Incredible *******ION

I have heard many times about the poor service at Incredible Connection – some people in Secunda actually speak about Incredible *******ion – but I thought this cannot be true. Alas! I have also been duped! And I am extremely upset. My child, with a lot of my help, saved up enough money to buy a cell phone. She found a fantastic offer (if something is too good to be true, it usually is) at the Incredible Connection store in the Secunda Mall. She bought a Samsung Galaxy A20 for R2 999, as well as a tempered glass – totalling R3 198-90 on 2 September. Her friend was with her when she asked the cashier, Julia Mahlangu, for insurance on the phone. Ms Mahlangu did not do her work correctly (or she was not properly trained). She said the till slip is enough. Lee asked again for insurance and Ms Mahlangu assured her the receipt was the insurance. Within 7 days, the phone acted up. Lee placed it on charge and the next morning there was something wrong with picture on the screen. She and her friend took it back to the store. The technician, Mr Peter de Meyer (or de Milo – the store manager could not spell properly) and a salesman, Mr Branden Botha examined the phone. Both told them that it was a factory default which they have seen before in this phone. Mr Botha took in the phone, and wrote on a customer repairs manual book-in slip that the condition of the unit is good. The fault was described as pixelated flashes, overheating pixels in the top left corner. He assured my that there are no additional costs and that he will phone her within 7 to 21 days. After no phone calls, I eventually took my kid to the store on Sunday, 29 September. At first we were told the phone has not yet been returned. I asked for the manager, Mr Themba Macebele. He went to check again… and behold! The phone was in the store. Then he took it out. The screen was cracked. He said the supplier will not repair the phone, because the customer broke it! Then Mr Macebele said we should have taken insurance out on the phone!!!!!! Seriously? No one owned up to being the cashier until I found her myself. The technician (De Meyer) apparently - and conveniently - resigned from the job just after he helped Lee on 2 September. Eventually, Mt Macebele wanted to send the phone away for repairs, but demanded I pay another R450 to get a quote for the repair which I will forfeit if we do not accept the quote. We declined this amazing solution! I complained to Incredible Connection and eventually the store Manager, Mr Macebele phoned to basically tell me they were not wrong. The least they can do is have the phone repaired on their cost.