Brothers Tech

Device Delivered Damaged & Company Refusing Accountability – Poor Service from BrothersTech

Device Delivered Damaged & Company Refusing Accountability – Poor Service from BrothersTech Complaint: I am extremely disappointed with the service I received from BrothersTech (PTY) Ltd, part of BrothersTech Franchising – FASA Franchise Association of South Africa. A mobile phone was delivered to me in a damaged condition, and from the moment it arrived, I reported that the screen was cracked. I immediately contacted the company and requested assistance. To ensure I understood the process correctly, I consulted with The Courier Guy regarding the correct handling requirements for sensitive items like mobile devices. They confirmed that suppliers are responsible for marking and securing such items properly before dispatch. This was not done in my case. After receiving the phone, the condition continued to worsen the screen colour shifted, the lighting malfunctioned, and eventually the screen began lifting. All these issues were communicated directly to Stephne` L., and Fazud the branch manager who as some point was not responding to us and we were told he was on leave, who has been the person handling my case. Despite receiving these messages, Stephne provided no action, guidance, or follow-up to address the worsening issues. Instead of acknowledging the situation, the company is now claiming the damage happened while the phone was in my possession, even though: • The initial crack was reported immediately upon delivery, • The device’s condition deteriorated WHILE I was in communication with their manager, and • Their own courier packaging requirements were not followed. The company also claims the device was “in perfect condition” before dispatch, yet they cannot provide evidence beyond internal notes, nor can they account for what happened during transit. I requested fair assistance, but instead of resolving the issue, BrothersTech has shifted all responsibility onto me. This is unacceptable and shows poor customer care, a lack of accountability, and no willingness to resolve a matter reported early and consistently. Company Details: Brothers Tech (PTY) Ltd Shop 7A Hatfield Square 1115 Burnett Street, Hatfield Pretoria, 0028 Tel: *** I am requesting: 1. A fair and transparent assessment that considers the condition upon delivery. 2. Accountability for the lack of correct courier preparation. 3. A proper resolution that does not force me to pay for damages I did not cause. If the matter cannot be resolved fairly, I am prepared to escalate it to the Ombudsman.