Device Repairs

I handed my device in for repairs at Cell C (New Park, Kimberley) on 28 September 2025, and as of 30 December 2025, it is still unresolved.

At the time of booking the device in, the branch manager assured me that the insurance would cover the repair and that only a small excess payment would be required. Since then, the experience has been nothing short of frustrating and unprofessional.

After several WhatsApp messages requesting feedback, I was eventually given a reference number. I completed and submitted the insurance claim form on 21 October 2025. A month later, after pushing again for feedback, I was told that the "upgraded" device was not rolled onto the insurance and that it was only applicable for the old contract. The store manager had then told me that the phone’s box was required and that he would sort it out, which I then provided on 13 December 2025.

Since then, I have made numerous calls and multiple branch visits, simply trying to obtain a quote for the repair or any indication of repair costs or timelines. To date, nobody has been able to send me an email or simply give me a clear answer.

There has been no consistent communication, no transparency, and no accountability throughout this process. I am expected to pay for a service, yet no service has been delivered and no feedback provided. Call me selfish if you must, but I refuse to pay for a service that has not been rendered.

No feedback, no payment — simple as that.

This entire process has been unnecessarily drawn out and handled extremely poorly.