Defective Cellphone Handset

<p>I'm writing this on behalf of my helper, NE Majara.</p> <p>She bought a Mobicel Cherry handset (IMEI ********** ********** 8) at your Phuthaditjhaba(Setsing) outlet on 1 July 2016, and within a period of two weeks the handset was giving her problems and randomly switching itself off and not charging when plugged onto the charger.</p> <p>Due to her beeing based in Kimberley for work purposes, she then took the handset to the Kimberley( Long Street New Park) store to book it in for exchange/repairs on 21 July 2016. She was told that the phone would take approximately 4 to 6 weeks to be repaired, and in the mean time she would be without a phone as they said they do not offer temporary phones.</p> <p>And now 6 weeks later when she goes to enquire, she gets sent to MTN to go and find out how far are they with her phone as they (PEP) do not repair phones. Apparently her phone was sent to MTN for repairs.This is despite the fact that MTN does not have any contractual obligation with her, as she did not buy her phone directly from MTN. Nevertheless when she gets to MTN, she gets told that Thabang is the guy who worked with all PEP Stores cellphones, but he has since been transferred to another branch so they would not know the satus of her handset.</p> <p>She is now being sent from pillar to post, up and down between MTN and PEP, and nobody can account for the phone nor provide her with a progress update on the repairs, let alone inform her how she would get her phone back.</p> <p>Is this the kind of service PEP provides to its customers? Could this be because she is illeterate and it may seem easy to take advantage of her? Is it fair that she has paid for a product that she did not even get they joy of using yet PEP has financially benefited from the transaction? </p>