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  #1  
Old 24-07-12, 08:29 PM
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Thumbs down Useless Vodacom out of box failure policy!


My s3 got a microphone problem. Took it in after a week where they did a software upgrade and buggered up my data backup. I got a extension on my OBF for another week. So now I have to book it in and wait for n new phone.

My problem. I need a working phone, its my income. That is why I got rid of my blackberry.

so be warned. Vodacom will not replace your phone immediately on a out of the box failure, you must give it in and wait untill they decide if they will give you another one

My next gripe is samsung because it seems that 50% of these s3 phones has a microphone problem.

http://crave.cnet.co.uk/mobiles/sams...rvey-50008543/

It just really pees me off that no one can make a decision in a store, only headoffice. The worst is that they could not give a hoot. I first had to go beside myself before they listened to me.

Bloody disgusting the way vodacom treats a individual that has spend around half a million rands yes R500 000 on their mobile network.

So my wife also wants a s3, but after this I am not so sure if I feel like supporting vodacom neither samsung. But we will see what happens in the nex day or 2.

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  #2  
Old 24-07-12, 08:41 PM
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Been there with my BB Playbook. At Vodashop they can exchange it IF the manager/owner feels like it.

I found out about this after I moaned on Hellopeter.

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  #3  
Old 24-07-12, 08:59 PM
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Quote:
Originally Posted by Flagster View Post
Been there with my BB Playbook. At Vodashop they can exchange it IF the manager/owner feels like it.

I found out about this after I moaned on Hellopeter.
Woo hoo. Another person with a Playbook. Never thought I would see the day. Long story short, I waited 9 weeks for a replacement.

Apologies for the OT but I agree. The OOB failure policy is severely flawed considering this day and age of smartphones.

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  #4  
Old 24-07-12, 09:06 PM
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Sorry to hear, hope its just an isolated case, because that phone has good reviews.
Also hope Vodacom gets it right with you Herman.
Whats up with consumer protection, with in 30 days you could exchange it, unless you have had it longer

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  #5  
Old 24-07-12, 09:09 PM
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Ian its easy. Fix it and give me a loan phone [same kind] or give me another one. The have screwed up 3 times and it has cost me 2 full days and still without a phone. Bloody disgusting.

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  #6  
Old 24-07-12, 09:10 PM
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Quote:
Originally Posted by markvdm View Post
Woo hoo. Another person with a Playbook. Never thought I would see the day. Long story short, I waited 9 weeks for a replacement.

Apologies for the OT but I agree. The OOB failure policy is severely flawed considering this day and age of smartphones.
Had it for a week, could not even sell it as no one wanted it eventually gave it to my step son. Got Galaxy Tab now.

Herman,

Hellopeter vanaand, jy sal more n email of oproep kry.

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  #7  
Old 24-07-12, 09:14 PM
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As a former vodacom4u data consultant I can vouch for the uselessness of vodascum's aftersales service.

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  #8  
Old 24-07-12, 09:16 PM
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Quote:
Originally Posted by Engel View Post
Ian its easy. Fix it and give me a loan phone [same kind] or give me another one. The have screwed up 3 times and it has cost me 2 full days and still without a phone. Bloody disgusting.
Fully agree with you. But in the Vodacom shop near me they said they will give a loan phone while your phone is in for repair.
Dont they have that service up there in the domadaras

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  #9  
Old 24-07-12, 09:16 PM
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Herman I would go back to the shop and kick up an even bigger fuss If I were you.
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  #10  
Old 24-07-12, 09:17 PM
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Herman is very diplomatic, he should make more of a geraas.

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  #11  
Old 24-07-12, 09:23 PM
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I would not like to get on the wrong side of you Herman. Throw your toys and complain on hellopeter.

