CR
Candice R
1 reviews | Active since Feb 2015
04 Mar 2015, 15:58
Phone repairs
<br> Good day<br> <br> I made a complaint less than a week ago about my phone in repairs, I had to then pay a fee to get the phone released because they sent the phone to MTN, they tried calling me yesterday however I was not available so I returned their call today. They advised me that the phone has liquid damage. The phone was 3 months old and I never allowed the phone near water let alone dropped the phone by accident in water therefore I am convinced Edgars sold me a refurbished phone that was damaged to begin with now I have to pay an ******ionate amount to get the phone released. I feel insulted that they would even insinuate I damaged the phone. Had I done that I would not be complaining about it. I need this matter resolved and I am not going to take the blame for something I did not do.<br> I cannot be contacted via telephone during the day so please email me [Email Removed] I really need my phone back as I paid for a brand new one not a broken phone.
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Edgars's replyOfficial
06 Mar 2015, 15:34Hello Candy87,
Thank you for bringing this matter to our attention. Please note we have liaised with the store and it was confirmed that the terms and conditions are read out to the customer before the phone is sent to repairs. Please note MTN has a new repair policy and when a phone is physically damaged or has liquid damage then there is an access fee that needs to be paid. If the customer does not want the phone to be repaired by MTN then MTN won't release the phone until the access fee is paid. We apologise for the overall experience, however that is something we cannot override.
Please find your reference number: ***/GO
If you require any further assistance, please do not hesitate to contact us on the below number
Kind regards.
Edcon customer experience team,
***
Thank you for bringing this matter to our attention. Please note we have liaised with the store and it was confirmed that the terms and conditions are read out to the customer before the phone is sent to repairs. Please note MTN has a new repair policy and when a phone is physically damaged or has liquid damage then there is an access fee that needs to be paid. If the customer does not want the phone to be repaired by MTN then MTN won't release the phone until the access fee is paid. We apologise for the overall experience, however that is something we cannot override.
Please find your reference number: ***/GO
If you require any further assistance, please do not hesitate to contact us on the below number
Kind regards.
Edcon customer experience team,
***
Best regards,
Edgars's reply06 Mar 2015, 15:34
Official
Hello Candy87,
Thank you for bringing this matter to our attention. Please note we have liaised with the store and it was confirmed that the terms and conditions are read out to the customer before the phone is sent to repairs. Please note MTN has a new repair policy and when a phone is physically damaged or has liquid damage then there is an access fee that needs to be paid. If the customer does not want the phone to be repaired by MTN then MTN won't release the phone until the access fee is paid. We apologise for the overall experience, however that is something we cannot override.
Please find your reference number: ***/GO
If you require any further assistance, please do not hesitate to contact us on the below number
Kind regards.
Edcon customer experience team,
***
Thank you for bringing this matter to our attention. Please note we have liaised with the store and it was confirmed that the terms and conditions are read out to the customer before the phone is sent to repairs. Please note MTN has a new repair policy and when a phone is physically damaged or has liquid damage then there is an access fee that needs to be paid. If the customer does not want the phone to be repaired by MTN then MTN won't release the phone until the access fee is paid. We apologise for the overall experience, however that is something we cannot override.
Please find your reference number: ***/GO
If you require any further assistance, please do not hesitate to contact us on the below number
Kind regards.
Edcon customer experience team,
***
Best regards,