will be printed on your till slip Option 1 Dial 100 01 recharge PIN from your Vodacom cellphone Option 2 Dial 100 press 1 to recharge
8. of warranty repairs to assist you Turnaround time TAT offering Refer to the sections above where to book in a device for technical assessment and or repair and repair and exchange service models to understand this section What is TAT e TAT refers to the duration it would take for a device booked in for repair to complete the repair process subject to the solution reguirements as provided by the manufacturer directly or as stated TAT is measured from when you book in the device and receive a job receipt to the point where you receive notification that the device is ready for collection It should be noted that Vodacom Repairs within its control endeavours to meet the fastest possible TAT for all consumers Kindly note that a TAT is a forecasted timeframe which cannot always be guaranteed due to the reliance on transport services spares general stock availability other third parties and in some instances the location and or route the device has to travel What is the TAT for the different repair levels and types e Shoulda device be booked in at a Vodacom Repairs Collection Point VCP or Vodacom Pick Up Point PUP the worst case scenario TAT for the repair is 21 calendar days The device is transported to the nearest Vodacom Repair outlet RRC for fault diagnosis and then follows the process depending on the nature of the fault and the manufacturer model e Shoulda repair be booked in and repaired at a Vodacom Repa
9. usage information for the previous calendar month Your payment will be due at the end of each month The most convenient way to pay is via direct debit order What charges will be included in my monthly Vodacom invoice e Your invoice consists of 3 types of fees Monthly subscription fees which are mostly recurring and are billed for the current in voice month Examples include Talk 120 subscription itemised billing insurance SMS bundles data bundle fees etc Call data SMS usage charges which are summarised totals of your calls data SMS usage for the PREVIOUS month calculated according to your selected price plan Other ad hoc charges which are normally related to special events for example once off connection fee price plan migration fee etc How much will my monthly Vodacom invoice be Please check your Airtime Contract Application page 2 and ask the sales consultant to show you which fees are monthly recurring subscription fees Will Vodacom place a limit on my monthly bill e Mandatory call limit usage In order to protect you from any surprises in your Vodacom bill all new Vodacom customers will be subject to a monthly usage limit call data SMS for the first 7 months Please ask your Vodacom sales consultant what your monthly call data limit will be e Mandatory account limit All new Vodacom customers are subject to a mandatory account limit This limit is set according to the usage on your accoun
10. voucher To do it yourself check the enclosed Quick Installation Guide Note If you have any trouble during installation call us at the Vodacom Data Call Centre on 082 155 free from your Vodacom cellphone If the installation or configuration of your modem isn t done correctly it could affect the quality and speed of your data service What do need to know about my new laptop desktop computer The new computer comes with a pre loaded Windows Operating System but not any additional software like anti virus software It will be your responsibilty to Keep your computer protected at all times The computer is also not covered by the Vodacom Device Warranty Agreement the warranty is provided by the manufacturer of the computer refer to the information booklet that comes with the product What factors could affect the speed and or coverage when using my data modem The quality of your coverage and data speed depends on e The Internet site you re accessing e The number of customers on the Vodacom data network in your area e The speed and capacity of your PC laptop Where can find download the latest Vodafone Mobile Connect Software version It is VERY important that you always use the latest version of the Vodafone Mobile Connect Software Simply download it from vodacom co za How will Vodacom calculate and charge my data usage Your data usage will be billed based on the amount of data kilobytes which is sent from your
11. Box Failure OBF is defined as a new device data card modem that is found to be technically faulty within 7 seven calendar days of purchase The OBF requirements are defined by the applicable manufacturers Vodacom will operate in accordance with such requirements and specifications for devices originally purchased through the Vodacom Service Provider warehouse Kindly refer to your Manufacturer User Guide for additional information It is advisable to keep this guide in a Safe place Please Note Terminology used to refer to OBFs may vary from manufacturer to manufacturer e g DAP Defective After Purchase Should a device not meet the OBF criteria and is in the range of devices that Vodacom Repairs are authorised to repair the standard repair process will apply in terms of resolving the reported fault Physical damage all devices There must be no physical damage on the product or its accessories or any signs of neglect due to physical abuse liquid damage screen scratches dents or marks Please Note Physical damage including seemingly trivial surface scratches marks etc could result in an OBF claim being rejected In the event that you experience a problem with your new device you are encouraged to return it to the outlet as soon as possible to reduce the risk of an OBF rejection due to physical damage OBF terms and conditions Items must be returned within 7 seven calendar days from date of purchase that is printed