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  #12  
Old 24-07-12, 09:26 PM
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MTN is no better when it comes to customer service. With them you cannot even speak to a manager

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  #13  
Old 24-07-12, 10:06 PM
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Julle verstaan nie. I only got someone to listen after I said I am going to close the shop doors and break a few tables down. Why do you first have to upset yourself and everyone around you Het skoon n kopseer soos ek te kere moes gaan. Already did helopeter. Thursday is D day. watch me.

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  #14  
Old 24-07-12, 10:38 PM
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Slightly unrelated, but I was very impressed with the service from Makro last week. I bought Swambo a new laptop & I think I did something wrong with installing of all the software & it kept going to a blue screen. I called them the next day & told them that I thought I'd messed it up. The salesman (not a Manager) told me to come get a new one, even though I would have been happy for them to check it out first.

No questions asked - Most impressive!
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  #15  
Old 25-07-12, 06:40 AM
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I know what you are going through. This OBF means nothing. My son had to wait 7 Days to get sorted. They replaced the first BB after a week. It said sim failure. I wanted to know if we should not get a new sim card but no. Then the second phone started with the same message and only then did they do a sim swop. So possibly no problem with first phone either!

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  #16  
Old 25-07-12, 06:44 AM
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I wonder if its not a bad idea to get a new sim card at the same time as the new phone.
Can sim cards wear out , expire or get corrupted ? Dunno , just asking.

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  #17  
Old 25-07-12, 09:10 AM
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Ons sal sien wat gebeur vanoggend. lus vir baklei.

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  #18  
Old 25-07-12, 09:27 AM
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Vodascum is a useless company and doesn't the consumer act force shops to replace a faulty product with no questions asked.
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  #19  
Old 25-07-12, 09:39 AM
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Quote:
Originally Posted by OFFROAD ADDICT View Post
I wonder if its not a bad idea to get a new sim card at the same time as the new phone.
Can sim cards wear out , expire or get corrupted ? Dunno , just asking.
yup, they get outdated. Is good practice to get a new one when you renew your contract.
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  #20  
Old 25-07-12, 09:42 AM
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Vodascum is a useless company and doesn't the consumer act force shops to replace a faulty product with no questions asked.
Who are you going to complain to when they don't and how long will it take before your complaint is heard, let alone sorted... ;-)
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  #21  
Old 25-07-12, 09:56 AM
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A couple of months ago I was having problems with Vodacom's 3G service and called their service number to complain. The service rep got me to do a couple of inane checks. These didn't resolve or identify any issue and left me with no hope.

A day or two later I got another call to make an appointment for a field technician to come visit me, surprise surprise. He arrived punctually and methodically worked through the checklist he'd been given. He identified my USB modem as the likely cause and logged the results on their system. The modem was still under warranty. I had to book it in at the nearest Vodacom service centre myself.

It seemed a rather round-about way, but I complied. A week later I received an SMS to notify me that I could collect a replacement modem.

Not the snappiest service, but point being that there are actually people within Vodacom support who cared enough to drive out, assist personally and help resolve the issue in this case. Your experience shows that service levels are inconsistent, as is the case in SA quite often unfortunately.

Keep at it until you get to the right people who actually do their job. Remember to praise them and to give the others h3ll!

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Old 25-07-12, 10:06 AM
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I'm sorry to say this but hellopeter responses from Vodascum are useless.

I kicked up a huge fuss with certain sub standard policies from vodascum and nearly lost my job. The small things that the sales consultants can help with directly are fine but have a big issue that delves into the firm's policies and procedures and you hit a brick wall with the back end aftersales center that helps you out of a book with printed replies that they read back to you.

Getting to a higher authority that can actually make some authoritive decisions is nigh on impossible.

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Old 25-07-12, 10:11 AM
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Quote:
Originally Posted by Jislaaik View Post
Vodascum is a useless company and doesn't the consumer act force shops to replace a faulty product with no questions asked.
Sorry disagree here .
I would say its a very successful company according to its results.

There are always a few inapt and useless lazy individuals who refuse to go the extra mile in all company's.

However, the powers that be at head office should take heed of these complaints and up its customer relations.

