⭐ **Extremely Disappointing Service and Lack of Accountability

I Gasbiah Abrahams am extremely disappointed and disgusted by the level of service I have received from Cell C and the manner in which my Samsung device repair query was handled.

I had a Samsung Galaxy Z Flip 5 that was booked in for repairs at the **Cell C Cape Gate store on 20 May 2026**. The device was experiencing an issue where it would completely shut off when closed, the bands were worn, and there was a small pixel issue on the screen. Consultant **Aaqilah** assisted me with the initial booking and communication throughout the process.

The repair centre subsequently provided a quotation of approximately **R12,000**, stating that the device was out of warranty. I rejected the quotation. My expectation at that point was very simple: **if I declined the repair, my device should have been returned to me in the same condition in which I originally handed it in.**

Instead, when the device was returned on **11 July 2026**, it was in a significantly worse condition. The screen now had **ink spots**, and the **charging port had been damaged**. These were not the issues for which I originally submitted the phone.

When I raised my concerns, I was advised that the repair centre had to open the device in order to provide the quotation. Regardless of the reason, I did not authorise the device to be returned to me in a damaged condition. Samsung also advised that they could not assist because the device was out of warranty.

The device was subsequently booked in for a second time, but unfortunately the escalation process was equally disappointing. I escalated the matter to management, including **Theo Frans**, as well as attempting to escalate it further through the CEO's office and even management within Samsung headquarters. Despite all these efforts, **I received no satisfactory outcome or accountability for the additional damage to my device.**

The phone has now apparently been returned, but it is still being held at the Cell C store. My position remains the same: **I want my device returned in the same condition in which I originally booked it in.**

What is most frustrating is that I am not asking for anything unreasonable. I simply expect a company entrusted with my property to take responsibility for the condition in which it returns that property.

This entire experience has been extremely frustrating and has left me with very little confidence in the repair process, customer service, or management escalation procedures. The lack of accountability and the inability of management to provide a meaningful resolution are particularly concerning.

**I would strongly encourage customers to carefully consider how their devices are handled during the repair process and to document the condition of their device before handing it over.**

This has been an unacceptable customer experience from start to finish.