12. O vodacom General Consumer Information power to you vodacom co za Contents Customer service Prepaid Contracts Additional products and services information Device warranty terms and conditions and repair related information Terms and conditions i Page 2 Page 3 Page 4 Page Page 10 Page 15 Dear Vodacom Customer Welcome to the world of Vodacom This brochure contains general Vodacom products and services related information and also outlines specific terms and conditions pertaining to your device warranty and repair processes Please discuss these and any other questions you have with your sales and or service consultant Customer Service How can contact Vodacom e Whenever you need any help simply give us a call on 082 111 free from your Vodacom cellphone e We also provide Self Service options like our website vodacom co za You ll find other important numbers and Self Help options on your monthly invoice statement How do request support for Data related issues e Give usa call at the Data Call Centre on 082 155 free from your Vodacom cellphone e You can also visit vodacom co za e Or check your monthly invoice statement for more helpful numbers and Self Help options How do request support from Vodacom Repairs e Give usa call at the Vodacom Repairs Call Centre on 082 1944 free from your Vodacom cellphone e Check your job receipt for the Vodacom Repairs outlet
13. a back onto the device and such corrupted data creates a similar fault as before the corrective technical action e Should software complications including the Operating System be confirmed during the assessment the data consultant will recommend the best course of action to be taken e Newly purchased computers laptop or desktop are supplied with a pre loaded Windows Operating System but without any additional software Please be advised that the Computer is not pre loaded with anti virus software and that it is your responsibility to ensure your computer is protected at all times e The Computer laptop or desktop is not covered by the Vodacom Device Warranty Agreement The warranty is provided by the manufacturer thereof Kindly refer to manufacturer information booklets that accompany the product Repairs Applicable to all repairs e n order to protect your property repairs will only be returned to you upon presentation of your signed job receipt e Accessories battery charger micro SD card etc must not be booked in with the device unless it is required during the repair process Vodacom Repairs will not be held responsible for any loss of SIM card battery charger or any other accessory booked in unnecessarily Please retain your SIM card and do not book this in with the device at anytime e The company shall be deemed authorised to replace parts and materials as necessary to complete the repair e Due to the fact that Vodacom Re
14. com m pesa Customer Care on 082 1082 or logon to vodacom co za evice warranty terms and conditions and repair related information Im You have to provide your original proof of purchase and or delivery note on the first occasion when you re book portant information ing your device in for repairs This will then serve as your implied warranty initiation date In some cases your device might need to be returned to Vodacom so we recommend you keep the original packaging in a good condition and safely stored If your phone has a lock code or security code please supply these details when you book it in for repairs to avoid any unneccesary delays Its a good idea to back up your data frequently contact numbers photos information of high importance and or personal sentimental value We recommend that you back up your data before you book it in for repairs or data support service e The condition of your device is also taken into consideration before any warranty decisions are made for replacements exchanges especially within the first six months from the purchase date We urge you to keep the screen protector on for at least the first 14 calendar days or for as long as possible If you ve dropped your device it may appear to only be damaged externally but it could have some internal damage that would mean your warranty is voided Therefore we recommend you protect your phone with a pouch or protective cover Implied warra
15. e amounts of data e Products like web accelerators can affect your data usage tremendously They re supposed to speed up your surfing experience by downloading an entire website and any linked websites in the background and saving it in your PC laptop s cache temporary memory When you follow a link the page is then retrieved from the cache rather than fetched from the web giving the impression of speedy web access This leads to many unnecessary pages being downloaded meaning large data usage and big bills e Examples of these products are MWeb web accelerator Google Web Accelerator Propel Internet Accelerator Fasterfox for Firefox Netfury Net Vampire Webcopier Webstripper etc e Protect your PC laptop against unauthorised usage and access via wireless technologies such as Bluetooth amp WiFi e Find out how much data you ve used using one of these options Log onto vodacom co za using your data card s cellphone number and go to the My Account menu option SMS the letters MM to 31050 from the Vodafone Mobile Connect Software This is a free service Click on the View Usage button in the Vodafone Mobile Connect Software as an indication of data usage Note This may not always be 100 accurate because of various technical reasons viruses spyware etc Can receive the SMS notifications on another SIM card of my choice Yes You can receive your SMS notifications on another SIM card in another device by fo
