CellC Service Center Horror

I'm writing this in the hope that Cell C will be able to redeem itself, fingers crossed!

So my husband bought a Z3 Flip on contract a few months back. All was hunky dory until one morning the touch screen decided to tap out! He did his due diligence and took the phone to one of the service providers and the phone was booked in to the service center for repairs.

Now here is the kicker: After about a week or so of radio silence from Cell C, he decided to do a follow-up. To both our shock and horror, they have informed him he will need to pay R14000 upfront for the repairs to be done! Why, one may ask themselves, since the phone is under a warranty for such faults? Well the person we spoke to says the device and some scratches on it which will need to be fixed also while the phone is in for repairs. The person indicated that they cannot fix only the screen, that they would also need to replace the phones covers!!! I mean call me dumb, but why on earth would you neglect the obvious issue with the device and jump straight to a non-issue like that? We have indicated to the technician we spoke to that the covers are not the issue but rather the screen not being responsive, to which we were told that they were obligated to change phones covers.

Honestly would not bother giving Cell C any rating at this if it were an option!!!