Poor experience at Cash Crusaders raslouw and DOOGEE S200

Extremely Disappointing Experience with Cash Crusaders Raslouw and the DOOGEE S200

Product: DOOGEE S200 Store: Cash Crusaders Raslouw Issue: Advertised durability concerns, repeated damage, excessive repair delays, poor communication and unsatisfactory customer service.

I am writing this complaint because I have reached the end of my patience with both the DOOGEE S200 phone and the service I have received from Cash Crusaders Raslouw.

I purchased a brand-new DOOGEE S200 from Cash Crusaders Raslouw because I specifically wanted a rugged phone with a good battery life, water resistance and the ability to withstand accidental drops. These were not random expectations; they were the exact features that influenced my purchasing decision.

According to the DOOGEE website, the phone was advertised as being able to withstand falls from heights of up to 1.8 metres. It was also advertised as waterproof for up to 30 minutes at a depth of 1.5 metres. The drop-resistance information has since disappeared from the website, but I have screenshots of the original claims.

1. First damage and an unacceptable repair process

The first time the phone was damaged, it fell out of my pocket while I was running. The screen and front camera broke.

I returned the phone to the same Cash Crusaders branch where I purchased it because I was informed that other branches could not accept it for repairs.

What followed was an extremely frustrating process that took more than two months. I had to phone the store almost every day to find out what was happening with my phone. Instead of receiving proper updates and assistance, I was left chasing the people who were supposed to be handling the repair.

Eventually, I spoke to the manager of the repair department and explained how the phone had fallen, why I had purchased it, and what the manufacturer had advertised about its durability.

After several days of arguing, I was told that I had tampered with the phone and that they would not accept responsibility.

I was so frustrated that I even offered to obtain CCTV footage showing how the phone fell. Unfortunately, the available footage did not go back far enough to cover the incident.

What disappointed me most was the lack of accountability and the fact that the advertised durability claims seemed to count for nothing when I raised a legitimate concern.

2. The speaker stopped working

On another occasion, I was simply cleaning the phone with damp toilet paper when one of the speakers stopped working.

At this point, I had already experienced the lengthy repair process and the difficulty of getting answers from the store. I decided not to take it back because I did not want to waste more time and money dealing with the same situation again.

3. Second breakage and another lengthy repair

Last month, the phone fell from my bed onto a flat tiled surface and broke again.

I returned to Cash Crusaders Raslouw. The staff member who assisted me initially advised that it would take approximately one week for the phone to be inspected, followed by another week for the repair once payment had been made. Although this already seemed excessive, I agreed to the process.

I deliberately chose not to raise the previous advertising and durability dispute again because I did not want to go through the same argument all over again.

After two weeks without any feedback, I called the store. I was then told by the manager that the process actually takes 21 days and that she would follow up on the repair.

Once again, I had to do all the chasing myself. I had to call to obtain a quotation, call again for progress updates, follow up on the phone being sent back from head office to the store, and finally call to establish whether I could collect it.

In the end, the entire process took more than a month.

My own manager asked a very reasonable question: why does it take so long to repair a phone when parts can apparently be sourced from China within approximately a week? It is a fair question, especially considering how long I had already waited during the first repair.

4. Poor workmanship and the screen protector incident

When I finally collected the phone during my lunch break, I immediately noticed that the screen protector had been installed terribly. There were bubbles everywhere, along with a large piece of black material trapped underneath it.

I went back inside and questioned the staff member who had assisted me. I was told that the material was not part of the screen protector and that it should be removed.

When I had time to inspect the situation properly later that day, I realised that the phone had originally been supplied with two screen protectors. I had used the first one previously, meaning the store had used the second one during the repair.

Because it had been installed so poorly, I had to remove and discard it.

I returned to the store the following day to ask for a replacement, as the supplied accessory had effectively been wasted due to the poor installation. I was told that they could not assist me and was referred to a phone shop that did not stock the relevant DOOGEE accessories.

At this point, I had simply had enough.

5. The cost, frustration and complete loss of confidence

After all this, I have spent almost half the original purchase price of the phone on two repairs, and the speaker problem was not even resolved.

I purchased a rugged phone because I wanted something durable and reliable. Instead, I have spent an unreasonable amount of time chasing repairs, making phone calls, trying to obtain basic updates and dealing with problems that should have been handled far more professionally.

I now feel that I have to look after this supposedly rugged phone more carefully than my personal Samsung S23.

I understand that no phone is indestructible and that accidental damage can happen. My complaint is not simply that the phone broke. It is the combination of the advertised durability claims that influenced my purchase, the repeated damage, the excessive repair turnaround times, the lack of proactive communication and the poor handling of the screen protector.

I also want to make it clear that I do not usually write complaints about businesses. I work in sales myself, so I understand what it feels like to be on the receiving end of a dissatisfied customer's complaint. I try to be fair and give businesses an opportunity to resolve problems before taking matters further.

In this case, I believe I have been more than patient and have given Cash Crusaders Raslouw several opportunities to put things right.

What I would like Cash Crusaders and DOOGEE to address

I would appreciate a proper response to the following:

Why were the advertised durability claims not meaningfully addressed when I first raised concerns about the phone's damage? Why did both repair processes take so long, with little or no proactive communication? Why was the screen protector installed so poorly, and why was I refused assistance when I raised the issue? What will Cash Crusaders and DOOGEE do to address my overall experience and restore my confidence in their products and service?

I am not looking for arguments or excuses. I am looking for accountability, a reasonable explanation and a fair resolution.

My experience has left me deeply disappointed in both the DOOGEE S200 and the service I received from Cash Crusaders Raslouw. I would strongly encourage potential buyers to research the product carefully and consider my experience before making a purchase.

I hope this complaint receives the attention that my repeated attempts to resolve these issues directly with the store did not.