Unsatisfied client

On the 15th Of May Below its the Email I have sent to Mr Price :

From: *** <***> Sent: 15 May 2020 11:41 AM To: Credit Service <***> Cc: *** Subject: Fwd: Account number - ***

Kind regards

Ms Kebabone Montsho Emergency Medical Dispatcher Emergency Communications Centre Gauteng Provincial Government Emergency Medical Services ***<mailto:***> Cell nr : ***

Good day

Last year around november I purchased a mobicel phone R9 for my sister at Mr Price Moruleng Mall. When I did that no one at that store said anything about the phone insurance. No one even asked if I would be interested in taking up one. The sales lady informed me and my sister that if the phone gives problems we must bring it back.

3 months down the line the phone started giving problems, It was freezing and was malfunctioning. I told my sister to take the phone back which she did. She was told the phone will be taken in for assessments and repairs which was done. The phone came back again and still the saleslady said if it persists it must be brought back. Again the phone gave problems and I told my sister to take the phone back. This time the sales lady said that if it still gives problems then it will be taken back for good and the account be credited back with the price it was tagged with.

Now 7 months down the line since the phone was bought, the phone is still giving problems still - its freezing and when it rings she cant answer as it froze. She cant type on the keypad as its freezing. Its totally malfuntioning and she took the phone back to the shop for the 3rd time and now surprisingly new information emerges.

Now the sales lady at the store says that because the phone is not on insurance they will keep on taking it and repairing it until the warranty wears off.

Now this is exploitation of the consumers. Why were we not told about putting the phone on insurance so that it can be covered for software malfuntion? Instead of Mr Price Moruleng Mall take responsibility and do right by us they are trying to ****** more money from us even though the goods we bought have not worked for us since we bought it.

We were never told to take out an insurance so that it cn cover the software malfuntioning of the phone. From what I know the insurance covers for theft and for damages. Why is it now that the phone is malfuntioning that the issue of insurance is brought up?

As far as I am concerned , the saleslady knew that this type of phone is always having software problems thats why on both occasions she said that if the phone gives problems it must be brought back.

She said that if the phone was brought back for the 3rd time then it will be taken indefinately and the account be credited, Why is that not happening ? Instead she now changes her tune and says we need to take out an insurance on the phone? Why only now she mentions the insurance 7 months later? She didnt feel the need to mention the insurance when we bought the phone .

This is poor practise and its not fair that I as a client is not being informed about other clauses at the beginning of the credit agreement and only in the middle of the transactions that other "unknown " clauses are being introduced to the agreement. Its not right and someone should be held accountable.

Can someone please attend to this matter and sort it out asap

Kind regards

Ms Kebabone Montsho Emergency Medical Dispatcher Emergency Communications Centre Gauteng Provincial Government Emergency Medical Services ***<mailto:***> Cell nr : ***