Cell C Repairs Centre and Cell C Insurance Ups and downs.

I bought a phone Sumsang galaxy A34 on contract from Cell C online the phones arrived on the 20th October 2023, on the 25th November the phone overheated and the screen went off. I contacted cell c and was told the will be collected by courier for repairs, the phone was collected on the 30th and I received an sms that the phone was received and was awaiting assessment on the 4th December. The phone was assessed and quoted on the 8th December, I contacted them and was sent a qoute of R2686 which I declined as the phone was still new and had no damages. I was told that the phone has some physical damages and can't be repaired under the warranty, I asked which damages and the damages where not indicated. I declined the quote and contacted the Cell C Insurance which sent me the claim forms which I filled in, completed and sent back to them. I received communication that I should rebook the phone to the repairs centre, I did the rebook and never received any communication from them. I contacted the repairs centre again and was told the phone has been assessment and is awaiting a quote acceptance.I explained that the phone was rebook on Cell C Insurance instruction for repairs. I was told that I needed to restart the process so they will send me a quote so that I can resend it again to insurance, I gave them my email address again and never received a quote until I called them again today the 9th January 2024 and was promised a callback as the system is not loading the quote but I never received a call from them.

Reference no CCD471977