|Device Warranty Agreement|
- Mezzanine is dedicated to a long term relationship with our clients through quality care
- To put clients back on the Network as soon as possible
- For clients to understand what the warranties and guarantees are in terms of the devices issued to the client.
- Warranties and Guarantees explained from all suppliers in terms of repairs, Out of Box Failure and physical damage.
- Clients to have a better understanding in how the procedure works.
1. Warranty terms and conditions are manufacturer specific. Please see Device Warranty Agreement pdf linked.
2. The user guide information is contained within the product packging. Kindly refer to the manufacturer's user guide additional information. It is advisable to keep this guide in a safe place.
3. Please refer to the Consumer Information leaflet for additional device support information.
Device Warranty Agreement
Handsets (exclucding iPhone) /data cards/ modems
1. The warranty from date of purchase lies with the relevant handset manufacturers for the duration of the implied warranty period between 12 and 24 months and may vary from one manufacturer to the next (ref Device Warranty Agreement pdf at the top of this page)
2. An "Out-Of-Box Failure (OBF) is defined as a new handset/data card/ modem that is found to be tecnically fault withi 7 (seven) days of purchase.
3. 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 (Pty) Ltd warehouse (ref OBF Assessment pdf at the top of this page)
4. Kindly refer to your Manufacturer User Guide for additional information. It is advisable to keep this guide in a safe place.
5. Please Note: Terminology used to refer to Out Of Box Failure may vary from manufacturer to manufacturer (eg DAP - Defective After Purchase).
6. 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. (ref OBF pdf at the top of this page)
OBF terms and conditions
1. Items must be returned within 7 (seven) calander days from date of purphase on the official invoice (proof of purchase).
2. Original invioce (proof of purchase) as received at point of sale does not have to be produced.
3. All handsets must be assessed by a Vodacom Repairs Technician for any faults reported by the client before being exchanged. This assessment may take up to 5 calander working days.
4. Devices that meet the OBF criteria but are faulty due to software issues (incorrect version of software) and that can be resolved by way if a software upgrade are not considered OBF at this stage in the OBF resolution process.
5. The original contents of the "box", (handset, original battery, original charger, original antenna, manual and any other accessories) must be complete and packaging intact / in good condition.
6. The IMEI number on the box must match the IMEI number on the device.
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.
Note: Physical damage (including seemingly trivial surface scratches, mark 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. Please ensure that you read through and understand these terms and conditions pertaining to Vodacom NEXT DAY DELIVERY service. These terms and conditions should be read conjunction with the standard contract terms and conditions booklet ("Contract Terms & Conditions) as specifically incorporated therein and shall not be deemed to be a variation of, or a notivation of the Contract Terms & Conditions.
NOTE: Client to keep white/red card issued with the phone in a safe place.
1. Person of Contract to contact support in Stellenbosch/Midrand Office Executive to log the problem.
2. Client to purchase a Vodacom prepaid sim card
3. Insert the sim into the device
4. Dail 100 from the device (It is a free call)
5. Select Option 2 - A consultant will assist you
6. An sms will be sent to confirm that the sim swop was successful
7. An update will be done on asset register by the Office Executive/Midrand
Post Paid Phones
NOTE: There will be a cost involved to be paid by the client - Either R63 (64K Replacement sim) or R105 (Micro/Nano Sim), in keeping with the current sales decisions odf Vodacom.
1. Client to go to any Vodacom outlet or contact support Stellenbosch
2. Vodacom Store to contact Red Flag Contact on M2 System (Office Executive/Financial Manager from Mezzanine)
3. Update will be done on asset register by Office Executive who is based in Midrand
Mezzanine to include procedure into Contract, explaining the options
1. Immediately have the simcard blocked by phoning 082 111. During this process you need to supply Vodacom with an alternative cellphone number to use for communication.
