Warranty Repair Delays, No Communication and Zero Accountability

I am extremely dissatisfied with the handling of a warranty repair by Cash Crusaders Sunvalley.

On 1 October 2026, the store manager, Bjorn, confirmed in writing that a phone dropped off in the morning would be repaired by the following afternoon.

I only handed in my phone on Monday morning, 19 October, because I rely heavily on it for essential daily activities and needed to plan around being without it. I specifically delayed taking it in until I could accommodate the promised turnaround time.

It is now Wednesday afternoon, 21 October, and I have received no meaningful update, no confirmed repair status and no indication of when my phone will be returned.

Despite having to follow up myself, the only response was that someone was following up with the technician.

An employee subsequently called me, not to provide an actual update, but to defend herself by explaining that she had passed my message to Bjorn. I was then informed that Bjorn was not even at the store.

Passing messages internally is not customer feedback, and the absence of one manager should not bring customer service to a standstill.

I have explained that without my phone, I cannot access my banking facilities, personal accounts or digital payment services. I cannot even arrange and pay for transport to collect it.

I specifically requested assistance with delivery to my workplace at Living Hope in Capri, which is close to the branch. This request has not been addressed.

Had I known the repair would exceed the promised turnaround time, I could have made alternative arrangements.

The most frustrating aspect is not simply the delay. It is the complete lack of proactive communication, accountability and ownership.

I should not have to repeatedly chase a national franchise for basic information about my own property.

I expect Cash Crusaders Franchising to intervene immediately, establish the actual status of my phone and arrange its prompt return.

This experience has been entirely unacceptable.