Very Upset - No cell phone due to ongoing negligence

<p>we purchased a cell phone from Markams The Glen less than a year ago, its gave us trouble within no time with no service, one minute it will work next minute we have no service and the phone is useless, we eventually took the phone into Markhams Westgate ( as we move to the west now) and gave it in to be looked at under the warranty as we believe it’s a software issue. this was handed in 24Mar, three weeks after that we get a call so ask if we accept a quote of R900 before they can repair we said no, this quote was given because there is a small crack on the screen, we explained this is not the reason we have given the phone in we want the software issue to fixed which started months before the screen issue, we were told the warranty falls away due to the crack, OK WELL no sense in arguing and this is what is stated in black and white - that is acceptable. we then told the guys well that is ok then our insurance will cover this because we took insurance when we purchased the phone. We were told to wait another week while they get the phone back then we must come into the Westgate store again and complete an insurance claim from and then they will resubmit the phone, a week later we were called in, the phone was NOT there as promised but we needed to complete these forms. when trying to do that they inform us we DO NOT have insurance which is impossible because we requested it, we then pulled out the forms given to us when we purchase the phone and it clearly states all typed out in black and white by Markams that YES we are taking insurance, for some reason Markams did not go an activate this insurance. We obviously hit a brick wall with Westgate staff as the original purchase was not made with them and we understand so we requested our phone to be returned so we can go to the Glen and get them to sort this out as this is clearly a mistake on their part.....TO DATE WE STILL AWAIT THE RETURN OF THE CELL PHONE, today we visited the Westgate store for feedback, only for them to investigate and find that our phone was received by someone in Eastgate Markams on the 13th, this is very frustrating as the safety of the phone is now questionable and more IMPORTANTLY this is delaying our actual problem being sorted (GETTING THE PHONE FIXED THROUGH AN INSURANCE CLAIM) as you will clearly see the forms show we requested insurance and if this was not put through due to a mistake we understand but now we need to be assisted with the issue!! GET THE PHONE FIX. We are not paying R900 or any other amount accept the going rate of cell phone insurance excess when a claim is made (usually btw 150-250). someone needs to get that cell phone to the right place and have it sorted ASAP.</p> <p>Thanks </p> <p> </p>