Fully operational device damaged by repair department

Cell C, I have an urgent issue that needs to be addressed regarding the Samsung A30 device allocated to line ***.

The device was freezing constantly and not charging after each software update and I did report thay to the store. The store manager advised me to book in the device as it has to be sent to Cell C, which is what I did.

The device was taken to the store and I advised the consultant of the freezing and charging issue of the device after the software update. I also advised her that the device was fully functional even though the problem was only the freezing and failure to charge after the updates.

She then examined the device, entered the unlock code associated with the device and was scrolling through the device, which was operational without any freezing at that time. I told her to book the device in as I didn't want to have the same problem coming up again and she assisted me. I then gave her the unlock code and pin codes and just kept the s card holder and the Sim.

She then advised me that there was a visible scratch on the screen and the repairs department would have an issue with it so I made it quite clear with her that the cosmetic condition of the screen was not the issue and the software is the problem. I also made it very clear that the scratch on the scratch on the screen ajs nothing to do with the software issue on the device and she should send it in.

The device e was officially booked in at the store on the 16 January 2023. After some time, I was contacted my the store and was advised by tla consultant that the repair center sent through a quote of over R6000 as the scratch on the screen voided the warranty and I called them and refused the software repair and requested my decide be sent back to me.

I collected the device yesterday from the store and the device came back with a blue screen notifying of a software error not being updated. Now this is the problem, the device was fully operational when it was sent in except for the freezing and charging but not it came back as a dud from the repair center.

This is absolutely absurd to void a warranty when the issue had nothing to do with the scratch on the screen and more of the software. I refused the quote to repair the software and requested the device be returned to me and it comes back damaged? Why did the repair department fiddle with the device when I made it clear that they should not proceed and they go and damaged the device when I was operational when they received it.

In the case of the repair department not adhering to instruction and for damaging an operational device to a point that its damaged, I now want it replaced. Somebody needs to answer for this as you can't going around damaging people property and expect zero consequence!!!