I would be scared to buy the S3 now and a few others might just become hesitant as well for all the wrong reasons.

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Old 25-07-12, 10:38 AM
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Ian, I have put another order for a s3 on hold. I do not want to go through this ordeal again. Think I must go I phone route maybe, its just the 1 year guarantee that puts me off iphone.

What worries me is that it is easier to throw the phone away and claim from vodacoms insurance

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  #25  
Old 25-07-12, 11:04 AM
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Herman, is this problem similar to yours.Samsung Galaxy S3 Release Problems: How To Fix The Device’s #1 Issue, Why It’s Different Than Apple’s iPhone 4S - International Business Times

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  #26  
Old 25-07-12, 12:20 PM
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Quote:
Originally Posted by OFFROAD ADDICT View Post
Sorry disagree here .
I would say its a very successful company according to its results.

There are always a few inapt and useless lazy individuals who refuse to go the extra mile in all company's.

However, the powers that be at head office should take heed of these complaints and up its customer relations.

I would be scared to buy the S3 now and a few others might just become hesitant as well for all the wrong reasons.
Yes they are every successful, but are useless at giving a damn about their customers. At least I've always had issues with them, others might be lucky or live in an area where the vodacom outlet provide good service, but I've never experienced that.
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  #27  
Old 25-07-12, 02:40 PM
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Engel one thing
just a correction here but there isn't microphone failure on 50% of the S3's
50% of all the failures experienced on them is the microphone
the amount of people experiencing faults is a relatively small amount of people who bought the S3

So 1 in every 2 S3's won't have microphone failure
it's just a case where for every 2 S3's that fail 1 of those will be for microphone issues

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Last edited by Veneficus; 25-07-12 at 02:49 PM.
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Old 25-07-12, 05:44 PM
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currently on the world market for phones is probably only Sony and then Samsung .... get a Sony, they learnt from Ericsson so they are bound to be good phones, I had many Sony Ericsson phones over the years with no problems what so ever.

Sony also uses the Android software so it will be onlt marginally different to the S3... but with proper Sony (ericsson) hardware ....

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Old 25-07-12, 06:54 PM
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looks like it, that is where vodacom wiped all my backup the first time after they promised to make a backup. useless as they forgot to save the file to cd. 500 meg gone .

Quote:
Originally Posted by Veneficus View Post
Engel one thing
just a correction here but there isn't microphone failure on 50% of the S3's
50% of all the failures experienced on them is the microphone
the amount of people experiencing faults is a relatively small amount of people who bought the S3

So 1 in every 2 S3's won't have microphone failure
it's just a case where for every 2 S3's that fail 1 of those will be for microphone issues
I understand that. My problem is not the phone. Its the useless policy they have to fix it or provide me with the same unit as a loan phone.


On helopeter vodacom responded they will escalate the query. hahahaha ja right. diplomatic bs answer. At 15h50 I got a sms that a technician looked at the phone and will now send it to head office. ha blerrie ha. Dis n donnerse joke die hele ding.

Samsung will give me a s1. Do do what with?

I really hope everyone that are looking at a s3 and expect service will look carefully.

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  #30  
Old 26-07-12, 07:11 AM
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I understand Engel
What you could have done was insist on imediate replacement under CPA

I was just responding to this one "My next gripe is samsung because it seems that 50% of these s3 phones has a microphone problem"

I personally went with Samsung because off the great service a friend got on his
his S1 picked up a issue on the motherboard (almost 2 year old phone) while he was rooting it
he took it directly to Samsung and they replaced the motherboard on the phone no questions asked

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Old 26-07-12, 06:45 PM
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Well another day has passed and had to deal with another incompetent bunch at vodacom. This is how it works. If you have a phone that is a out of the box failure, you give it in and in around 7 days they will decide what to do. You cannot escalate it or whatever, the process is very slow.

So do not think it is a obf policy, its bulldust.