16. ess www apple com for comprehensive information regarding the features and specifications of your iPhone device Laptops amp desktops e The Computer laptop or desktop is supplied with a pre loaded Windows Operating System but without any additional software Please be advised that the Computer is not pre loaded with anti virus software and that it is your responsibility to ensure your computer is protected at all times e The Computer laptop or desktop is not covered by the Vodacom Device Warranty Agreement The warranty is provided by the manufacturer thereof Kindly refer to manufacturer information booklets that accompany the product Where to book in a device for technical assessment and or repair e Vodacom s distribution provides consumers with various options relating to where they can book a device in for technical assessment and or repair Go to your closest Vodacom Repair or Vodacom Shop for more details a The device is booked The device is sent to a If the device cannot Depending on the in for repair ata Vodacom Repair outlet be repaired at the RRC repair model agreed on Vodacom approved remote repair centre or it is in the first 6 with each manufacturer sales entity referred referred to as a RRC months of purchase and or on specific to as a Vodacom located nationally and it is a second time makes and models of collection point VCP OR the device can be repair it is sent to the devices the device or a Vodacom pick
17. exchange replacement unit not new will be issued If it returns again within a 3 month warranty period a full commercial pack to the same value as per Vodacom s official price list per the orginal price paid by the customer will be issued Scenario 2 L1 L2 Authorised L1 Higher Authorised Exchange Commercial Pack Number of Repair attempts 2 i 2 s As above but with one less activity RRC not authorised on first attempt Scenario 3 L1 L2 Authorised L1 Higher Authorised Exchange Commercial Pack Number of Repair attempts k J 1 2 3 In this scenario the same as the above applies BUT the approved manufacturer model is already an exchange replacement model and therefore repair attempts are not applicable and 2 exchanges will be offered prior to a full commercial pack to the same value as per Vodacom s official price list per the orginal price paid by the customer will be issued Repair Scenarios In Warranty Month 7 12 or 7 24 The below process applies to devices that are in warranty for different reported faults in month 7 12 or 24 from purchase date that meet the definition of repair Possible Repair Vodacom Repair Vodacom Repair advanced repair centres ARC Activities remote repair centres Repair Exchange Gannmercial Back RRC Scenario 1 L1 L2 As authorised L1 Higher As authorised Number of Repair attempts 1 2 3 4 5 6 7 8 RRC attempts the repair and the device is ret
18. irs outlet RRC the TAT for the repair is 5 calendar days for level 1 and 2 repairs If the Vodacom Repairs outlet RRC is unable to perform repairs at these levels the device will be sent to the Vodacom Repairs Advanced Centre ARC where a Level 3 or Manufacturer repair will be completed e The TAT ona device which has been sent to the Vodacom Repairs Advanced Centre ARC will be 16 calendar days Therefore a worst case scenario for in warranty repairs is 21 calendar days in total if no uncontrollable issues are experienced in the process e Out of warranty OOW repairs can be completed in the 21 calendar day period but due to the 10 calendar day quotation estimate acceptance rejection timeframe offered to the consumer TAT will be impacted proportionally 15 Repair Scenarios In Warranty Month 1 6 The below process only applies to devices sold from the 1st April 2011 for warranty repairs in month 1 6 from purchase date that meet the definition of repair Possible Repair Vodacom Repair Vodacom Repair advanced repair centres ARC Activities remote repair centres Repair Exchange Commercial Pack RRC Scenario 1 L1 L2 As authorised L1 Higher As authorised Number of Repair attempts f 2 a j RRC attempts the repair and the device is returned within the 3 month repair warranty period it will go directly to the ARC and follow the process If it comes back within the 3 month repair warranty period an
19. llowing these simple steps e fyou re using a data card use the Vodafone Mobile Connect Software to SMS altnum followed by the cellphone number that the notifications should be sent to e fyou re using a USB modem that doesn t have SMS capability insert your data SIM card into a cellphone and then SMS altnum followed by the cellphone number that the notifications should be sent to e Anactivation notification message and all future SMS data usage notifications will then be sent to the alternate cellphone number of your choice Accounts Invoice and statements e All subscription fees are payable in advance e Once your Vodacom account is activated you ll be invoiced immediately for the rest of the current month s pro rata subscription cost a once off connection fee and pro rata value added services amounts if applicable A direct debit will be made on your specified bank account for the aforementioned amounts within 2 business days of activation When will receive my 1st Vodacom invoice and when will it be payable e You ll receive your first Vodacom bill at the end of the month it will consist of Astatement containing an opening balance transactions for the month and a closing balance A detailed invoice including subscription charges Value Added Services for the CURRENT calendar month and calls usage charges for the PREVIOUS month Anitemised billing report if you subscribed indicating detailed call and other
