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To whom it may concern

I am deeply disappointed by the Services I received from MTN for the past week. My phone (LG G6) is a vital part of my life due to being a single working mom and having to keep in contact with my kids that travels to and from school.

On the 21st January 2018 I tried charging my phone the morning and the phone kept on giving me a message “Moisture detected charging blocked” which in essence I cannot charge my phone. My main concern is that I took the phone to my nearest MTN store at Reddam Square and was advised that it would take 4 weeks or more before my phone would be returned to me because of courier. I work for an organisation that utilizes a courier service and our courier company comes out to our offices every day and items are delivered 10h00 the following day. I was then referred to take my mobile phone to the Service and Repair Centre in Montague Gardens for their turnaround time will be much shorter.

When liaising with one of the consultants at the Service and Repair Centre in Montague Gardens I was advise of the following options.

Option 1 : Return phone and all accessories that was in the box for the phone is under warranty for 12months and 6months cover for the battery and the turnaround time is 24 hours. I advised them that I have misplaced the pin that opens up the side compartment where you would insert the SIM card and to my horror I was advised that the warranty would now fall away because of a little gadget only 3cm in size compared to the value of my phone of almost R12000. I then argued the fact the phone is dust and water resistant and I know for a fact that my phone was not immersed/ in contact with water. Her response was that we only say that its water resistant to convince clients to buy the phone, so even sweat or steam can cause this problems and this was negligence of my own. Which I don’t understand for my phone was placed next to me on my night stand while I was sleeping.

Option 2 : Book the phone in for repairs and if they find any moisture they will quote me to have it fixed and turnaround time is 4-8weeks.

My concern is that these small components are the first to break and consumers will be subjected to having their warranty taken away even though the valued item is in tack and that it is definitely a faulty product. When purchasing this phone no one ever explained to me that the warranty would be forfeited if any of the accessories of the phone would break or be misplaced. Due to me not having a phone please contact me via email **********