Misleading information

I am extremely disappointed with the service I received from Hifi Corporation at Festival Mall, Kempton Park. What was supposed to be a simple contract process turned into a frustrating and stressful experience.

The contract involved two iPhone 13 devices through Telkom. I was encouraged to take a package that was already above my budget because I urgently needed phones. What concerns me the most is that the monthly debit order being deducted from my account is much higher than the amount that was originally agreed upon. This is completely unacceptable and misleading.

The situation became worse when one of the phones developed problems and was booked in for repairs. During this process, I constantly had to follow up myself because my enquiries regarding the progress of the phone were ignored on several occasions. The lack of communication, feedback, and customer care from the store was extremely disappointing and unprofessional.

After waiting for a long period, I was informed that the phone could not be repaired and that I would receive a “new” replacement phone. However, when I was ready to collect the replacement, I was suddenly told that the device would not be new but instead a pre-owned phone.

This raises serious concerns about honesty and transparency. I would like Hifi Corporation to clearly define what they mean by “new,” because customers should not be misled into accepting something different from what was promised.

To make matters even worse, the second iPhone 13, which was never taken in for repairs, is also not functioning as expected. This has caused even more frustration and concern regarding the quality of the devices and the service being provided.

When I reported these issues to the store, I was told that my only options were to contact Telkom to cancel the contract or report the matter to legal authorities. My question is: who will be responsible for the cancellation fees when I am the one who has suffered financial loss, poor service, misleading information, defective devices, and ongoing inconvenience?

I am currently being debited more than R1000 monthly without receiving the proper service or even having fully functional phones. This entire experience has caused unnecessary stress, disappointment, and a complete loss of trust in the store.

I strongly believe that management and the relevant consumer protection authorities should urgently investigate this matter. Customers deserve professionalism, honesty, proper communication, and quality service — none of which I experienced at Hifi Corporation Festival Mall, Kempton Park.

Immediate action needs to be taken.