20. ly carry a 1 one month warranty However if the phone is returned within the one month warranty period and deemed not repairable by the technician 50 of the original repair cost will be refunded More information pertaining to liquid damage 16 Liquid damaged device s shall mean products which are found to have any form of corrosion which may have been caused by liquid making contact with the PC board of the product device A device is declared as liquid damaged when traces of liquid residue or corrosion have been found on the board or on the device itself A device may function for a couple of months after the liquid damage is caused due to corrosion setting in over time depending on the damage The liquid seen can be minimal but the damages occur within the layered board or under a component of the device The symptoms of the damage can also change as the liquid spreads through the board Liquid damage can be caused by Actual water dropping in water holding the device against damp hair or skin condensation hand cream perfume excessive temperature changes steam kitchen bathroom perspiration after exercise warm day mist cooling systems at restaurants and many more olee ola DISCLAIMER All prices are inclusive of VAT Visit vodacom co za for detailed Terms and Conditions The information contained in this brochure is for promotional purposes only and does not constitute an offer While Vodacom makes every effort t
21. mits e Call limits are mandatory for 7 months After that the removal of the limit will be subject to specific criteria e Account limits remain unchanged for a period of 6 months and thereafter will be adjusted on a monthly basis Please note This is not a guaranteed service and you ll be liable for your complete bill regardless of whether Vodacom locks your service or not IMPORTANT If you port your cellphone number to Vodacom you may still be liable in terms of any contract you have with the donor network and or service provider Additional products and services information Insurance Can Vodacom provide me with CELLPHONE DATA MODEM insurance Yes Ask your sales consultant to explain all the insurance options as well as payment excess and claim procedures Please Note e Vodacom Insurance is only valid if your registered SIM card was in the insured device at the time of loss e Laptops PCs are not covered under this policy Does my insurance cover continue when perform an Upgrade Yes but to make sure the item is covered sufficiently remember to contact Vodacom Insurance to update your cellphone data modem details It s your responsibility to make sure the correct cover is in place Please Note e You must be covered at the time of loss Insurance cover can t be activated after a loss to facilitate a claim e Your cover must be sufficient at the time of loss The band of cover can t be amended after a loss to facilitate a
22. my cellphone number Once your SIM card has been activated you ll receive an SMS notifying you of your new number If you converted from Prepaid or ported from another network your cellphone number will stay the same If you re converting from Prepaid to Contract make sure you redeem your accumulated Talking Points by calling 082 241 1082 BEFORE you sign your contract or you ll forfeit them Is there anything should do BEFORE I use my cellphone We recommend that you charge your cellphone as per your specific instruction manual BEFORE you start using it Is there anything should do AFTER my SIM card has been activated by Vodacom We recommend setting up your Vodacom voice mailbox by dialling 121 and following the voice prompts If you want to set up your cellphone so that it diverts calls to your voice mailbox please check your specific instruction manual Data Important information e Ensure your chosen data modem is compatible with your physical connector adaptor port on your PC or laptop e fata later stage you change your PC or laptop Vodacom won t exchange the data modem if it s no longer compatible e Check that Vodacom provides the data coverage and speed you need in the primary areas you intend on using your data modem Check our data coverage maps at vodacom co za How do get my data modem to work with my PC or Laptop Ask in store about our 1 hour free onsite assistance OR call the number on the installation
23. nd services as well as settle accounts If you don t have a traditional bank account Vodacom m pesa will allow you to deposit cash into your m pesa account and send e money to other mobile users E money can then be converted into cash You can also convert the e money in your m pesa account back into cash at any time Simply visit your nearest approved Vodacom m pesa outlet to register Why should use this service You can deposit and withdraw cash from any approved m pesa outlet Send e money to any mobile customer in South Africa Store m pesa in your registered Vodacom m pesa electronic wallet You can also buy Vodacom Prepaid airtime from your m pesa account using your mobile phone You don t need a bank account There are no joining fees or monthly charges No minimum balance It s fast and easy to use You pay as you use How do get this service e Customer registration is performed at any approved Vodacom m pesa outlet e To register an m pesa account you will need Acellphone with an active Vodacom SIM card To be 16 years or older A completed and signed Customer Registration form Proof of ID original document and copy or refugee ID Passport and Residence Permit if you are not a South African citizen m pesa outlets may include e Vodacom Shops 4U stores selected retailers supermarkets garage forecourts and community service containers D For further information and assistance call Voda
