Since November 2016

Good day

Sorry I have to post all my correspondence to show everyone what I have experienced at Cellucity and Vodacom Care centre Fourways. _____________________ Good day

I am appalled by this, actually sick to my stomach that someone can do this to a customer.

I booked in a phone that was in 100% physical condition and now must accept something back that is damaged.

I shall be handing this matter over to the NCC and hope that they can assist me in this matter and they can then take it on with legal action and then once I have received a response from them I shall also hand it over to Carte Blanche as well for how us as customers are being handled.

Kind regards

Stuart

On Fri, Jun 30, 2017 at 11:23 AM, clearwater manager ********** wrote: Good Morning Stuart

Hope you are well.

I have unfortunate news. Vodacare received your email as a decline of the quote. They have sent the phone back and have not replaced it. Please can you visit the store at the earliest of your convenience and pick up your unit.

There is nothing further that I escalate for you , should you wish to proceed further that would then be your own prerogative.

Hoping this email finds you well.

Kind Regards

Mandy Visser

Branch Manager

**********

********** | +27 11 ********** | Clearwater Mall, Shop LM048A | Cnr. Hendrik Potgieter Drive & Christiaan De Wet Road | Strubensvalley

Cellucity Online Store - Apple Doctor - B4i.Travel - Vodacom Shop - Vodacom Rentals

From: Stuart Andrews ********** Sent: 28 June 2017 08:34 PM To: clearwater manager ********** Cc: Cornelius van Wyk ********** Subject: Re: Repair on Iphone 5S CPO

Good day

I appreciate your efforts but please see below:

The dent cannot be covered by any plastic film cover as it on the corner. The phone was not booked in with an actual cover.

This I find unfair as I did not book in a damaged phone in End November 2016. Now me as the customer needs to pay for something that happened in the hands of Cellucity and Vodacom Care centre Fourways, this dent could have occurred the first time it went to Vodacom Care Centre and they then marked it as 100% and then quoted for a 'fault' completely out of spec to why it was booked in and if paid would have sent it back without declaring the dent. I find this matter *********.

I have also lost retail value on the phone since November as I would have liked to sell the phone which from then until now has lost about R2000.00 value. If I was not able to sell it I was going to utilize it for my daughter when she is older to use for educational purposes as I am unable to offers to purchase a tablet for her. Due to negligence on Vodacom's side and requesting payment from me I am now unable to get my device that I rightfully own and booked in under good intentions to get a replacement phone as it is an Apple product and has a standard 1 year warranty as per Apple policies.

I am requesting an undamaged working iPhone 5s within 7 days or would have to pass these emails on to the Ombudsman (The NCC department) as my requests are not being understood and being inconvenienced and treated unfairly. I shall also add in Apple head office to see how Apple clients are treated in this country.

Was not wanting to go this route but I have no choice as some people don't have money growing on trees at home.

Kind regards

Stuart Andrews

Sent from my iPhone

On 26 Jun 2017, at 16:57, clearwater manager ********** wrote:

Good Afternoon Stuart

I do hope this email finds you well. I have escalated your matter thoroughly and assure you that I have supp**** every detail regarding your unit to provide you with final feedback. Your unit was initially quoted the first time it was booked in on the 12/12/2016. Both parties now claim that the mark could have not have been noticed at the time due to the back cover film creating a lighting issue for not seeing the chip mark. You signed for your unit being sent with a back cover and have acknowledged that, and Vodacare advised that the back cover being on they said they could have missed this chip mark as they deal with a number of repairs that have more visual damage on units.

From the escalation period until now

12/12/2016 – Due to it being a replacement unit the system generated the unit out of warranty. Booked in with no external damage, back cover sent with phone. You were quoted on a repair for your iPhone but rejected the repair to book in the unit with iStore. When the unit was received at the store on the 11/1/2016 the unit was sent with bubble wrap and placed in a box. Without implicating myself I was the first person to note the dent as I took your phone at iStore and uncovered it in bubble wrap as is and contacted you to inform you that you would be quoted on a replacement unit due to the chip mark. It was then immediately notified to Dumi at Vodacare to inform them on the findings and if the unit noted any physical damage from their side. This is where it was established that nothing was noted. Charl (Technician/ Manager) could only establish the sales consultant signing for your unit and placing it in the repair box and nothing after that. Unfortunately pulling footage has long surpassed and they would have pulled up footage of your initial booking and time it was in the store if they could but footage is only available for a certain period. Footage would have been supp**** to you if it was possible to issue to you at the time. (Due to security reasons I cannot disclose exact details but an estimate that is less than 30 days) Your Unit was then booked in again on the 2/2/2016 with the managers at Vodacare notified about the discovery of the damage. An agreement between Vodacare and your self was that they repair the phone for you free of charge with the initial quote they had sent. To which you understandably declined. Due to the time this has exceeded the offer is also no longer available. Cellucity also as a kind gesture and which will still stand will offer you a free cover and screen protector to the value of R600 for the terrible inconvenience you have been faced with. I escalated your matter again as the new manager of the store and provided through feedback and argument on your behalf which has lead to the final agreement that Vodacare will offer is R2399 for a replacement phone not a repaired phone. The initial quote is R3750.86 and they are willing to compensate you for the balance.

