Refusal to replace my defective Honor Magic V5

Summary of Events

I purchased a brand-new Honor Magic V5 and within the first month the inner screen developed a green line without any physical damage.

I booked it through Vodacom (**Ref: **********0) and it spent two weeks in repair, during which six parts were replaced.

When I collected the device on 28 November 2025, a new green line appeared on the outer screen before I even left the store.

The device was booked in immediately for a second repair (**Ref: **********8) involving additional parts.

The first repair was returned with glue residue and fingerprints under the camera lenses, indicating poor workmanship.

The device has now spent more time in repair than in my possession, and further delays continue due to parts being on backorder.

This is becoming urgent and a repair will be unacceptable:

There still seems to be reluctance to address the core issue — which is that this device is no longer fit for purpose, and another repair is not an acceptable solution.

1. Excessive Number of Parts Replaced on a Brand-New Device During the first repair, six parts were ordered and replaced. This alone is extremely concerning for a device that was less than one month old. Once six major components of a foldable device are replaced outside of factory-controlled conditions, the device is no longer equivalent to a new, factory-assembled, factory-sealed unit. This directly affects: Structural integrity Foldable durability Factory tolerances IP58 / IP59 water and dust resistance No repair center — no matter how “advanced” — can give factory-level recalibration, sealing, or pressure-testing after so many core components are replaced. I would like confirmation of what guarantee you can offer that the device will still maintain its IP rating after these repairs. My concern is that it cannot, and this places the device at future risk.

2. A Second, Unrelated Hardware Failure Before I even left the store with the repaired device, a new issue appeared on the outer screen — a green line that was not present before the first repair. This is: A different fault On a different part of the device Occurring immediately after a major repair This strongly suggests that the device may be a defective early-batch unit. Now the device is in for a second repair, again requiring additional parts. This number of repairs and parts replacements is unreasonable for a premium device that costs over R30,000 and that has been in my possession for less than one month of actual use.

3. Quality Issues With the Repair The first repair was returned with: Glue residue Fingerprints under the camera lenses This is unacceptable for any repair, let alone on a flagship foldable device. It clearly demonstrates that the repair center cannot restore the device to factory standard.

4. Consumer Rights and Reasonable Expectation According to the Consumer Protection Act (CPA), the device must be: Of good quality Free of defects Durable Fit for purpose A device requiring two major repairs, involving multiple part replacements, within the first month of ownership clearly does not meet these standards. Under the CPA, when a defect reoccurs or new defects appear shortly after a repair, the consumer is entitled to replacement or refund, not endless repairs. 5.Conclusion Given: The high number of parts replaced The second unrelated defect The poor quality of the first repair The time I have already spent without the device The loss of confidence in the integrity of this unit

A replacement device is the only fair and reasonable resolution. I cannot continue accepting repairs on what is clearly a defective unit. No customer should be without a new device for over a month, nor should they be expected to accept a “rebuilt” phone instead of a factory-fresh one after so many issues. Please escalate this matter urgently so that a replacement device can be arranged. Thank you.

I would also like to add that the ongoing absence of the device and the inability to use its core features has resulted in a direct loss of revenue for me. This device is essential to my day-to-day work activities, communication, and productivity. Being without it for extended periods — now stretching to weeks — has negatively impacted my ability to conduct business effectively. This further reinforces why a swift replacement, rather than continued repairs, is necessary.

Please not that this does not reflect anything on the branch where I purchased the device. They have been excellent and helpful.

https://www.thedtic.gov.za/wp-content/uploads/Consumer_Protection_Act.pdf Right to quality goods and services 1. Consumers have a right to return unsafe or defective goods within six months and may choose either: • a refund • a repair • a replacement It is the consumer’s right to chose either of the above and a supplier/retailer may not decide for the consumer. If the goods break again after six months, the consumer may return the goods within three months for a refund or a replacement.