24. nty term What is the warranty period on my device e The warranty on all devices is provided by the relevant device manufacturers Therefore the warranty period will depend on the manufacturers usually between 12 and 24 months and is subject to the manufacturer s terms and conditions e The warranty applied on a device starts on the date of purchase printed on the original invoice or delivery note e The repair model process is outlined in this document and serves to inform you of how the 1 6 month and 7 12 or 7 24 month warranty periods may differ in terms of the repair process and possible outcomes e The 3 month warranty applies to repairs and starts when you receive a notification to collect your device and How is my warranty voided e Your warranty will be voided if your device is damaged This includes but is not limited to Physical damage and or misuse or abuse liquid damage repairs and or product modifications Modifying the exterior of the device by gluing pasting or sticking decorative images The downloading of illegal software alteration of the IMEI number on your device whether e Your warranty will also be voided if you fail to properly follow the installation process and your device such as generic accessories and other contaminated auxiliary devices you have to make sure that you comply with the warranty requirements as they 10 not from the point of actual collection Make su
25. o ensure the enclosed information is correct at time of print Vodacom cannot be held liable for any cost loss and or damage that may arise as a result of misprints incorrect information and or changes vodacom co za powe vr to you
26. odacom data specialist Vodacom Repair technician to confirm fault s a report may be requested before an exchange can be made Items that qualify as OBF will only be swopped for the same make and model The original contents of the box device original battery original charger original antenna manual and any other accessories must be complete and the packaging intact in a good condition The IMEI number on the box must match the IMEI number on the device The physical condition of device applies as outlined above iPhone devices Should your iPhone device become faulty within 1 one year from purchase effective from the purchase date on the official invoice it will be replaced with a unit in non commercial packaging by a Vodacom Repairs outlet free of charge within 7 calendar days of receipt of the device by the outlet Timeframe may be influenced by location courier delays and or public holidays 11 e Replacement units will carry a 3 three month warranty if they are replaced in month 10 11 or 12 of year 1 one from the original purchase date e The physical condition of device applies as outlined above e Please note that should you need to exchange your faulty iPhone device you must retain the original box and accessories as ONLY the unit will be replaced e Please refer to the information leaflet contained in the iPhone device box for additional important information regarding your iPhone unit Kindly acc
27. on the official invoice proof of purchase The original invoice proof of purchase as received at the point of sale must be supplied All devices must be assessed by a Vodacom Repairs technician for any faults reported by the client before being exchanged This assessment may take up to 7 seven calendar days Timeframe may be influenced by location courier delays and or public holidays Devices that meet the OBF criteria but are faulty due to software issues incorrect version of software and that can be resolved by way of a software upgrade are not considered OBF at this stage in the OBF resolution process Asoftware upgrade will be performed free of charge in an attempt to resolve the fault Should this software upgrade fail to resolve the fault and the device renders faulty within 7 seven days of the software upgrade and or still within a 14 fourteen calendar day period from date of purchase delivery the device will be approved as an OBF The consumer should retain their proof of receipt of the device when the device is issued back to them after the software upgrade as this is the date that will be applied in terms of the additional 7 seven day window The maximum of 14 fourteen calendar days OBF rejection with a software version update is therefore calculated according to the time the device is in the consumer s possession Thus providing a reasonable window to determine fault All data cards must be assessed by a V
