No Customer Service & Lack of Communication

I am extremely disappointed with the lack of communication and service received regarding my warranty claim.

I have received no feedback from Customer Service following my telephone call on 23 September 2026 and my subsequent follow-up on 06 October 2026. Despite numerous attempts to obtain an update, I have been left completely in the dark regarding the status of my device.

I collected the phone from Cash Crusaders Pinetown on 20 October 2026. Upon reviewing the dispatch documentation, it appears that the phone was merely sent to Cash Crusaders Corporate and no meaningful resolution was provided.

Furthermore, the report provided by Nhlba alleges physical damage. I strongly dispute this finding. As can clearly be seen from the attached photographs, the phone has no visible physical damage whatsoever. The issue is not the result of misuse, neglect, or accidental damage. The device powers on but the screen displays only stripes and remains unusable.

When collecting the phone from the Pinetown branch, we were informed that the phone is unrepairable. If this is indeed the case, I insist that the warranty be honoured through a refund, replacement or appropriate remedy. The device is less than a year old, and this matter has been ongoing since August while the phone has effectively been out of my possession and unusable.

I also wish to point out that the Doogee S200 was marketed and sold as a rugged phone, capable of withstanding conditions beyond normal daily use. My experience has been the exact opposite. After researching numerous online reviews, it is clear that similar concerns have been raised regarding the quality and reliability of this product. I purchased this device in good faith and relied on the representations made at the point of sale.

The fact remains that I paid approximately R6,000.00 for this phone. This is not a minor purchase, and I do not believe it is unreasonable to expect a device of this value to last longer than a few months or for its warranty to be honored when a manufacturing fault arises.

At this stage, I require a member of management to contact me urgently today to discuss this matter and provide a clear explanation as to:

Why the warranty claim was rejected. Why there has been virtually no communication from Customer Service. Why an allegedly unrepairable phone is being returned to me without an acceptable resolution. What immediate steps Cash Crusaders intends to take to resolve this matter. Should I not receive a satisfactory response, I will have no option but to escalate this matter further through the appropriate consumer protection channels and pursue all other remedies available to me. A public review will also be posted if no answers have been received and resolved.

Please note under the Consumer Protection Act (CPA), if an item is genuinely defective within the warranty window, I legally have the right to choose between a repair, replacement, or full refund.

I trust that management will treat this matter with the urgency and seriousness it deserves.