Faulty phone

Good Day,

I have now reach the last straw of my patience with Jet Stores mediocre client service, I have been without a cellphone for almost 6 weeks.

This is making my life impossible, i think anyone who reads this can relate/understand the inconvenience and implications of not having a phone.

This phone which i have paid fully for and is still under warranty and is insured with Jet, Yet I am struggling to get it it repaired or replace by them.

Three weeks after i took the faulty phone into the store at The Glen, went to check the status of the phone, i was told the lady who assisted me is the only one who can help and that she is not present and will call me upon her return. This was one of many promises that never materialized. I went to the store again to inquire, found the lady who was supposed to call me, who then told me that my phone was back in the store and Vodacom refused to fix it because it was a dual sim phone and that i should take it to Samsung for repairs. Over 3 weeks later and my phone had not been attended to.

I refused to take the responsibility of getting the phone repaired as i bought the phone from Jet NOT VODACOM OR SAMSUNG. I found it outrageous that i should take the phone for repairs. I left the phone in the store after sitting for an hour with manager(Penny) trying to call the entire cellphones department who sent her from pillar to post to find out what should be done.

I then called the Jet complaints line and was promised that this issue would be resolved and that the Regional Manager of the store would contact me. Again i was never contacted.

Penny then contacted me a few days later confirming that the phone was being sent to Samsung. She then called me again a couple of days later to tell me the phone would be ready the following Tuesday or Wednesday. Another promise that never came to existence.

The following Thursday (last week) i went into the store to ask her what was going on as she had said Tuesday/Wednesday the phone would be ready.She said she would call Samsung and the call me. On Friday I got a message that my phone would be ready this Wednesday.

I visited the store 3 times yesterday before i got a hold of Penny as she was either out or in a meeting or busy every time i went. When finally i got a hold of her she literally told me that i should have taken the phone back to Southgate Jet where i had purchased it and not to her store as it was giving them hassles, i found this very disturbing.

Cutting a long story short, i still don't have the phone and this is the last step in a series of disappointments that has led to the loss of my patience.

I am giving Jet until Friday to repair/replace my phone, if this does not occur, i will purchase a new phone elsewhere as i can no longer survive without a phone.

In this event i will expect a full refund of the purchase price of R 4000 and all my installments for insurance. I will then also be closing my account. I will no longer require that phone as i will have purchased a new one.

I think this issue has reached a stage where it needs to be resolved. I will be sending a formal complaint to the NCC next week if this is not resolved.

Kind Regards,

Sibusiso Mbatha