28. pairs has incurred an expense to repair a device any device not collected within 90 days of 1st collection notification becomes the property of the Vodacom Repairs outlet that incurred the cost to repair Such a device being owned by Vodacom Repairs may be sold after this 90 day period to defray costs 15 All repairs undertaken except for those in respect of corrosion and or liquid damage are guaranteed against faulty workmanship for a maximum period of 3 three months from the date that the consumer received notification to collect a device and not from the point of actual collection by the consumer We urge you to secure your data by backing the data up frequently contact numbers photos information of high importance and or personal sentimental value Vodacom recommends that such a back up take place prior to booking your device in at Vodacom Repairs or receiving any data support service We urge you to take responsibility for your own content of high business importance or of a personal nature Although every effort will be made to guard against loss of data given the nature of often unknown conflicting or corrupt software applications on devices the possible loss of data cannot be guaranteed Vodacom Repairs can provide a back up service if the outlet is comfortable on an individual basis to agree to such and these services may be chargeable Vodacom Repairs shall under no circumstances whatsoever be held responsible for any damage los
29. re you provide accurate contact details so you can receive status updates and the notification to collect Please Note Vodacom Repairs will manage the warranty on behalf of the various manufactures on VSP sold devices only and alterations that have been executed by unauthorised third parties on the device can void the warranty if such attachments impact the interior mechanics of the device Such attachments can also influence the strength of your network connectivity on the device it has been deleted removed or made illegible or if the internal data of your device doesn t comply with the proof of purchase instructions for use or if you use products or accessories that aren t compatible with Because Vodacom Repairs acts in accordance with the manufacturer warranty are outlined in your device s manual Out of Box Failure OBF verification Kindly note that you must return OBF devices to the original store where the device was purchased failing which you return it to your closest Vodacom Shop The sales entity will submit such devices to Vodacom Repairs as this is not facilitated directly between Vodacom Repairs and the consumer but between the sales entity and the consumer Devices excluding iPhone data cards modems The warranty from the date of purchase is provided by the relevant device manufacturers for the duration of the implied warranty period between 12 and 24 months depending on the manufacturer An Out of
30. remove value added services like insurance or ad hoc data bundles Give us a call at the Vodacom Call Centre on 082 111 or visit an approved Vodacom outlet 6 Can cancel my contract activation upgrade etc Yes You can cancel your contract and or upgrade for the duration of the agreement period Cancellation fees will apply to contract upgrade cancellations and will be discussed when we receive your written notification to cancel Can transfer the ownership of my contract Yes You can reguest for the ownership of your contract to be transferred to another individual company provided the individual company meets the standard application criteria at an approved Vodacom outlet or Vodacom Customer Care Mobile number portability MNP If port my cellphone number to Vodacom will retain all the products and services provided by the donor network service provider No not all products and services will be provided once your cellphone number has been ported Please ask your Vodacom sales consultant to explain the services available to you Will there be any applicable call limits and or account Limits if port my cellphone number to Vodacom Yes All Vodacom subscribers are subject to a mandatory monthly call limit and account limit to protect you from any surprises on your bill These limits are prescribed according to the price plan package you select Please ask your Vodacom sales consultant to provide you with the applicable li
31. riod applies on the new device as per the manufacturer implied warranty period offered In these instances the documentation which validates the date of receipt proof of purchase or delivery note or job card containing the details of a new device should be issued to Vodacom Repairs on the first time repair to ensure that this date is applied as the new implied warranty date offering the full warranty period 12 or 24 month Consumer expected outcomes e A differentiation in the repair process is made between month 1 6 and month 7 12 7 24 as indicated on the next page Despite the applicable month our consumer experience remains the primary focus Even after month 6 Vodacom Repairs will endeavour to provide a working device and or alternative solutions as soon as possible e Anauthorised repair entity will determine a repair outcome and communicate this finding in the form of an out fault as assessed by the authorised technician It is possible that a fault communicated by you cannot be replicated determined or lacks some detail and is therefore officially closed as a no fault found NFF ora return not repaired RNR e Adevice deemed to be NFF RNR or what is not deemed a repair as stated above will result in the device not forming part of the process even if the device is in the first 6 months of purchase e fthe warranty is void the processes do not apply and Vodacom Repairs will attempt chargeable out
