Incredible Connection

I purchased a Samsung A31 from Incredible Connection on the 08/09/2020, On the 12/11/2020 I found that the device was not outputting any sound so I called the customer care centre and enquired on what I should do. The consultant advised that I should take the device to the nearest Incredible Connection (Mall at Reds) and book the phone in.

I booked the phone in on the 14/11/2020, the device was in excellent condition and seeing as the phone is still under warranty the consultant informed that he will send the phone in for repairs. I received a call from the consultant informing my that I have to pay an amount of R1 133.00 to have the device fixed because apparently the aux port was damaged. I told the consultant that I never used the aux port so how could it have been damaged, he was unable to explain in detail how the device ended up damaged, so asked him to reject the quote. I have never used the ear phones on the device so I was completely taken by surprise.

Not once did either the consultant that I spoke to on the phone nor the consultant that I spoke to at the Mall a Reds store mentioned to me that there might be an assessment fee charged. Now to get my phone back I have to pay R300.00 and the phone will still be damaged, if I don't pay the assessment fee they will not release my phone and they will then sell the phone to recoup their loss. How is this fair. The manufacturer warranty on the phone should cover the damages, obviously not things that cracked screen, water damage cos clearly that will be the fault of the customer.

What I want to know is this, if the phone is under 1 year warranty why must I pay the fees to have the phone repaired and seeing has how I never used the aux port how did that get damaged. Even if you look in the box that was sent with the phone you will see that the earbuds was never removed from the plastic so how did the aux port get damaged. This has to be a manufacturer fault and now, I am the unsuspecting victim who has to fork out so much of money.

Incredible Connection needs to either refund me the for purchase or the phone needs to be fixed without me having to pay any money. This phone must have already being defective because it wasn't even 3 months before the device stopped working. This has to be a manufacturer fault and I want it sorted out.

Incredible Connection sent the device to MM-All Electronics to have the device assessed, why didn't the device go to a Samsung assessment center, what if this MM-All Electronics just charges to make money out of unsuspecting customers, I refused to be used in this way, I feel the warranty should take precedence because the device is not even 3 months old.

I find this service unacceptable, please assist with this matter.

Incredible Connection needs to inform their customers in detail before booking their goods in.