CELL PHONE ISSUE I STILL DONT HAVE A PHONE

Good day manager This is the letter i wrote to Makro still expecting them to come back to me since 20th January.

I am so disappointed that it even took me time researching where to refer this matter to. I bought a cell phone online from Makro river sand as I couldn't find any stock anywhere else on the 05th October 2021 for R1299.00 invoice number ***. I collected the phone on the 07th October 2021.

December the phone just stopped working, I went to Strubensvalley to go hand in the phone for repairs [ref ***]. on the 14th December 2021 job number ***0 I received an SMS from Vodacom “your device is booked in for repair at Vodacom repairs sandton city with job number ***0. The repair can take 2-3 working days”” which ended up being 3 to 4 weeks. Only on the 20th December 2021 I received a message from Makro that the phone is in assessment. I went to Makro twice in Dec and beginning Jan to find out what is going on, the lady promised to phone Vodacom but no answer. the 05th January 2021 I got a missed call from Aletta because I was at the store on the 4th. The 10th January 2022 I got a quote SMS of r2548.02 at 12h48 with a number to call. 2 hours later another message you have not accepted the quote your phone will be returned unrepaired.

I called the cell number *** spoke to a lady who told me that the phone has liquids inside. she referred me to Darren who is the supervisor, Darren who was very arrogant [I will appreciate if I receive the call recording with Darren]. He told me there is liquids in the phone but they bought the parts to fix the phone labour will be r1000 which he can negotiate with his service guy to reduce the price of labour. I asked him how did the phone get liquids as this is news to me. He gave me information on how a phone gets liquids. I asked him on the 14th of Dec my phone was in assessment and you telling me today on the 10th January that there are liquids and on top of that you bought the mother board to fix it but I have to pay r2548. Here are what puzzles me

· On the 14th Dec 2021 the phone was at Vodacom for assessment.

· On the 20th Dec 2021 the phone was assessed but no issues

· On the 10th January 2021 the phone has water.

The phone was with Vodacom for 3 full weeks, at the last week after I called and went to the store that’s when they come back to us. The phone was with them in their hands being assessed and all of a sudden it has liquids. Why didn’t Vodacom call on the 20th Dec 2021 with the assessment wait for us to follow up. Why does Vodacom fix a cellphone of R1299 for R2548, this is unheard off? Darren decided to return the phone to Makro without fixing it which I will not collect unless fixed. The phone is still under warranty and I have not expose the phone to any liquid damage if I did I would have tried to fix it myself knowing is not covered under warranty. Then Aletta then called me and promised me her manager will call me still awaiting a call till today. I will not stop here until the matter is resolved properly I need a working phone. I will go to ombudsman and hello peter and consumer council. This is me following proper process. This is unacceptable I have been a customer of Makro for years and this leaves a bad taste in my mouth. Truly it is bull**** from Vodacom trying to bullying us.

Constance Mosehla

Makro card number ***0