32. s and or expense arising out of or connected with the manufacturer product liability faulty design and or latent faulty workmanship or materials in the products and or spare parts and for any consequential and or unforeseen losses of whatsoever nature and howsoever arising Warranty repairs All warranty repairs undertaken by Vodacom Repairs are covered under manufacturer warranty and as such no costs will be incurred by you for any in warranty repairs completed Out of warranty repairs The nature of technical devices cellphones etc is such that fault replication is required to ensure that the correct fault is remedied Therefore out of warranty repairs may incur a labour cost for technical fault diagnosis labour fee level 0 1 or level 0 2 to a maximum value of R55 excluding VAT in order to provide the consumer with an accurate estimate All out of warranty repairs will be subject to a written quotation You will receive a quotation estimate within a period of 2 two to 5 five calendar days for the repair to continue out of warranty dependent on where the device was booked in You will have 10 ten calendar days to accept the quotation estimate prior to any repairs being completed If after this acceptance additional faults are found that impact the original quotation estimate you will be contacted again to give a personal approval to proceed Any time delays in receiving this approval from you will impact the overall TAT Ou
33. t and includes the usage of all the contracts linked to your account The account limit will remain unchanged for a period of 6 months Note This is not a guaranteed service and you ll be liable for your complete bill regardless of whether Vodacom locks your service or not May activate a voluntary call limit on my Line Yes Simply call the Vodacom Call Centre on 082 111 Terms and conditions may apply If I m on a price plan with bundled minutes seconds airtime data how will it be calculated for my 1st month Your bundled minutes seconds airtime data will be applied pro rata based on the number of days remaining in the calendar month Please make sure you select the appropriate DATA bundles for your needs because unused data bundles are forfeited at the end of each month NOTE Bundled minutes seconds data may not be applicable when dialling special VAS international numbers or when roaming Upgrade When do qualify for an upgrade You can request an upgrade on your cellphone or data modem and extend your contract 5 months prior to the end of your current contract i e from the 22nd month When you upgrade you can also change your Vodacom price plan at no cost Contract amendments Am allowed to make changes to my contract You can change specific components of your contract e g you can request to be migrated to a different price plan subject to certain conditions and a potential migration fee or you can request to add or
34. t of warranty repairs are considered COD cash on delivery and devices will therefore not be released until payment has been received In some instances a receipt of payment of the total repair cost quoted and accepted may be payable prior to completion of the repair A liquid damaged device is no longer subject to the manufacturer s warranty and therefore the repair is considered out of warranty You will be presented with a repair quotation for which you will be liable should you accept the repair costs A liquid repair attempt is not an industry standard but is offered as an additional service to consumers to try and assist with the repair of an otherwise un usable device This repair is therefore not guaranteed the spares used are either original and genuine spare parts and or other spare parts generic parts of a substantially similar quality and nature which are fit for purpose No grey or counterfeit spare parts are used After attempting to repair your liquid damaged device it may not perform in the same manner as before and it may not be returned in the same condition as before Despite Vodacom Repairs issuing you with a quotation the liquid damaged device may be beyond economical repair BER Should Vodacom Repairs be unable to repair your liquid damaged device Vodacom Repairs will not be responsible for replacing the device or for any loss damage or cost suffered by you Repairs to liquid or corrosion damaged cell phones will on
35. up booked in at the Vodacom Repairs could be sent from ARC PUP Vodacom Repairs Advanced Repair to a third party for the outlet final leg of the repair replacement process Repair and exchange service models What is deemed as a repair A repair process is when a physical repair is undertaken on a device where spare parts are replaced in order to rectify the fault reported whether it be a Level 1 Level 2 or Level 3 repair e When a software upgrade is performed this is loaded on the device as per the latest version made available by the relevant manufacturers and or as approved for the Vodacom network If you have a device that is under warranty it will be upgraded to the latest software version at no cost only once Should you have further requests to have the same software version uploaded on the device these software upgrades will be subject to costs being applied What is a swap exchange replacement device in the service process e A swap process is where there is no repair capability and as such no repair can be undertaken on a device The device is then replaced and referred to as a swap exchange process The replacement device is supplied by the manufacturer e The replacement issued by the manufacturer is not a commercial sales pack but service stock which may be refurbished reconditioned devices In some instances only the main board is swapped and as such in some instances the consumer will receive their original co
