Shocking Service By Employees and Service Manager Wayne Peters

A couple of weeks back my phone screen died while watching a movie . It was very strange because the screen was dead but the phone was still on, I could still hear the audio of the movie. I also plugged in my charger and could hear the charging port sound. I inspected the phone and could not see any damage on the front screen and back cover. I then removed My glass screen protector just to make sure I did not miss any small crack hidden under the cover, but still could not see anything.

I decided to take my phone to the Samsung store in the waterfront. The guy that helped me had a look at the phone and also could not find any damage to the phone, he said that my phone has a 2 year warranty and I could take the phone to WeFix Canal walk for assessment. When I got to WeFix the lady at the front counter inspected the phone and could not find any damage. She then took the phone to a technician at the back and he also could not find or see anything physically wrong with the phone. She then said that they need a tax invoice that includes the phones IMEI number and Date of purchase in order to do the assessment, they would not start the assessment without the tax invoice. Strangely the next morning I received a quote for LCD repair From WeFix this was very odd because I did not even ask Vodacom for a tax invoice yet. Why did they do the assessment when they clearly said no assessment would be done without the tax invoice?

I then contacted Vodacom for a tax invoice and they sent me a proof of purchase. I forwarded the proof of purchase to WeFix and they rep**** saying that they would not accept a proof of purchase, they needed The tax invoice with IMEI number and date of purchase. This was also odd cause the proof of purchase included all my details, IMEI Number and date of purchase. Vodacom also told me that they could only provide Me with proof of purchase they did not have a tax invoice. At this point I felt that my time was being wasted and I just wanted my phone back.

I went back to WeFix and a different lady assisted me. I told her my story, she has a look on the system and showed me a picture of my phone with a crack in the bottom corner of my screen. She said that I did not need a tax invoice Because the phones warranty was voided cause of the crack. I was livered, angry and confused, I then asked to see my phone. We waited for about 5 - 10 minutes for her to find my phone, she went to the back 3-4 times frantically looking for my phone. When she finally found my phone I immediately saw the crack on my phone. My wife and I was shocked, we could not believe my phone had a crack. I told her that my phone was spotless when I booked It in the lady at the front counter and A technician looked at my phone and could not find any damage, how could there be a crack on my phone? She could not answer me and called her manager. Off course he was not very helpful either, he just insisted that the phone was in that condition When I booked it in. I could not believe what was happening, I was shocked.

At this time the shop was full of people waiting in line to be assisted, I did not want to cause a scene so I took my phone and left. I then decided to go to Samsung in Canal walk. The guy that helped me was very friendly and eager to help. I told him my story and to be honest he was not shocked or surprized about what happened to me. He said that I was not first person to walk into the Samsung store and complain about WeFix’s service levels and customer treatment. He knew Of other instances where people got their phone back with cracked screens. He then put me in contact with you.

When I got home my wife told me to check the job card I received when I booked in the phone, I noticed under the comments section that they noted the phone has scratch marks on the screen and the paint was peeling off the device. I also noticed that she marked the phone as being out of its warranty period, This is 3 blatant lies cause my phone was spotless and only 11 months old. I know, I probably should have checked the job card before I left but I never thought that this would happen to me. I still can’t believe that a shop in canal walk can do this to people. How many times have they done this? How many times have they gotten away with this? What sickens me is that there is no way that I can even prove that they cracked my screen

At this point I don’t know what to do, I’m sitting with no phone and frustrated about this whole situation. I feel that WeFix cracked my screen in order to force the void on my warranty. Maybe they make more money fixing phones with voided warranties? I don’t know? One thing I do know is my phones screen was not cracked when I booked it in at WeFix and I hope that you can assist me in finding justice.