NM
Nthabiseng M
1 reviews | Active since Aug 2026
27 Aug 2026, 09:45
Review follow up
I am posting this as a follow-up because Revibe has still not responded to my previous HelloPeter review. I want to warn other customers to think carefully before dealing with Revibe and to make sure they fully understand the risks involved. I sent my device to Revibe in good condition, but after receiving it, they claimed that the phone had dents and could not be repaired. I was then expected to pay approximately R1,500 for shipping and R3,600 for the repair. What makes this experience even more disappointing is the lack of communication. I raised my concerns publicly on HelloPeter, yet Revibe did not respond or provide a satisfactory explanation. My experience has left me extremely disappointed and frustrated. I would encourage anyone considering using Revibe to document the condition of their device thoroughly before sending it, take videos and photos from every angle, and carefully consider the potential costs if something goes wrong. Revibe, I am still waiting for you to address my complaint and provide a proper explanation and resolution. Potential customers: please do your research and proceed with caution. My experience has not been a positive one.
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Replies (4)Reported
Revibe's replyOfficial
28 Aug 2026, 14:22Hello Nthabiseng,
We understand your frustration, but we believe the situation is being represented somewhat differently from what actually occurred.
First, we have been responsive throughout your case and have communicated with you extensively. The email correspondence shows that our team explained the situation and repeated the relevant information multiple times to ensure that you understood what had been found and what your available options were.
Regarding the condition of the device, when a customer sends a device to for a warranty assessment, the condition in which it arrives is the responsibility of the sender, This is standard practice anywhere and it makes perfect sense.
Our evidence shows that the device was received with the dents in question. If you maintain that the device was not damaged when you handed it over, then unfortunately the possibility remains that the damage occurred during transit. As you are the sender, it is the sender's responsibility to ensure that the device is adequately packaged and protected before handing it to the shipping provider. The courier cannot always be expected to provide that protection on the sender's behalf and that's in their shared policy.
We therefore app**** our policy that has been in place for years for cases where a device is received with damage. The applicable shipping and repair costs are not hidden or newly introduced fees; they are part of our established procedures and are available through our website for everyone to read at anytime.
We also understand that you chose not to proceed with the required payment. However, when the applicable shipping cost is refused, we cannot keep claims and devices indefinitely while waiting for a decision. We have ongoing incoming claims that require storage space and the attention of our teams, so cases must ultimately be handled according to the applicable procedures.
We are sorry that this experience has been frustrating for you, but we cannot accept the suggestion that we ignored your case or failed to communicate the reasons behind our decision. We have explained our findings and the applicable process to you and have remained available throughout the case.
Best regards,
Revibe | Customer Experience Team
We understand your frustration, but we believe the situation is being represented somewhat differently from what actually occurred.
First, we have been responsive throughout your case and have communicated with you extensively. The email correspondence shows that our team explained the situation and repeated the relevant information multiple times to ensure that you understood what had been found and what your available options were.
Regarding the condition of the device, when a customer sends a device to for a warranty assessment, the condition in which it arrives is the responsibility of the sender, This is standard practice anywhere and it makes perfect sense.
Our evidence shows that the device was received with the dents in question. If you maintain that the device was not damaged when you handed it over, then unfortunately the possibility remains that the damage occurred during transit. As you are the sender, it is the sender's responsibility to ensure that the device is adequately packaged and protected before handing it to the shipping provider. The courier cannot always be expected to provide that protection on the sender's behalf and that's in their shared policy.
We therefore app**** our policy that has been in place for years for cases where a device is received with damage. The applicable shipping and repair costs are not hidden or newly introduced fees; they are part of our established procedures and are available through our website for everyone to read at anytime.
We also understand that you chose not to proceed with the required payment. However, when the applicable shipping cost is refused, we cannot keep claims and devices indefinitely while waiting for a decision. We have ongoing incoming claims that require storage space and the attention of our teams, so cases must ultimately be handled according to the applicable procedures.
We are sorry that this experience has been frustrating for you, but we cannot accept the suggestion that we ignored your case or failed to communicate the reasons behind our decision. We have explained our findings and the applicable process to you and have remained available throughout the case.
Best regards,
Revibe | Customer Experience Team
Revibe's reply28 Aug 2026, 14:22
Official
Hello Nthabiseng,
We understand your frustration, but we believe the situation is being represented somewhat differently from what actually occurred.
First, we have been responsive throughout your case and have communicated with you extensively. The email correspondence shows that our team explained the situation and repeated the relevant information multiple times to ensure that you understood what had been found and what your available options were.
Regarding the condition of the device, when a customer sends a device to for a warranty assessment, the condition in which it arrives is the responsibility of the sender, This is standard practice anywhere and it makes perfect sense.
Our evidence shows that the device was received with the dents in question. If you maintain that the device was not damaged when you handed it over, then unfortunately the possibility remains that the damage occurred during transit. As you are the sender, it is the sender's responsibility to ensure that the device is adequately packaged and protected before handing it to the shipping provider. The courier cannot always be expected to provide that protection on the sender's behalf and that's in their shared policy.
