Formal Complaint and Request for Warranty Repair — iPhone 13 Pro Max

Revibe Customer Support Claim ZA-12988

Date: 11 November 2025

Subject: Formal Complaint — Warranty Repair Request for iPhone 13 Pro Max (Order created 4 Sep 2025)

Dear Revibe Customer Support,

I write to formally complain about the handling of my warranty claim and to request immediate corrective action without additional cost.

Order details - Order created: 4 September 2025 at 16:24 - Quality check: 4 September 2025 at 17:15 - Shipped: 6 September 2025 at 16:33 - Delivered: 25 September 2025 at 12:59

Summary of fault and timeline - On delivery the device appeared in excellent condition; body and screen looked like new. - After I began using the phone the rear main camera produced blurry photos unless I zoomed in or out, resulting in significant loss of image quality. - The device soon began making noises from the rear and became excessively hot during normal use. - I called Revibe to report these faults; I was told to submit a warranty claim and I followed your instructions and provided the requested information. - While waiting for collection, the screen sustained a crack two days before your scheduled pickup. This crack occurred after I had already reported the camera, noise, and overheating faults and is unrelated to the original defects reported.

Complaint and requested remedy Your team has since declared my warranty claim invalid on the basis of “physical damage” and classified this as misuse, then offered the following options with a ZAR 1,915 shipping fee: - Option 1 — Return device as-is (no repair), or - Option 2 — Repair at my cost (repair fees unknown) with the same shipping fee.

These outcomes are unacceptable for the following reasons: - The primary defects (camera malfunction, rear noises, overheating) were reported before the screen crack occurred and are the reason I lodged a warranty claim. - The subsequent screen damage should not invalidate coverage for unrelated manufacturing or component faults that manifested earlier. - Charging me ZAR 1,915 shipping and requiring I pay for a repair for faults I reported in good faith is unreasonable and inconsistent with fair warranty practice.

I therefore request the following resolution: 1. A full warranty repair or replacement that addresses the rear camera fault, internal noise, and overheating. 2. Return shipping to me at Revibe’s cost (zero shipping fees charged to me). 3. A clear written explanation of the technical findings once the device is inspected, and confirmation that the camera, noise and overheating issues were assessed independently of the later screen crack. 4. If Revibe maintains that the earlier faults were caused by misuse, a detailed technical report explaining how the unrelated screen crack (which occurred after my claim) invalidates the warranty for defects that were reported beforehand.

Deadline and escalation Please confirm acceptance of this request and the next steps within 24 hours of receipt of this letter. If I do not receive a satisfactory response, I will escalate the matter to the appropriate consumer protection body and consider further action to enforce my consumer rights.

Attachments and contact - I can provide the original order reference and claim reference on request. - Contact: Gift Sandile Moya,

I expect prompt and fair resolution. Thank you for your swift attention.

Sincerely, Gift Sandile Moya