As a manager previously for the iStore, should your phone have been booked in with iStore you would have been quoted on a replacement on a costing which is quite a lot more than what ARC and Vodacare is offering.

There is quite a strong chance that Charl could have missed the chip when booking in your unit and Vodacare just copied the job without thoroughly checking the device. Your unit has escalated to several people to get this sorted for you and I wish there is more that I can do for you but this is final…

Vodacare & ARC - Repair total – R2399 (Replacement) Compensating the additional amount R1351.86

Cellucity – Screen Protector & Cover

Please advise if you would like me to proceed with the replacement. Perhaps double check on your household insurance if you can be covered in this regard.

I await your reply, my deepest apologies if this is not the feedback you were expecting.

Kind Regards

Mandy Visser

Branch Manager

<image002.png>

********** | +27 11 ********** | Clearwater Mall, Shop LM048A | Cnr. Hendrik Potgieter Drive & Christiaan De Wet Road | Strubensvalley

Cellucity Online Store - Apple Doctor - B4i.Travel - Vodacom Shop - Vodacom Rentals

From: Cornelius van Wyk Sent: 05 April 2017 10:35 AM To: Stuart Andrews ********** Cc: clearwater manager ********** Subject: RE: Repair on Iphone 5S CPO

Hi Stuart,

I understand your frustration, but I am not in a position to replace your phone.

The phone was booked in at Cellucity. The device inspection form clearly stated “NO DAMAGE” Vodacare did not state that it arrived with any damage when it got to them, so the inspection form stating “NO DAMAGE” was accurate. When it arrived back at Cellucity, it was damaged and Vodacare was notified of the damage. So the damage was not caused by Cellucity.

We referred the matter to Vodacare, who offered to do the original repair of +- R2300.00 for free to compensate for the damage. Although Cellucity is not to blame for the damage, we offered you a free cover and tempered glass screen protector from our side. You declined this offer.

If I take my car to VW for a service, and a RAM courier van delivering spares scratch my car, VW will not replace my car for me?

As mentioned before, Cellucity can’t replace your phone if we are not at fault.

Kind Regards

<image001.jpg>

From: Stuart Andrews ********** Sent: Tuesday, April 4, 2017 19:30 To: Cornelius van Wyk ********** Cc: clearwater manager ********** ********** Subject: Re: Repair on Iphone 5S CPO

Hi Cornelius

May I ask for your input as I find this unfair of what is happening here. My phone was in 100% physical condition when booked in. It was negligence from either Vodacom care centre, which they deny or it was Cellucity Clearwater which have not sent me video footage as requested as yet.

Please I find this is ********* and uncalled for that I have to be the one to lose in this situation.

Your help and input will be greatly appreciated.

Kind regards

Stuart Andrews

Sent from my iPhone

On 04 Apr 2017, at 09:12, clearwater manager ********** wrote:

Good day Stuart,

No it has not.

Kindest regards

Vanri le Grange

Branch Manager

<image001.png>

********** | +27 11 ********** | Clearwater Mall, Shop LM048A | Cnr. Hendrik Potgieter Drive & Christiaan De Wet Road | Strubensvalley

Cellucity Online Store - Apple Doctor - B4i.Travel - Vodacom Shop - Vodacom Rentals

From: stuartbwg ********** Sent: 04 April 2017 09:00 AM To: clearwater manager ********** Cc: Cornelius van Wyk ********** ********** Subject: Re: Repair on Iphone 5S CPO

Good day Vanri

Has it been replaced?

Kind regards

Stuart

On Tue, Apr 4, 2017 at 8:46 AM, clearwater manager ********** wrote:

Goo day Stuart,

Your phone has arrived back at the store, so you are more than welcome to come and collect it when you are ready.

Kindest regards

Vanri le Grange

Branch Manager

<image001.png>

********** | +27 11 ********** | Clearwater Mall, Shop LM048A | Cnr. Hendrik Potgieter Drive & Christiaan De Wet Road | Strubensvalley

Cellucity Online Store - Apple Doctor - B4i.Travel - Vodacom Shop - Vodacom Rentals

From: stuartbwg ********** Sent: 04 April 2017 08:33 AM To: clearwater manager ********** Cc: Cornelius van Wyk ********** **********

Subject: Re: Repair on Iphone 5S CPO

Good day Vanri

Still haven't heard anything back from you guys. Now I really need my replacement phone urgently, it is becoming beyond ridiculous now.

