Incredible Defective

I purchased a Samsung A11 on 28 November from Incredible Connection East rand Crossing near North Rand Road.

I had to return the device on 11 December, as it has so many defects.

- The phone overheats while it is charging, and what's worse is that it also just overheats randomly when it is not even charging. If that is not cause for concern, I don't know what is.

- I cannot share from my Gallery, nor can I exit my Gallery with the "return" key

- There is an unbelievable delay when I share from Facebook

- I cannot use the "return" key to get out of several other apps

- My space bar seldom works, and I am seldom able to type a text. When I do, I have to "beg" the phone to allow me to finish it. Trying to punch in my password is a different nightmare altogether,

- There is a loooong delay when sharing videos from WhatsApp

- And the phone has a mind of its own when I am on Facebook. It just kicks me out, and does this every time I am on Facebook. Well, this used to be a problem. Now I cannot operate the phone for 30 seconds because it keeps switching off. Believe me, I really wish I was exaggerating. The phone literally has a life of its own. I can watch it while it does its own thing … up and down of the home screen, on and off with the light, bright and dim. It is as if I am watching some other being operate my phone

- It adjusts the brightness of the screen randomly

- Since 14 December it randomly switches off and restarts by itself

- As of today, the 15 December, it switches off while I am on calls

- Every day comes with a new problem

The only time I have peace, is when I ignore the phone.

There is clearly something seriously wrong with it.

The consultants and technicians in the store tested the phone, and picked up many of the above mentioned problems.

They advised me that there is a 10-day return policy though.

The manager of the store, whose name I cannot recall, came out and sang a song of a 7-day return policy for the first 15 minutes while she refused to replace the phone.

Suddenly it dawned on her that something is written at the back of the receipt, which states that "In terms of this return policy, we may consider replacing goods purchased with us within 14 calendar days from date of purchase, subject to such goods being returned in their original condition and packaging…" Much to her delight she could now claim that I had 14 days in which to return the phone. If my Math still serves me, I was still within those 14 days on the 11th of December. I actually didn't realise this while I was in the store.

Now, English is not my first Language, but from what I can interpret, their receipts mention nothing about the ridiculously defective. Nowhere does it state that defective devices will not be replaced, but assessed and possibly replaced.

To be fed three different versions of your return policy did not even embarrass the manager of the store, but, what's worse, is that she actually insisted on sending the phone to Samsung to test in order for them fix or reset, or some other unacceptable solution.

To expect me to be satisfied with having my brand new phone tested and repaired is simply ridiculous. Even the technician thought it ridiculous that the phone should have these problems already.

Also… I have no business with Samsung. I chose to buy from Incredible Connection, not Samsung. Samsung has no obligation towards me. They should not be part of this equation.

How can I be expected to have my brand new phone repaired? This is something I expect from a used phone.

When you purchase items from a store, you trust in good faith that the item will serve you well. Should something go wrong, which is always a possibility with man-made things, one would expect to at least be treated fairly.

Are my expectations of client services that ridiculous? Are they unrealistic?

Should I accept that Incredible Connection wants to repair a brand new phone?