Shocking Service

I submitted a claim for my phone which broke on 29/09/2017. I was told that a company (Innovatec) would collect the phone and repair it. Dealing with Innovatec to arrange a collection time and date was a nightmare, but eventually they came. Collected my phone for a screen replacement and eventually returned it with a new screen and what was apparently a new back cover. The back cover had scratches all over it and no cover over the lens. I sent it back, with very little assistance from the Miway consultant Sandile who was allocated to my claim. Eventually got the phone back the second time and absolutely nothing had changed, the phone was still scratched, the lens cover still missing and my brand new screen protector had been removed in the interim. After some research on HelloPeter I found that many people were unhappy with Innovatec.

I tried multiple times over the course of more than a month to contact Sandile telephonically on the number provided in the Miway email, to no avail. He has not directly responded to any of my emails but rather CC's me in emails to other parties involved. When I stated that I will not be sending my phone to Innovatec again he said they could replace the phone but I must send my phone back to Innovatec for salvaging. I was then told that a company called INSRAP will contact me about a replacement phone and that I should pay the excess for the new phone. After more HelloPeter research I found that ANSRAP is another one of the second grade companies that Miway is making use of and that there are nothing but complaints (unresolved) about them on hellopeter. I emailed Sandile and said I would not accept a phone from this company as I did not trust them.

He then told me that I would receive an Istore voucher (for a much lower value than what my phone is insured?) minus the excess and that I could go buy a new phone from the Istore. I have not received my excess which I already paid to Innovatec back and they now have my old phone for salvaging as well as my brand new screen protector which they stole. I am without a phone, without an Istore voucher and without a way to reach Sandile as he has not responded to my emails and does not answer his phone.

I have car, household contents and other moveable items insured with Miway and once this claim is finalised that will no longer be the case.