Thank you

Kind regards

Stuart

On Thu, Mar 2, 2017 at 10:14 AM, stuartbwg ********** wrote:

Good day Vanri and Domisa from Vodacom Repairs

As per my conversation with Domisa @ 09h55 on the 02/03/2017. I would like shop video footage from Cellucity and Vodacom Repairs (if available) for when my phone was booked in, collected, dropped off, handled etc. Someone dropped my phone and Vodacom Repairs has informed me that the phone was received in 100% physical condition and is going to forward the proof to myself and Cellucity.

Whom ever damaged my phone can be liable for the costs involved. May I have an answer within 7 days as I need my replacement CPO as soon as possible as this is now becoming a major inconvenience. This is now to be resolved between Cellucity and Vodacom Repair Centre to arrange for my replacement.

Your urgent response will be greatly appreciated.

Thank you

Kind regards

Stuart

On Wed, Mar 1, 2017 at 5:34 PM, stuartbwg ********** wrote:

Good day Vanri

I don't agree, the phone was booked in at your store and was damaged along the way and now it is my problem. I feel that this must be resolved and sorted out without me having to speak to anyone. My phone had a wifi picking up problem but in 100% physical condition. Now my phone has been dented and want to bill me for something that has gone wrong. I will await your response saying my replacement device is ready for collection.

Thank you

Kind regards

Stuart

On Wed, Mar 1, 2017 at 9:46 AM, clearwater manager ********** wrote:

Good day Stuart,

As I mentioned previously this has nothing to do with our store. Please take it up with Vodacare on the numbers provided previously.

Kindest regards

Vanri le Grange

Branch Manager

<image001.png>

********** | +27 11 ********** | Clearwater Mall, Shop LM048A | Cnr. Hendrik Potgieter Drive & Christiaan De Wet Road | Strubensvalley

Cellucity Online Store - Apple Doctor - B4i.Travel - Vodacom Shop - Vodacom Rentals

From: stuartbwg ********** Sent: 01 March 2017 07:35 AM

To: clearwater manager ********** Cc: Cornelius van Wyk ********** Subject: Re: Repair on Iphone 5S CPO

Good day

This is unacceptable. I would like a new unit at no cost, this was not my mistake.

Kind regards

Stuart

On Tue, Feb 28, 2017 at 2:40 PM, clearwater manager ********** wrote:

Good day Stuart,

We have spoken to the repair centre and they are prepared to give you a swop out unit at R5000.00 and they will cover half the cost so there will be a R2500.00 pay in from your side.

Please advise.

Kindest regards

Vanri le Grange

Branch Manager

<image001.png>

********** | +27 11 ********** | Clearwater Mall, Shop LM048A | Cnr. Hendrik Potgieter Drive & Christiaan De Wet Road | Strubensvalley

Cellucity Online Store - Apple Doctor - B4i.Travel - Vodacom Shop - Vodacom Rentals

From: stuartbwg ********** Sent: 28 February 2017 12:45 PM To: clearwater manager ********** Cc: Cornelius van Wyk ********** Subject: Re: Repair on Iphone 5S CPO

Good day Vanri

I appreciate your offer, I would like my phone back in the condition I handed it in which had no damages and the Wifi was not working 100%. I feel I should not be the one suffering for someones mistakes/mishandling of my device. My book in form states no damage on device, how do I know that the quoted price for repair to the device was before or after the drop by someone.

I will await your response as to when I can collect my new phone.

Thank you

Kind regards

Stuart

On Tue, Feb 28, 2017 at 12:08 PM, clearwater manager ********** wrote:

Good day Stuart,

We have had feedback regarding the repair on your Iphone 5S CPO unit.

Unfortunately they will not be able to do a repair on your devise as they do not have the parts required.

They are willing to assist you with repairing the devise for the original problem on the devise at no cost.

Cellucity is also prepared to give you a free Skunkworx cover.

We do apologise for the inconvenience caused by this matter, but unfortunately this is a situation beyond our control as we serve as a pick up and collection point for repairs.

Should you have any queries regarding this matter, please feel free to contact Vodacare directly on ********** and ask to speak to Domisa or Bernard as heads of the repair centre.

We hope this email finds you well and relevant.

Kindest regards

Vanri le Grange

Branch Manager

<image001.png>

********** | +27 11 ********** | Clearwater Mall, Shop LM048A | Cnr. Hendrik Potgieter Drive & Christiaan De Wet Road | Strubensvalley

Cellucity Online Store - Apple Doctor - B4i.Travel - Vodacom Shop - Vodacom Rentals