Lack of knowledge, customer service and conduct

<p>In April 08 I sent my brother to Vaal mall cash crusaders to buy me an iPhone 6 then a month later 06/05the phone was flat I couldn't charge it. I took it to istore then apparently the phone was out of warranty they couldn't fix it. He took back to Cash crusaders and they booked it for repairs on 08/05 and he was told the phone will take 21 days by the repair center. After 21days 29/05 the phone was not back I asked him about it he said he will go and check. Indeed he went to check it but it wasn't back yet. He went back on 02/06 still it wasn't back, that is when he was told the phone went to a sec repairer that is why it's taking long. The manager then gave my brother 2 options either he exchanges for something else or he waits for the phone, because he had highlighted that he doesn't want the phone anymore due to the long waiting and no communication.<br />On the 03/06 I took it upon myself to call the store and find out why the phone is taking long, I was told the same story of the repairer. I asked the store manager what the diagnosis of the phone was and she didn't know but one thing she knew was the vodacom couldn't repair the phone. We agreed that she must call and get feedback about the diagnosis on the phone so that at least I know why the phone is taking so long and at the time I also told her if the phone is not back by 09/06 I do not want it anymore. I also asked her why didn't they communicate with my brother that there will be a delay with the repair due to changing of the repairer. The answer I got was it's because they are not the one fixing the phone and the storeroom is the one dealing with the repairs.</p> <p>On 05/06 I waited for her call to give me feedback from the repairer she never called. I then called the Gauteng customer service and told the story so that they can deal with the issue and make sure I'm refunded because the manager failed a simple task giving feedback from the repairer and all she could say was she doesn't know what's wrong with the phone maybe it's there were no parts bluh bluh bluh... just excuses. I was then called on 06/06 and the story was still the same no diagnosis from the repairer still the phone wasn't back. I still told them I want a refund because the waiting, no communication from the store, lack of knowledge about the matter and the incompetence was getting to my nerves and I am frustrated that my business is suffering because the phone is away on repairs for so long. I had to tell them how they should do their job, I had to say call the repairer and find out the issue with the phone, call your ops manager and ask for permission or guidance to deal with the issue since the customer is unhappy.<br />I have challenged them based on their warranty policy sec hand goods bought and appear faulty within 6 months of purchase without the knowledge of the fault they repair the phone. So now their story is I had the phone for a month and I knew it's sec hand so it was bound to give me problems (which is something I knew very much) but again if they knew their products are 100% in working condition why is there a warranty period? I didn't know the battery would die. On my side I did as per their policy but they failed to their job in making sure the phone is repaired in time or to give communication about the delays. They only made means to follow up because they don't want to refund me and they are going to encounter a loss. The owner called me too and it was sad that he didn't understand why I was fighting but rather told me they don't cover batteries when you purchase a sec hand phone. Sad that it doesn't state in the warranty policy nor did the staff member explain that. And the phone left the store without the issue which goes back to the warranty policy they cover for such.</p> <p>The stories that that I was told about the phone moving from one repairer to another was a lie, they said it went to a sec repairer because vodacom couldn't fix the phone but they don't know what was wrong with the phone. Later I was told the phone wasn't fixed by vodacom because the quote was too expensive. The lying, manipulation and scheming is just overrated. I do not want anything to do with them anymore I want my money back because they have failed to do as their warranty policy and they are violating my consumer rights by all the lying, manipulation and schemes. All I want is my money back they won't be any loss to them they can still resell but I won't be forced to understand and tolerate their mis faction and misconduct.</p> <p> </p>