URGENT FORMAL COMPLAINT AGAINST HiFi CORPORATION – UNACCEPTABLE CUSTOMER SERVICE, MISLEADING COMMUNICATION AND FAILURE TO RESOLVE DEFECTIVE CELLPHONE MATTER

I am lodging this complaint against HiFi Corporation because I am extremely dissatisfied with the manner in which my cellphone matter has been handled. What should have been a straightforward consumer complaint has turned into a prolonged and extremely frustrating experience.

I purchased a cellphone from HiFi Corporation and, after experiencing problems with the device, I returned it to the store and followed the process provided to me. I expected my matter to be handled professionally, transparently and within a reasonable period.

Instead, I have experienced **poor communication, conflicting information, inadequate documentation and repeated delays**, while being passed from one person to another without a clear resolution.

One of my major concerns is that I was **not given the appropriate repair/job card or documentation relating to the repair of my cellphone**. I was given a **tax invoice instead**. This left me without proper documentation that clearly explained the repair process, the status of my device and how I could track the matter.

I made **several attempts to obtain information about the repair and the progress of my cellphone**. Rather than receiving clear and consistent answers, I was repeatedly referred from one person to another. I was effectively taken **from pillar to post**, with no one taking proper ownership of the complaint.

The situation became even more concerning when **Phindile informed me that I should come and collect a new phone**. Based on that communication, I understood that HiFi Corporation had finally agreed to resolve the matter by replacing my defective cellphone.

However, as I was preparing to go and collect what I had been told was a **new phone**, I was subsequently informed that **the phone was not actually new**.

This is completely unacceptable and raises serious concerns about the accuracy and consistency of the information being communicated to me as a customer.

If a customer is specifically told to come and collect a **new phone**, they should not subsequently be told that the device being offered is not new. If HiFi Corporation intended to offer me a repaired, refurbished, replacement or previously used device, that should have been clearly disclosed to me from the outset.

I have made every reasonable effort to resolve this matter directly with HiFi Corporation. Unfortunately, the continued lack of clear communication and satisfactory assistance has left me with no confidence that the matter is being handled appropriately.

I have therefore **escalated the matter to the Ombudsman for Consumer Goods and Services**, as I believe that external intervention is now necessary.

I want to make it clear that I am not prepared to simply accept an unclear or inadequate resolution after the manner in which this matter has been handled.

### I DEMAND THAT HiFi CORPORATION:

1. Conduct a full investigation into my complaint and the handling of my cellphone. 2. Provide me with the complete repair/service history of the device. 3. Explain why I was not provided with the appropriate repair/job card or documentation. 4. Explain why I was provided with a tax invoice instead of proper repair documentation. 5. Explain the conflicting information given to me regarding the replacement cellphone. 6. Explain why Phindile instructed me to come and collect a new phone, only for me to subsequently be informed that the phone was not new. 7. Clearly confirm in writing whether the device being offered is brand new, refurbished, repaired, previously used or a replacement unit. 8. Provide a proper written resolution to my complaint rather than continuing to refer me between different employees or departments. 9. Provide an appropriate remedy in accordance with my consumer rights and the circumstances of this matter.

I have been patient and have given HiFi Corporation more than enough opportunity to resolve this issue directly.

What I expected was simply fair treatment, proper communication and a legitimate resolution. Instead, I have had to repeatedly chase the company for information about my own cellphone and deal with contradictory explanations.

I am now demanding accountability from HiFi Corporation.**

I am posting this complaint publicly because the internal attempts to resolve the matter have not produced a satisfactory outcome. I also want a proper written response from HiFi Corporation Head Office/Customer Care, not another referral back to the same process that has already failed to resolve my complaint.

I reserve my rights to pursue the matter through the appropriate consumer protection and dispute-resolution channels and to provide the relevant documentation and correspondence to the authorities handling my complaint.

HiFi Corporation, please take ownership of this matter and provide a clear, honest and satisfactory resolution. I should not have to keep fighting to receive basic customer service and accountability after purchasing a product from your company.

This version is stronger because it puts the focus on the conflicting “new phone” representation, missing repair documentation, repeated unsuccessful attempts to resolve the matter, and the Ombudsman escalation, while clearly demanding accountability.