*TERRIBLE SERVICE *

<p>I visited the Melrose Arch Cellucity store Saturday 29 October with an iPhone that was ghosting. I spent 5 hours in store waiting for the phone to be repaired. I left after my screen was replaced which supposedly caused the malfunction and paying an excess on the repair. On Sunday morning I realized that the phone was still malfunctioning and that the wifi button now was not accessible and returned to the same store for a further repair. Another 5 hours later with the same problem still prevalent on the phone and they suggest they declare the phone beyond repair in order for me to claim a new phone from the insurance. I confirm with the store that the excess I paid the day before for the screen repair will be off-set against the replacement phone's excess.</p> <p>The paperwork is sent through to the insurance and I request a replacement phone in the color of choice. I reach out to the insurance to ask what excess I needed to pay and wait for the store to call me. The following week or so is characterized by me making numerous calls to the store and little to no contact with any team member in store and no calls returned. I am eventually told to collect the phone. I arrive on the weekend only to be asked if I brought the quote with me as they needed to know what excess I needed to pay. I had not received a quote from the insurance but quote the number that was given to me telephonically after which the transaction is processed and I leave the store with an iPhone in the color of choice. </p> <p>In the coming week I reach out to the insurance company to verify why I did not receive a quote and to ensure that I had paid all money outstanding. I am told that the client never receives the quote but that it goes directly to the store and that the quote will go through to the store to ensure the final amount is paid to them.</p> <p>I then contact the store again to follow up on the quote and after numerous calls I eventually get feedback that the excess was not paid in full and that I needed to pay a betterment fee because I had received a 64GB and not the 16GB. When probing this with the store manager and making it clear that I did not request a betterment phone, she claims that I signed a document taking receipt of the phone. I call on her understanding of the CPA and that there is a requirement that she had to explain to me the financial implications of any document signed to which her prompt response was that she herself was not aware of the fact that the phone was a 64GB. I insist that I will return the phone and that she can order in the phone in the color of choice in the 16GB.</p> <p>Up to this point I had not seen any remorse for the bad service I had received and no apology at all.</p> <p>I am contacted via email to come and collect the now correct phone, the 16GB which I promptly do this Sunday, the 20th. I take a seat with the hope that this would be the very last time I ever have to walk into this store and experience their bad service and indifference.</p> <p>I explain the reason for my visit and a staff member checks into the matter and announces that the phone had arrived from another branch. Much to my shock she produces the phone in the WRONG colour. I am now in this store for at least the 6th time and I leave the store with the matter still unresolved. I am told to return today the 21st.</p> <p>I arrive shortly after 4pm today and spend the next 90 minutes arguing about the excess I needed to pay. Despite producing my two slips proving payments of 2 excess amounts I am told that the original excess amount I paid towards the screen repair should not be considered an off-set against the phone and that I still needed to pay this amount towards the phone.</p> <p>I left the store vowing not to return or make another phone call to resolve the matter. I am in possession of a higher than spec phone which I am willing to return for the phone of my choice and for payment of any excess to be paid where due but surely not to forfeit the original amount paid in excess, especially after confirmation from the insurer that these amounts will be off-set.</p> <p>Cannot fault the insurance in any of this.</p> <p>Cellucity you win the award for the worst service I have ever had the privilege of experiencing and I am now indifferent as to whether this matter is ever resolved!</p>