********** service

I have a problem with my service provider Cell C. I have a several contracts with my service provider Cell C. Last year July 2022 I upgraded to a new device. According to my Service provider when the device is still within its warranty period it will be fixed free of charge.

The phone did not want to charge anymore, so I phoned Cell C and explained the problem. I was advised to take the device to the nearest Cell C store and it will be fixed free of charge as it is still within the warranty period, and this is a technical issue. On 08/03/2023 I took the phone to the nearest Cell C store to be fixed. The consultant that booked the phone in took pictures of the phone and described it being in good condition (see attached photos). I was told that I will receive the phone within 21 working days. On 27/03/2023 I received an sms from Cell C Repair stating that they have completed an assessment and have generated a quote. and that I have to either except or reject the quote. I phoned Cell C immediately and was told that I have to pay an amount of R16 500 for the repair of the device. According to them the warranty has been voided due to a scratch on one of the camera lenses. My problem is the issue that I have with the device is a technical error due to a defect in materials and not cosmetic. On the 30/03/2023 the technician’s report was forwarded to me after several phone calls with the one of their consultants Emmanuel who said that his superior will forward the report. After receiving the report I phoned the consultant again and told him that this is a technical issue and not cosmetic as the report refers to. He put me on hold and after some time referred me to his superior. The superior said that it is stated in the contract that if there are any scratches or cracks on the phone, it’ll void the warranty. I have read the contract and nowhere in the contract does it states that. He later on changed his statement and said the technician works for Cell C and if I have a problem with their outcome I have to refer to the manufacturer myself. I have not accepted the quote and will not accept it as the device have a technical error (due to defect in material).

I quote as per the Apple warranty “This warranty does not apply: (a) to consumable parts, such as batteries, unless failure has occurred due to a defect in materials or workmanship; (b) to cosmetic damage, including but not limited to scratches, dents and broken plastic on ports; “

I am aware that they want to charge me R16 500 (which is the price of a brand new iPhone), repair and refurbish the current phone and sell it as a new device.