Disgraceful service, constant lies, and zero accountability – worst contract experience I’ve had

This experience with FNB Connect and Digital Planet has been nothing short of a disaster. What should have been a simple warranty repair turned into weeks of delays, excuses, misinformation, and complete disregard for the customer.

I signed a contract for a Samsung Z Fold 7 in September 2025. Less than two months later, the phone failed — and everything that followed exposed just how broken this process is.

The Reality of This Nightmare

On 01/11/2025, the inner LCD cracked. I sent the device for warranty repair to SSS Cellular the same day.

I received it back on 08/11/2025.

On 19/11/2025, the exact same fault occurred again. A premium device failing twice within weeks is unacceptable.

From that point onward, dealing with Digital Planet was like shouting into the void.

On 19/11/2025, I sent photos and confirmed my collection address via WhatsApp. I was promised contact within 24 hours. Nothing happened.

On 24/11/2025, after chasing them myself, I was told there was a “system glitch” and that collection would happen within 48 hours.

On 25/11/2025, RAM Couriers arrived at the wrong address, despite me confirming the correct address multiple times. This level of incompetence is shocking.

Only on 26/11/2025 was the device finally collected.

From there, things somehow got even worse.

On 02/12/2025, I received an email asking if my device was “ready for collection” — even though it had already been collected. Clearly, nobody knows what is happening inside this company.

The same day, I received a 1-second missed call and could not get through when calling back.

I was later told they were “waiting for parts” and that the device would be ready by Friday. It wasn’t.

On 05/12/2025, I was told again that the phone was being repaired and I would get feedback on Monday. No feedback came.

Final Straw – Management Means Nothing

After sending a formal complaint email and getting zero response, I phoned again on 11/12/2025.

I spoke to Call Centre Manager Thando Ngcobo, who told me the phone had failed QC and that he would personally call me back on 12/12/2025. I asked him to confirm this via email — which he did.

Today is 17/12/2025.

There has been no call, no update, and no accountability.

Why This Is Completely Unacceptable

A premium phone failed twice within weeks.

The device has been stuck in a repair loop with no end.

I have been **** to repeatedly about timelines.

I have had to chase every single update myself.

Managers make promises and do not follow through.

I am still paying monthly for a phone I do not have.

There is no ownership, no urgency, and no respect for the customer.

This is not poor service — this is systemic failure.

At this point, I have zero trust in:

The Samsung Z Fold range

Digital Planet’s repair process

FNB Connect’s ability to manage their service providers

I am paying for a defective product while being ignored for weeks. This situation is unacceptable under the Consumer Protection Act, and I will be escalating this matter formally.

I would strongly advise anyone considering a contract through FNB Connect to think twice. Based on this experience, I would never recommend Digital Planet or FNB Connect to anyone.