A month to sort out a screen repair claim!!

I accidentally dropped my phone and cracked the screen. I submitted my claim to Pineapple on the 24th of September: Claim ref. #614DEAB8B442AF944015C5F2. On the 27th of September, I received a message from Pearl at Pineapple stating that they have received my claim and that it should be sorted out within 5 to 7 working days, possibly sooner.

With no feedback afterwards and no phone number to contact them, a courier was sent three weeks after my claim on the 14th of October (14 working days after claim) to collect my phone and ship it all the way to Sandton to get fixed. How ridiculous that it needs to be shipped all over the country to be fixed when there are plenty of repair centres right here in Cape Town. This adds at least another two to three days to the process where it could have been sorted within a few hours if fixed in Cape Town. I received a message from the repair centre on the 15th of October that they have finished their assessment of the damage and are now waiting on Pineapple for feedback. At this rate, I don't have much hope that Pineapple will respond to them within any reasonable time.

Pineapple has failed me on two fronts. One - they have dropped the ball on the turnaround time of 5 to 7 working days. We are already at 14 and it will possibly be sorted out only at about 19 working days. Two - Something that could have been fixed within an afternoon by a local repair centre has been extended to 3 to 4 working days due to them being contracted to only one repair centre which is in Johannesburg.

Verdict: Pineapple is overpromising and under-delivering.