They will sms you an ITC reference number
2. Use this ITC reference number to open a case at your local Police station.
3. Contact the Mezzanine Support desk/Midrand Office Executive to report the incident via email or telephone.
4. Asset register to be updated by Midrand Office Executive
5. Client may have the devices insured through the business or Vodacom (0821952) Refer to Insurance Application at the top of the page.
6. Should the client, choose to, they may purchase extra devices as back up (which will be sent to the person of contact, as Mezzanine does not hold any devices on site).
7. Mezzanine will not be held responsible for any lost/stolen devices.
1. Person of contact to contact support/Midrand to log the problem.
2. All devices issued to clients whether pre/postpaid have a 2 year warranty with Vodacom (ref to Devices Warranty Agreement at the top of this page).
3. The warranty covers the software and hardware (If the device was dropped and has scratch marks, scuff marks or cracked screen, the warranty will fall away, and it will be at the cost to the client to have the device repaired (ref to Device Warranty Agreement at the top of this page)
4. Client may take the device to a Vodacom repair centre. Alternatively, the clinet may book the device in, at a Vodacom repair store.
5. No proof of purchase is required as the system will pick up all details required.
6. The device will be booked in and the repair process can take 7-14 working days to be repaired/replaced (Replacement will be determined by Vodacom upon assessment of the device).
7. Asset register to be updated after the client has informed Midrand Office Executive via email or telephone.
Device 24 Month Policy
1. All devices issued to clients whether pre/postopaid have a 2 year warranty with Vodacom (ref to Device Warranty Agreement at the top of this page)
2. The warranty covers the software and hardware of the device.
Blacklisting a lost / stolen phone
How do I blacklist a lost or stolen cellphone?
In the case of a lost / stolen phone, the phone then needs to be blacklisted. Blacklisting prevents your cellphone from being used on any other network if it's lost/stolen.
Prevent your lost or stolen cellphone from making and receiving calls. Avoid being held accountable for a cellphone bill which was accumalated fraudulently,
|Prepaid||Call Vodacom Customer Care 082 111 free from a Vodacom cellphone, you will be transferred to a consultant who will then assist you further.|
1. User contact the support desk email@example.com or 021 880 2033 option 2 as they will need a ITC number before they can open the case with the police.
2. Support will then complete the blacklisting request form
3. Form user details refers to Mezzanine's details, user then also to provide the handset / device details.
4. Upon completion of the form an authorised support person needs to sign of and submit form to firstname.lastname@example.org wit a ITC number that needs to be given to the user.
5. Vodacom will revert with blacklist status and provide support with a ITC number that needs to be given to the user.
6. The user can now go and open a case with the police.
When, How to do a sim swap and who do I report it to?
Sim swaps are normally done in the case of a lost or stolen phone where the sim card was taken with the phone. Now Prepaid SIM swap allows Prepaid customers to swap their SIM using a Vodacom Prepaid Starter Pack. In 4 simple steps, keep the same cellphone number. Also listed below, is the Mezzanine accounts process.
1. Buy a new Vodacom Starter Pack and insert the SIM card into your cellphone (This can be done at any Vodacom outlet).
2. Dail 100 (a free call)
3. Select option 2 and a Customer Care consultant will help you to get you back in touch.
4. An SMS will be sent to your cellphone to confirm that your SIM swap was successful.
The only cost to keep your number is new Vodacom Prepaid Starter Pack!
For more information
1. User needs to go to any Vodacom outlet and buy a replacement sim card (this is not a normal sim card)
2. Once user have the card, user needs to contact the support desk email@example.com or 021 880 2033 option 2.
3. User needs to provide support with the new card number as the old card number (this is the physical card number and not the cellphone number however the user can provide the old sim card's phone number together with he new sim card's physical number).
4. Suppory will sent sim swap request through to firstname.lastname@example.org and provide them with the sim card details.
5. Vodacom will then revert and update support once sim swap has been completed.
Please note! Upon completion it might take up to 48 hours for the sim card to be active.