Complaint letter for bad service- 24Hour Mobility Insurance

I have been a loyal customer of 24Hour Mobility for the past seven years (since 2013). I have time and again received great service, which is the reason why I am still with them and have both my cellphones insured with them, up until recently, where I have been at the receiving end of their inefficiency, inconsideration, and poor customer service.

My phone fell and got damaged on the 14th of June 2020 and accordingly, I contacted 24HOUR Mobility (24HRM) and reported the matter. My phone was taken in for repairs on the 25th of June 2020 and was sent back to me on the 1st of July 2020, and within two days of its return, it started malfunctioning.

I reported the matter and it was taken in again, only to have it sent back with the exact same problem.

I then took a video showing what the problem was with the phone and asked if I could send this to them(24HRM) or their repairers as this video was too large to attach to the email.

This request was flat-out ignored for several weeks, up until recently after I had persisted, when eventually the director at the repair centre got involved and agreed for me to send it to him.

When I asked what the problem was with my phone I was initially told that, it’s my SIM card and that I needed to get a sim swap, and then later I was also told that it’s possibly the applications loaded on the phone.

I explained that my sim works well in all my other devices and that pre-damage the apps loaded on the phone never gave me a problem.

Currently, my phone is still at the repairers, undergoing “extensive testing”. It was taken in for the 3rd on the 15th of July 2020 to date (with no feedback from the repairers or the underwriters).

In this time the only thing I received was an email asking if I had indeed sent the video to the repairers. When I asked when I would be getting back my phone (as it was due to come back on the 20 July 2020) I was told that my query would be escalated and that I would be contacted soon, and here I am still waiting.

I have been extremely patient and greatly inconvenienced, and I get a sense that my rights as a consumer are being taken for granted.

We are in an era of technology, where cellphones have become a basic necessity for day to day functioning, not only do I need a phone to communicate but I also need it for work. This back and forth has gone on for too long, with no resolution, can 24Hour Mobility please assist me by replacing my phone.

Nthabiseng Serudu-Nageng *** ***