Unfair Conduct and exploitation by store

Good day,

I am writing this review very livid inside to formally lodge a complaint regarding a significant issue I have encountered with my Redmi 14C phone purchased in October 2014 from Incredible Connection at Southgate Mall.

Details of the Issue:

Purchase Date: October 2014 Initial Problem: The phone switched off while charging in February 2026 and would not turn back on. Repair Process: I returned the phone to the store with the original purchase slip, and it was under warranty. After a month, I was informed that a new motherboard was installed, and the phone had a new IMEI number, along with a 3-month repair warranty. Upon receiving the phone back, I noticed a crack on the back cover. Although I initially overlooked this, the device began restarting frequently. The next day, it displayed "Device *******" and would not boot into the operating system. I returned the phone for a second repair.

I received a call stating that Xiaomi refused to repair my phone unless I paid R2600 to replace the back cover, which I disputed due to the lack of evidence regarding the crack's origin. They do not have before-and-after pictures of the phone at the time of repair, and I feel I am being forced to pay for a mistake created by them. The store manager also informed me that I should pay a R500 rejection fee, which is inaccurate as I have not refused any repairs.

Current Status:

I have been waiting for two months for my phone to be returned. The store manager has not communicated with me for the past two weeks regarding a resolution. I have logged a complaint against the store, reference number ***. The IMEI number for the replacement motherboard is ***. As a consumer, I feel disrespected by the service I have received, and I cannot justify paying R2600 for a back cover on a phone that was originally purchased for R3000. Xiaomi has indicated that the issue is a software one, requiring another motherboard replacement.

I kindly ask for your assistance in resolving this matter urgently, as I have had to purchase another device in the meantime.

Thank you for your attention to this issue. I look forward to your prompt response.

Best regards,

Dumisani Makubalo

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