Very dissappointed

<p>My husband bought me a Hi Sense U972 smartphone from Edgars Oudtshoorn in June 2016. He also took out insurance on the phone through Edgars. There were some minor problems with the phone, but in January 2017 it took a bump and the screen went dead. We believed that this should fall under the 1 year guarantee of the phone.</p> <p> </p> <p>At the end of January 2017, my husband returned the phone to Edgars, hoping to have it repaired under warranty, but was informed that, as it took a bump, It will not be covered by the warranty, but would be repaired under insurance. He was also informed that we would receive SMS's informing us of the progress made with the phone.</p> <p> </p> <p>After not hearing anything from them for over a month, and all calls to Edgars Oudtshoorn weren't answered, my husband visited Edgars Oudtshoorn again to find out what is happening. The person working with the cellphones wasn't working that Sunday, but they promised to find out what was happening and phone us.</p> <p> </p> <p>I received a phone call a day or so later, informing me that the SMS's only app**** to phones handed in under warranty, not insurance. After laying a complaint at head office on the 31 March 2017 I received a email from the Edgars Online Team saying that my complaint has been sent to the manager for further action! I then received a telephone call from this manager a couple of days later stating that they couldn't find the documentation, as the staff member working with it was off due to a broken leg! </p> <p> </p> <p>Edgars headoffice phoned me(6 April 2017 - my phones battery whent dead while busy with the conversation) just to let me know that someone will be contacting me the wednesday of that week to try and give me an indication of when the phone will be avaiable. After the phone whent dead I sent them and email stating that my phone's battery died and I would appreciate it if they could phone me again. I received a brief email stating that they wil follow it up with the admin department and once again I still have not heared anything after that!!</p> <p> </p> <p>I complained again on the 24th April 2017 to head office , after which I received an email stating that the query has been escalated to Finrite for urgent assistance and feedback.</p> <p> </p> <p>I was not at all suprised not to hear anything from them.. This phone was a long awaited birthday present and I am really unhappy about the service. Doesn't matter what I try I get the run around.</p> <p> </p> <p>Could you please urgently assist?</p>