MTN SAMSUNG Worst Customer Experience

#MTN Wesgate, #SAMSUNG MTN #14th Avenue, #Tammy at MTN 14th Avenue Phase 1, #Jacob at MTN Westagte, #Yolanda at MTN Westgate

I signed up for a new cell phone contract with MTN with a SAMSUNG Smart Phone. About a week later I returned the phone to the Westgate Store for a warrantee assessment/claim as the phone had software issues. The sales consultant at MTN Westgate #Yolanda indicated on the Visual Inspection Form that the phone was handed in in good condition, also mentioning there are no dents or scratches on the phone. This report was signed by Yolanda and myself. This was 26-AUG-2017. The warrantee claim was apparently declined on 01-AUG-2017 - (I found this out on 17-AUG-2017 after visiting the store at Westgate). Declined reason: phone has scratches. Jacob, manager at the MTN store at Westgate does not want to issue me with a new phone, they first want to dispute the fact that the phone was send to the repair/service centre without scratches. I don’t accept this as it’s clearly a dispute between #MTN Westgate Sore and the warrantee assessment/repair centre. I visited the MTN 14th Avenue reception at phase 1, and Tammy a lady at the reception assisted me. She phoned the warrantee centre again (spoke to Thabello), but they stick to their story. I was waiting to log a dispute with one of the consultants, but could not wait all day, no proper queuing system for waiting customers. What’s the use of the Visual Inspection Report if the customer is not protected by it? Any ideas advice?