36. urned within the 5 month repair warranty period more attempts 2 and 3 may be carried out before it goes to the ARC and follows the process If it comes back within the 3 month repair warranty period attempts 4 and 5 will be made after which an exchange replacement unit not new will be issued If it returns again within a 3 month warranty period a full commercial pack to the same value as per Vodacom s official price list at the time the decision is taken to issue the commercial pack will be issued Scenario 2 L1 L2 Authorised L1 Higher Authorised Exchange Commercial Pack Number of Repair 0 1 2 3 4 5 6 attempts As above but with one less activity RRC not authorised on first attempt Scenario 3 L1 L2 Authorised L1 Higher Authorised Exchange Commercial Pack Number of Repair attempts 0 0 1 2 3 4 In this scenario the same as the above applies BUT the approved manufacturer model is already an exchange replacement model and therefore repair attempts are not applicable and 3 exchanges will be offered prior to a full commercial pack to the same value as per Vodacom s official price list at the time the decision is taken to issue the commercial pack will be issued 14 TArmce ana nnn git Terms and condit ons Loan devices While your device is in for repairs Vodacom Repairs can offer you a loan device e Loan devices are subject to stock availability within the store you have opted to book
37. vers back e Although every effort is made to replace with the same make model and colour it may not always be possible and alternative options available at the time will be discussed with you prior to completion of the service process e Modems fall in line with an exchange repair process for in warranty modems deemed to be faulty and will be exchanged at zero cost if all of the warranty criteria is met e Out of warranty modems are not exchangeable without costs being applied and it is advisable that you visit your closest Vodacom Shop for a low cost new modem which will carry a new warranty period as of the purchase date 12 How the technical outcome above impacts the warranty period e fa repair is undertaken on the device the warranty period continues normally from where it is in the implied warranty period e If an exchange and or replacement not a sealed commercial pack is issued as means of the approved repair activity the warranty period continues normally from where it is in the implied warranty period e fa final repair or exchange is undertaken and it is not successful the next repair process may be the issuing of a new Sealed commercial unit In these instances the warranty period continues normally from where it is in the implied warranty period e There are instances where a new sealed commercial unit is issued where such decisions are taken independently of the repair process and in these instances a new full warranty pe
38. ving remember to cancel call diverts on your return by dialling 4 002 from your cellphone when you arrive back in South Africa e fyou ve activated SMS roamer remember to deactivate it immediately upon your return to South Africa so that you can use voice and data functionalities again To deactivate SMS roamer simply SMS ROAMOFF to 123 free International calling What is it Now you can call friends family and colleagues overseas directly from your Vodacom cellphone As a Vodacom customer you can benefit from low international calling rates while enjoying high quality voice connections How do get this service The international calling service is enabled by default for both Top Up and Prepaid customers So if you re a Top Up or Prepaid customer you can make international calls immediately provided that you have enough airtime 8 If you re a Contract customer you might need to request the international calling service be enabled before you can call abroad Call us at the Vodacom Call Centre on 082 111 to check if your international calling service has been activated How much does it cost The international calling rates depend on your basic price plan International calls are also charged per minute or per second depending on your basic price plan To confirm the applicable rates logon to vodacom co za Gift cards A Vodacom gift card is an electronic gift certificate that s convenient and easy to use anywhere that
39. your device into e Loan devices are basic models which provide for voice continuity only and may not be of equal capability and functionality to that of your device e The loan device and its accessories remain the property of Vodacom and is given to you to use while your device is being repaired the issuing outlet reserves the right therefore to request a refundable deposit which may not exceed the value of the device as determined in accordance with Vodacom official price list e tremains the consumer s responsibility to return the loan device and its accessories in proper working condition e Inthe event of damage to the loan device and or its accessories you will be liable for the replacement cost of the loan device and or its accessories or the deposit paid will not be reimbursed e in the event of loss or theft of the loan device and or its accessories you will be liable for the replacement cost of the loan device and or its accessories or you may replace the lost stolen device and or its accessories with new ones of the same or similar make and model or the same replacement value e Any device replaced by you the consumer must be able to operate on the Vodacom network e Your repaired phone will not be returned until the loan device and its accessories have been returned repaired or replaced Data support Each Vodacom data consultant and or Vodacom Repair technician will make every effort to secure your data but it may not always
Download Pdf Manuals
Related Search