"Pay for a replacement" - We can't help you (Cell C)

Following a poor experience from everyone I've dealt with at Cell C on this matter to date, I wish to try this further avenue to seek resolution.

I await a response from Chief Customer Experience Officer, Michelle Beetar, whom I hope will assist if this query reaches her.

In summary, the issue is as follows: • 2 October 2016: I entered into a contract (Pinnacle 250 at the time I think) • 20 February 2018: I allowed the devise to do a routine software update, after which the device went into a repeated restart cycle • 21 February 2018: I took the device to the iStore in Sandton City to determine the problem; they surmised that it was a hardware malfunction. See repair document attached. • 21 February 2018: I visited the Cell C store in Sandton whom informed me that the device was 2 months out of warranty and that the only remedy I have is to purchase a replacement device. I was later instructed by the consultant and store manager to visit the Connect Centre in Woodmead, whom would “sort it all out in 15-20mins” • 26 February 2018: I visited the Connect Centre, where I was informed by Rakash Ramnarain (Workshop Supervisor), Johannes Lekalakala (Customer Service Consultant) and Lucky Mpofu – via telephone with Johannes- that again my only resolution would be to purchase a replacement device at circa R12,000. I’ve attached email correspondence from this team to this effect. I was refused the opportunity leave my device at the Repair Centre, to see whether the issue was resolvable and was directed again, to either buy a replacement device or to visit iFix or similar, to resolve. I was further informed that I knowingly entered into this agreement, signed it, and these are the terms. • The outstanding amount due to yourselves for the device is circa R5000.

My contention is thus as follows: 1. I understand that the warranty lapsed 12 months after purchase, however; 2. I entered into an agreement with Cell C – in good faith – that for 24 months or longer, I would pay a monthly sum of money for 1) a device and 2) access to the Cell C network 3. 14 months into the 24 month agreement, I am not receiving any use from the device, yet continue to uphold my obligation to pay for it. The malfunction of the device has been determined as a hardware malfunction and through no negligence of my own. Again, I was prepared to leave the device at the Repair Centre for this to be verified or checked again. 4. It is incomprehensible to me, that I am requested to outlay R12,000 for a replacement device and that implicitly, Cell C could not/ would not, assure me that the device supp**** by it, would be functional (or repairable) for the full period of the agreement we have together. This on top of the fact that I continue to be liable to pay for a device that I no longer have use of, again through no negligence of my own. I was offered no other resolution and was requested to “try and escalate” this myself.

I would just like a working device, for at minimum the remainder of my contract term, or should this not be feasible, a compensation reimbur*****t by Cell C for the residual value of the device that I will no longer have and a waiving of the R5000 still payable to them for the device.