Appaling Service from Cell C

I have been a customer with Cell C for almost 20 years. I have 4 contracts with them but as of late, the manner in which they have dealt with my qeury is shocking. In all my years with them I never had one issue nor submitted a single claim for anything. Neither have I missed a single payment on all my contracts. One would think that your loyalty would mean something in terms of customer service.

My issue started 3 weeks ago with my phone, which is a Samsung Galaxy Fold 3. It started leaking black ink from under the screen. This resulted in the centre screen to be unresponsive. Just to emphasise that there was no cracked screen or water damage to the phone. I took it to Cavendish Square Cell C to book in and was informed that my warrenty is still valid. However a week ago I received an sms stating that I have to pay for the damage. It was clear that the folding mechanism of the phone was problematic.

When I enquired they firstly told me my warrenty lapsed. Not accepting this I did some further enquiries and all of a sudden due to some minor scrathes they are claiming that my warrenty is void. They are implying that I broke the folding mechanism and caused the ink to leak from under the screen. This asssessment was based on the few scrathes on the phone. A phone is a tool and one is bound to have some minor scrathes but to imply that I am the cause that the folding mechasnism was problematic, is totally unacceptable.

What further incensed me was that my friend who I recommended to get the same phone also had a problem few weeks earlier was assisted without hesitation. The manner and expedience in which his issue was resolved, I was under the impression that mine was going to be resolved in a simi**** manner. But it is apparent that Cell C is selective in dealing with their clients, from a different racial group.

My request is that my warrenty to be honoured and my phone repaired. But through my recent interactions with Cell C, I doubt this is going to happen. I will never recommend anyone to Cell C and am actively looking at mechanisms to cancell all my contracts with them.