Gave mine in Tuesday. Guess what? they only got it today!!! Now someone will decide at headoffice what to do. So it can take 21 days to get my phone back. So tomorrow Im going away without my phone.

They just bull people on hellopeter anyway. Say the right nonsense to make it look good.

Then Samsung said they will give me a S1 loan unit. Same BS. The girl that work on celphone claims still has not phoned me back!!

So up to now. DO NOT BUY A SAMSUNG S3. THEY ARE FAULTY OUT THE BOX AND YOU WILL NOT GET SERVICE FROM SAMSUNG!!

VODACOM OBF IS BULL!! THEY LIE AND DO NOT HELP STAY AWAY FROM MENLYN CUSTOMER CARE!

so by the way, I have not received any feedback on the phone or its status!

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  #32  
Old 26-07-12, 08:12 PM
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I wonder if a different service provider, would have got a different result.

That phone has brilliant reviews, its a stunning device. Remember when Herman hot the BB Torch.
He gave us a demo at AD.
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  #33  
Old 26-07-12, 09:52 PM
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The problem here is is that the person you complain to has no interest in Vodacom or MTN. (The same is true for other retail stores as well).
Whether the customer's issue where successfully attended to or not, they don't give a rat's ass, at the end of the month they receive their salary. The only way to ensure better service is if the they feel it in their pockets come pay-day.
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  #34  
Old 26-07-12, 09:56 PM
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I hated dealing with OBF phones when I was a consultant. That is why i opened all my clients phones in front of them, help transfer the data and contacts and run through the phone to make sure everything works. It took more time but i had less comebacks.

If the phone was faulty i gpt another one from the vault and gave the faulty one to the manager to sort out.

Unfortunately that can be done anymore as the stupidly changed the policy due to abuse by consultants for silly reasons and now the genuine OBF clients suffer for it.

I'm glad i havent had one myself personally. Im not good at keeping cool with stupid non sensical policies.

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  #35  
Old 26-07-12, 09:57 PM
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Ian my problem is not the phone. I want the phone. The problem is should it go wrong you have no one to sort you out. The 7 day return policy is the problem. Samsung helping you is the problem. Vodacom staff lying is the problem. Vodacom inefficiency is the problem. I do not want another phone. Give me a s3 in a working order. Quickly, that all I want even if it means a repair unit, just repair it. Is that so difficult?

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  #36  
Old 26-07-12, 09:59 PM
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Quote:
Originally Posted by RGoosen View Post
The problem here is is that the person you complain to has no interest in Vodacom or MTN. (The same is true for other retail stores as well).
Whether the customer's issue where successfully attended to or not, they don't give a rat's ass, at the end of the month they receive their salary. The only way to ensure better service is if the they feel it in their pockets come pay-day.
agree 100%

Quote:
Originally Posted by MariusFourie View Post
I hated dealing with OBF phones when I was a consultant. That is why i opened all my clients phones in front of them, help transfer the data and contacts and run through the phone to make sure everything works. It took more time but i had less comebacks.

If the phone was faulty i gpt another one from the vault and gave the faulty one to the manager to sort out.

Sent via iPad & Forum Runner
thats the difference. Customer care

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  #37  
Old 30-07-12, 05:19 PM
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......and we are waiting. Tried to get some info today and the one vodacom agent lies and nonsenses more than the other one. Has anyone got a golden key to someone with some teeth?? seems they all protect each other in that place.

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  #38  
Old 30-07-12, 06:12 PM
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Herman,

Training must be slow.

Sh#* happens boet. I have been with Vodacom for more than 15 years. Always had good service from them. And yes, I had two phones with failures - but that happens. Elecronic equipment do go wrong.

If your phone is so important for business, you should have at least two phones. I mean, if you break it, what then? Get another phone with Sim share - sommer a cheapy that you can use when the S3 is down.

Relax. I am sure it wil be sorted shortly.

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  #39  
Old 30-07-12, 06:37 PM
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I am using a cheapy I bought. The problem comes in getting the info etc over, doing emails etc because I am never in the office. I have a 3 week problem now from when I got it.

