cellphone repairs

<p>We had a Samsung J1 ACE LTE. When we bought the phone they asked is we wanted insurance. Seeing this phone was bought for my daughter (17) we agreed. On 08/10/2016 the phone got damaged and I called Hollard who was the Insurer. They advised me to take the phone to the store where I purchased it. The next weekend (14/10/2016) I went to the game store in Centurion and advised accordingly. They advised this is wrong as I need to submit the claim with Hollard. They made copies off all receipts, invoices and ID. A week went by and i have heard nothing from them. Again I went to the store (23/10/2016) and they gave me a number for Richard who is a manager of some sort. I called on the Monday and he assured me he will make work of the claim. A day later I received a call asking where the phone can be collected. I advised the address and they said within 72 hours the phone will be collected and within 72 thereafter, I will receive feedback on the claim. Whether it is repairable or needs to be replaced. On 10/11/2016 I received a sms stating there is information outstanding to process the claim. I called and they advised all is in order, the system send the message. They are just waiting for feedback from the repair centre. Only on 15/11/2016 the phone was collected. It has been. I tried tracking the number as per RAM waybill and it shows “No Tracking Found” on the website. I Google the repair centre as per RAM< waybill. Nothing found (DRC Device Repair centre) Horizon Park Roodepoort. On 15/11/2016 I received another SMS stating there is additional information outstanding on the claim. I once again called and was advised they are just awaiting feedback from the repair centre. On 18/11/2016 I received and SMS reminding me of the next premium for the insurance that will be going off on 25/11/2016. This morning I called for an update. And I was put on hold, as they were trying to contact the repair centre for feedback. Needless to say they came back and advised me that there was no answer, and they will email and request feedback asap. PLEASE ADVISE ON THE NEXT STEP. Why does it always have to end up with clients pulling on the short string? Are we not the people paying for a “SERVICE” but only getting **********.</p> <p> </p>