DISPUTE

Good Day,

I have opened my Samsung J5 Pro contract on 29 September 2017 at MTN Clearwater, in the beginning of November 2017 I took my phone in for repairs due to the phone restarting itself and applications crashing. I booked it in at MTN Clearwater and requested the phone be replaced as it is under warranty and I have only had the phone for a month and already having problems. I was advised the following: Firstly, they can not replace my phone on the first time of booking it in. Secondly, they do not WANT to replace my phone due to the small scratches the metal cover has received in my hand bag. Thirdly, they only replace the phone on the third time of booking it in due to the same problem. I was at that stage annoyed, but I accepted it due to their policy. I received the phone back in the beginning of December, I was advised they only did a Software Update to repair it. I accepted it because maybe the problem was just that simple to resolve. I was later advised it took 2 weeks for the phone to be transported from MTN Clearwater to the repair centre. The phone was at the repair centre for 1 day and was sent back, which took 2 weeks again. On the 18th of December I was back to MTN Clearwater to book in my phone for exactly the same problem (Restarting itself and applications crashing). Luckily, the supervisor at the time was kind enough to advise me to go directly to MTN Repair Centre in Midrand. I booked in my phone that day and due to the festive season I only got it back the second week of January due to them waiting for parts. They advised me they replaced some parts including the motherboard. The phone was working for 2 weeks again. On Monday morning, 29 January 2018, I booked the phone in after my phone COMPLETELY crashed, every single app crashed and the phone was restarting continuously. I never got any feedback from MTN, only feedback I got was when I contacted them. I went to collect my phone yesterday 01 February 2017, to be advised the motherboard was replaced again and that they can not replace my phone as they could not REPLICATE the problem... They saw on my event log on my phone all the times it crashed and restarted, but because they could not REPLICATE it, the phone is fine. I was also advise Samsung does not replace phones but only repair them. (I was not advised of this previously)

I will be lodging a formal complaint with MTN and Samsung SA. If I do not receive a solution from them, I will be continuing with the Consumer Protection Act of SA.