The problem here is the fact that vodacom do not work on their own policy [out of box failure]and that is replacing a phone in store if it is faulty within 7 days of purchase. That is the problem.

Then their incompetent lying staff is not acceptable.

Booked it in on Tuesday and today, Monday , a week has gone and they as still escalating the matter.

BSBSBSBS!

Today on my way back with lots of time [2 hrs on the phone] I got only 1 person to phone me back.

Samsung customer care is as useless as they don't return calls.

Quite easy. Do not buy Samsung, Do not trust vodacom agents/repair centre staff, they lie. Record everything and email everything.

My hdd on my dell failed, Next day at my house new HDD. My modem then stopped working on the laptop, same day repair. 3 Days later the light on the PSU went out, still charging and got a new one delivered the next day. So what laptop do you think I will look at next?

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Old 30-07-12, 06:41 PM
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ps, also been with vodacom since 1995

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  #41  
Old 30-07-12, 06:56 PM
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I understand. It can be a real pain in the but sometimes.

I also decided to give the S3 a go. Hope it is not one of the 50 percent of the failures.

Ps. When are you comming down to EL for that Bushy and Recovery training?

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  #42  
Old 30-07-12, 06:58 PM
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get guys together and ill come

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  #43  
Old 30-07-12, 08:49 PM
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Quote:
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I understand. It can be a real pain in the but sometimes.

I also decided to give the S3 a go. Hope it is not one of the 50 percent of the failures.

Ps. When are you comming down to EL for that Bushy and Recovery training?
Herman has'nt got a phone , how can He come down there You should've stuck to your BB

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  #44  
Old 31-07-12, 09:21 AM
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Johannes,

I agree, the BBs are great. Between my wife and I we had four during the past four years. Only one had an issue and was replaced. Battery life on the BBs were very good. My current BB is now just over 2 years old, and I still only have to charge it every third day - had no issues with it at all.

I think the biggest issue is the data. I have tried various options like PC links to have back-ups of data. I am now going to try the pad thingy as it updates itself frequently (or so I am told). So hopefully it will keep updated data that can be tranferred to the phone should something funny happens.

My wife will remain with BB + tab, and I will try out the S3 + tab (because I like to try out new things). If the S3 does not do well, I can very easily change my set-up back to BB (we have a lot of spares now).



Ps. Herman drives a Triton now, so he wont need a cell to get down to EL. You don't even need a GPS - just follow the roadworks and potholes - you will get very close.

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Old 31-07-12, 04:43 PM
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My bb worked well but needed a phone/ pad combo and the s3 seemed the best. Well I do not have one currently and when the lying staff at vodacom one day in future presents me with a s3 again I might be able to tell what is better.

with the bad state bb is in, I thought it might be worth getting ready with android.

oh, There has been a technician working 4 days on my phone now.... ja right

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  #46  
Old 31-07-12, 05:08 PM
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My OBF was extended by Vodacom repairs. Vodacom says it cannot be done. when I tried to get info 3 mins ago. Got it in writing. What now?

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Old 31-07-12, 05:13 PM
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What does that mean in English Herman, you seem to be dealing with the most complicated people.

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  #48  
Old 31-07-12, 05:33 PM
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It means they lie, their agents and staff lies and their policies are not worth the toilet paper it is written on. Every time I phone I get another story!

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  #49  
Old 03-08-12, 08:00 PM
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Herman,

Is jou foon al uitgesorteer?

Ek het my S3 gister ontvang. So ver ly alles goed. Ek sukkel net nog om die foon en tab te link.

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Old 03-08-12, 10:33 PM
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ek het n ander foon toe gekry, eers na n helse fight, onnodige een. As dit reg aan die begin gedoen was, was almal happy. Download kies en maak backup. Gaan koop die s3 cover met die flap. Ons moet n thread begin met cool tools en apps wat werk.

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