Horrible Experience

I bought a cell phone earlier this year at a PEP Store in Jabulani Mall (SOWETO) , on the 5th of July I decided to bring it in the store for repairs. The lady that helped me that day was Sbongile who assessed the phone herself then booked it in for repairs , as a consumer I iniatially wanted a replacement of the device or a refund (refer to Consumer Protection Act section:56) since it has only been 3 months and the device proved not to be satisfactory to me as a consumer , Sbongile advised that PEP can only take it in for repairs since the device has a 1year warranty but I cant get a refund or replacement. So I decided to put it through for repairs she then advised that it will take take 4-5 weeeks before I get it back. FOUR weeks passed without any communication from PEP on the 5th week which was the 2nd week of August 2017 I decided to go back to the store and inquire about the phone , I got a lady by the name of SELINA who told me my phone will only be out in a weeks times blah , blah , blah. I then decided to call the repair centre to enquire about my phone personally (not sure who I spoke to) but I was told that my phone had just been booked in at service centre which will take 15 to 21 days the lady told me that they had only received my phone on 5th of AUGUST which clearly shows that the employees at PEP had been lying to me promising me that I will get my phone in a weeks time.

I called PEP on the 17 of August at around 12:30 in the afternoon I spoke to SELINA I asked about my phone she then told me that they had received 2 netsurfers that day she will check if mine is there and call me back (she just took my cell phone number , she didnt ask for the IMEI number to track for the phone), I waited for over an hour she didnt call me back I called the store again and she told me the store was busy , she hasnt had the time to check but as soon as she gets time she will check my phone and call me back. I waited for her call throughout the day BUT SHE NEVER CALLED, I CALLED THE STORE AGAIN AFTER 5HOURS OF WAITING someone by the name of mpho answers and tells me SELINA has left already and they threw away the piece of paper that had my number but they called the head office and I will get my phone on tuesday its already been sent back to the store it will take 4days to get this side i will get my phone on TUESDAY 22 August.

I called the store again on tuesday Oupa (who is the manager) answers the phone and tracks my phone then he tells me that my phone is still at the repair centre his not sure when will I get it . As he is the manager I decide to lodge a complaint about the HORRIBLE SERVICE and the lies I was fed by SELINA he promises to escalate this matter and that he will return to me on friday about the feedback .... I STILL HAVENT RECEIVED ANYTHING FROM HIM OR THE STORE ITS BEEN CLOSE TO 2MONTHS NOW WITHOUT A PHONE AND ALL I GET IS THE RUN AROUNDS AND HORRIBLE SERVICE IM SO ANGRY BECAUSE I CONSTANTLY HAVE TO CALL PEP NO ONE FROM THE STORE BOTHERS TO CALL ME OR GIVE ME FEEDBACK.... PEOPLE LIKE THE STUFF AT PEP IN JABULANI SHOULD FIRED OR GIVEN TRAINING CAUSE THEY MISINFORM CONSUMERS