********/ ******s Vodacom Sandton City - CaCell/ Eltel PtyLtd Store

Dear Hellopeter

To who it may concern:

Complaint about: ********/ ******s Vodacom Sandton City - CaCell/ Eltel PtyLtd Store.

Kindly assist to resolve the problem I have with the ********/ Professional ******s known as Vodacom Sandton City - CaCell/ Eltel PtyLtd Store.

On November 08, 2017 at 12:19 (5min 03sec) I had telephonically ( ********** 820) confirmed availability and ordered an Apple Watch. As it was advertised to be R2,999.00 on a websitewww.cacell.co.za which belonged to Vodacom Sandton City Shop.

On November 08, 2017 at 14:37, I purchased the brand new Apple Watch (42mm RG AI Stone Sport - SFHLQG4PEGR7M) from the Vodacom Sandton City - CaCell/ Eltel PtyLtd Store. The store Situated by Sandton City on Level 4 at the Checkers Court. I purchased from sales person named Mpho (#58190).

Bottom line:

Seven months latter on Tuesday the 11th of May 2018, I called Vodacom Sandton City - CaCell/ Eltel PtyLtd Store at 12:19am for (5min:3sec) on ********** 820. I called to notify the shop about technical damage (factory fault) on my Apple Watch, and the call was picked up by Jay working at the shop as a technician which includes REPAIRING Apple Watches and all products and he claimed to be approved by iStore, so he self acclaimed.

When I woke up on the day of the 11th of May 2018, I switched-on the watch as I switch it off at night and immediately after it switched-on it started to dispense a BLACK-ink all over its screen in the inside. When I explained the BLANK-Ink details to ‘Jay’ he quickly said I must bring the watch to their shop with its box and Proof of purchased (slip) so they can check what could be happening.

I asked him of what could it be because I own an Apple Watch series 1 before, the damaged one which is series 2. He could not give me an idea of what could be wrong (a report of whether is a common problem with the watches or whether is something new), but he insisted on me bringing the watch to his physical attention.

On Saturday, May 12 2018 at 15:07, I Delivered the Apple Watch at the Vodacom Sandton City - CaCell/ Eltel PtyLtd Store to be checked. The guy who received the watch (he did not have a name tag) said it does not show any physical damage and to his surprise he does not understand the cause of the problem. He then booked it and said I will be called for feedback in a week’s time but I can call on Tuesday late morning just to confirm if the Watch is received by their technicians.

On Monday, May 14 2018 at 15:37 (for 36min 20sec) Tommy another self acclaimed to be the, Vodacom Sandton City/CaCell/Eltel PtyLtd Store’s officially appointed iStores Products repairer which includes Apple Watches (all series) called me on my cell + ********** 3172. He said, the watch is showing signs of possibilities of physical damage (assumptions/ speculations). But externally it does not show any sign of physical damage by being app**** pressure on or dropped to the ground.

So he and his colleague/s whom I would assume one of them is ‘Jay’ they diagnosed the Watch based on possibilities(assumptions) that it may be physically damaged but they can not explain it clearly on that.

When I frequently I ask them why they say is physical damage when is not? They (Jay & Tony) are critically analysing the damage of the Apple Watch as a technical one than physically so.

Jay said, Apple Watch series 1, its LCD is good quality than the Apple Watch Series 2. He then continued over the phone to saying that, “Maybe the watch was app**** pressure on to its screen and then it dispensed the ink. I said to him ‘NO!’ the ink started on its own and besides, with Apple Watch is guaranteed for workouts and is a sport band. For that reason you can not give a lame finding. He (Jay) said the watch is not a sport band and I was not supposed to even workout with the Apple Watch, as perhaps according to him Watch is not meant for training workouts. In which he (Jay) got it all wrong.

I called the Store on the 15-05-2018 at 10:53 (for 7min 16sec) to speak to Jay whom I called to validate Tommy’s assumptions/ speculations and he also claimed to have used an instrument to test the Watch and which it exclusively gave them a printout of assumptions/ speculations as a diagnostics’ report. Then I asked, what is the name of the instrument they have used as technicians to assess the Apple Watch, because last time I validated with iStore about repairing an Apple Watch, they said it that it not repairable. When I dies you replace it. They both (Jay & Tony) separably could not tell me.

On Wednesday, May 16 2018, (for 2min 18sec) I called to request for the print out of the official diagnostic instrument/ device issued by Apple iStore for repairing its Watches that is officially used by the Vodacom Sandton City Store, and I was told that technicians starts their shift at 9am.

I call the same day, Wednesday, May 16 2018, at 10:41 (for 3min 49sec) to request for the diagnostic report, and Tonny said they don’t write report by hand or on email because it is independently created by their diagnostic instrument (Which he **** to me). After good hours of waiting for the false diagnostic report which he could send. He did send a PDF report but not a scientific instrumentally self generated report, instead he rather sent me a Microsoft Word documented report converted to PDF format to my email, **********

Details as follows: Detail: LCD PIXEL LIQUID BOARD DAMAGED Cause: PHYSICAL DAMAGE, POSSIBLE DROP OR APP**** PRESSURE Device condition: several scratches on screen Cost: R3299 (7-14 DAYS TO ORDER PARTS)

On his report he justified on his assumptions even worst than over the telephonic feedback.. And there is no concrete evidence they have presented that the watch is damaged physically.

Since when warranty findings are based on assumptions and suspicions instead of facts and evident at hand?

IMPORTANTLY:

Their Customer Repair Order, on number 1. of their Repair Terms and Conditions states that, “Any physical or liquid damage voids warranty (you will be quoted for repairs).”

iStore vocally expresses that they do not repair their Apple Watch products but replace them. Also they do not have official nor unofficial technicians who are s****fully trained by iStore or independently so to undertake their repairing tasks of their Watches in South Africa at large.

The question is; Who qualified Jay & Tony to be officially repairers of Apple Watches. Why iStore never referred me to them when I was querying about repairs of my series-1 which lended me to buying the Apple Watch Series-2 from them at the Vodacom Sandton City - CaCell/ Eltel PtyLtd Store?

What guaranty of quality can the Vodacom Sandton City - CaCell/ Eltel PtyLtd Store do to the currently none repairable devices should they attempt to repair it.

I bought the watch for training purposes including Vitality, the Vodacom Sandton City - CaCell/ Eltel PtyLtd Store is disturbing my healthy progressive records as they holding my Watch unnecessary.

In Conclusion:

Vodacom Sandton City - CaCell/ Eltel PtyLtd Store, must give me a new watch as the one they took and claiming that it has scratches threatening physical damages is not physically damaged but technical which is meant to be mandatory covered by their Shop Warranty.

I took pictures of the watch on the Saturday, May 02 2018 at 15:07 when I submitted it for repairs right by the counter before it was processed to be received by the store representative just Incase they would scratch it and falsely claim so not to replace it. Apple Watch is not repaired under warranty but replaced.

I gave them since Wednesday, May 16th 2018, to call me and rectify their ********* lies until today before I can ask Hellopeter to intervene in solving the *******ion caused by the Vodacom Sandton City - CaCell/ Eltel PtyLtd Store.

The shop gave me 12months warranty on repairs which the watch malfunctioned on the 7th Month, therefore it deserves replacement.

I gave the Vodacom Sandton City - CaCell/ Eltel PtyLtd Store an opportunity to handle it internally of which they failed. Hense, I am writing this email to ask Hellopeter, to help me get justice to this matter.

Your effective assistance in resolving this problem for me would be highly favoured.

Thank you.

Sandile Shongwe C: ********** 172 E: **********