Cell C Poor client service and defective Samsung S23 Plus device

On 14 February 2023, I concluded a contract with Cell C (The Grove Mall in Pretoria) for both a cell phone as well as data contract. The device was a Samsung S23 Plus with serial number R5CW20G525L.

After a brief while of use, the device had audio problems and the sound was ****led to the extent that I could not utilize it effectively. I took the device to Cell C but they could not book it in as a result of possible server issues after waiting for almost 2 hours. The staff were extremely unprofessional and *********** in dealing with my concern. I then took it to Samsung Vodaworld and was informed they serve only Vodacom customers. During February 2023, I logged a Door 2 Door collection through Samsung but to no avail. On 21 February 2023, I sent a follow up email but still no word. On 9 April Samsung Door 2 Door acknowledged my request but failed to collect the device I eventually found a Samsung Repair Centre in Pretoria and the device was booked in on 14 April 2023 under Service Order Number *** under repair code A01. Almost a week later, I was advised I may collect the device and that the speaker was replaced. The same problem however continued. At times it will be normal and audio was clear and at times it was completely inaudible. I need to use the device for business purposes and had to first make arrangements for an alternative device. I eventually went back to the Samsung Repair Centre on 13 May 2023 and informed them that the same audio issues persisted few days following collection after the speaker was replaced. The device was booked in again under the same Service order number as above and it was handed over to the Technician Noks with landline number ***. I advise her to test the phone and the agent who assisted me confirmed that the audio problems still persisted as I played a video to demonstrate it. On 20 May 2023, I visited the repair centre to follow up but was informed that the Technician Noks was not available. On 22 May 2023, I called the Technician and she advised that the audio is indeed ****led and that she conducted further diagnostics. She picked up that the mother board was damaged. She informed me that as the phone is new, the factory does not have stock and that she will inform me once it becomes available.

My concern is that I continue to make monthly payments in respect of a device that was defective and I do not have the benefit of using it. The defect was not as a result of any negligence and the device is in mint condition from the exterior. The defect occurred shortly I used the phone. No water damage, breaking or falling from any sort was picked up during diagnostics. This is improper and I need to be assisted by a replacement device.

I requested a replacement device but was informed that the repair centre does not replace but repair. I am very disappointed in the manner of how I am prejudiced.