Faulty Device and Unacceptable Customer Service at Incredible Connection Rosebank

Dear Incredible Connection Management,

I am writing to formally raise a complaint regarding the poor service I received at your Rosebank branch following the purchase of a mobile phone on the 24th of October.

Within days of purchase, the phone began exhibiting speaker issues—specifically crackling sounds during calls and unusually low volume. I returned to the store on Thursday, the 30th of October to report the fault. Technician Mr. Syabonga Ximba conducted a brief five-second test call and concluded that the phone was functioning correctly. I respectfully challenged this assessment, as such a short test cannot reasonably diagnose intermittent audio faults.

Mr. Ximba then referred the matter to Sales Manager Ms. Tshindzukani Chauke, who reiterated that the phone was “working” based on the same brief test. I was offered the option of sending the phone in for repairs, which I found unacceptable given that the device was sold to me as new. I asked whether the phone was second-hand, as it is unusual for a brand-new device to require repairs within days of purchase.

Ms. Chauke then stated that I would need to pay a 15% handling fee in order to receive a new device. This was deeply upsetting, as I had returned the phone within the 14-day period, in good condition and with its original packaging. Her reasoning—that the packaging was no longer sealed—was unreasonable. It is not practical to expect a customer to return a used phone in sealed condition. I felt penalized for simply using the product I had purchased.

To her credit, Ms. Chauke did contact Redmi support. However, I was informed that a technician could only physically assess the phone after a month. This leaves me without a functional device in the interim, which is unacceptable.

I also found Ms. Chauke’s handling of the situation dismissive and unprofessional. Her comment suggesting that the fault may have been due to customer negligence was not only unfounded but deeply offensive. I felt racially profiled and unfairly treated throughout the interaction.

I am requesting one of the following resolutions: - A full refund for the faulty device, or - An immediate replacement with a new, fully functional phone.

I trust that Incredible Connection values its customers and upholds consumer rights. I hope this matter will be resolved promptly and professionally.

Sincerely, Elsibert