We therefore app**** our policy that has been in place for years for cases where a device is received with damage. The applicable shipping and repair costs are not hidden or newly introduced fees; they are part of our established procedures and are available through our website for everyone to read at anytime.
We also understand that you chose not to proceed with the required payment. However, when the applicable shipping cost is refused, we cannot keep claims and devices indefinitely while waiting for a decision. We have ongoing incoming claims that require storage space and the attention of our teams, so cases must ultimately be handled according to the applicable procedures.
We are sorry that this experience has been frustrating for you, but we cannot accept the suggestion that we ignored your case or failed to communicate the reasons behind our decision. We have explained our findings and the applicable process to you and have remained available throughout the case.
Best regards,
Revibe | Customer Experience Team
We understand your frustration, but we believe the situation is being represented somewhat differently from what actually occurred.
First, we have been responsive throughout your case and have communicated with you extensively. The email correspondence shows that our team explained the situation and repeated the relevant information multiple times to ensure that you understood what had been found and what your available options were.
Regarding the condition of the device, when a customer sends a device to for a warranty assessment, the condition in which it arrives is the responsibility of the sender, This is standard practice anywhere and it makes perfect sense.
Our evidence shows that the device was received with the dents in question. If you maintain that the device was not damaged when you handed it over, then unfortunately the possibility remains that the damage occurred during transit. As you are the sender, it is the sender's responsibility to ensure that the device is adequately packaged and protected before handing it to the shipping provider. The courier cannot always be expected to provide that protection on the sender's behalf and that's in their shared policy.
We therefore app**** our policy that has been in place for years for cases where a device is received with damage. The applicable shipping and repair costs are not hidden or newly introduced fees; they are part of our established procedures and are available through our website for everyone to read at anytime.
We also understand that you chose not to proceed with the required payment. However, when the applicable shipping cost is refused, we cannot keep claims and devices indefinitely while waiting for a decision. We have ongoing incoming claims that require storage space and the attention of our teams, so cases must ultimately be handled according to the applicable procedures.
We are sorry that this experience has been frustrating for you, but we cannot accept the suggestion that we ignored your case or failed to communicate the reasons behind our decision. We have explained our findings and the applicable process to you and have remained available throughout the case.
Best regards,
Revibe | Customer Experience Team
NM
Nthabiseng M's updateReviewer Update
28 Aug 2026, 14:50What you're saying is being dishonest. I showed you guys the condition of the device on the day it left my possession hence the claim was approved in the first place. I believe if you guys saw that the phone had dents when I sent you the photos and videos then you wouldn't have approved the claim. I told you multiple times that the device returned it the same packaging that I got it with. I refused to make payments for damages that I was not liable for. Since you guys are the ones that sent the courier aren't you the ones that are suppose to investigate and work with the courier company to find out what happened.
I reached out to DHL and they contacted you guys multiple times asking for a damage report and you still ignored them. Now tell me why I have to be the one to love my device and cash because you guys refused to work with them. I want my refund that's all I have to say
I reached out to DHL and they contacted you guys multiple times asking for a damage report and you still ignored them. Now tell me why I have to be the one to love my device and cash because you guys refused to work with them. I want my refund that's all I have to say
NM
Nthabiseng M's update28 Aug 2026, 14:50
Reviewer Update
What you're saying is being dishonest. I showed you guys the condition of the device on the day it left my possession hence the claim was approved in the first place. I believe if you guys saw that the phone had dents when I sent you the photos and videos then you wouldn't have approved the claim. I told you multiple times that the device returned it the same packaging that I got it with. I refused to make payments for damages that I was not liable for. Since you guys are the ones that sent the courier aren't you the ones that are suppose to investigate and work with the courier company to find out what happened.
I reached out to DHL and they contacted you guys multiple times asking for a damage report and you still ignored them. Now tell me why I have to be the one to love my device and cash because you guys refused to work with them. I want my refund that's all I have to say
I reached out to DHL and they contacted you guys multiple times asking for a damage report and you still ignored them. Now tell me why I have to be the one to love my device and cash because you guys refused to work with them. I want my refund that's all I have to say
NM
I need to correct the facts:
1. You arranged and sent the courier to collect the device from me. I did not choose or pay for the courier. Therefore your statement that "as the sender, it is the sender's responsibility" does not apply — your courier is your agent, not mine.
2. The device was in good condition, with no dents, when handed over to your courier. I packed it securely in its original packaging as per your instructions and took photos before handover.
3. If damage occurred in transit as you suggest, that is a matter between ReVibe and your courier partner. The risk during a collection arranged by you remains with you until successful intake, in line with the Consumer Protection Act.
I therefore do not accept liability for the alleged dents or the shipping/repair fees.
Please provide:
a) Timestamped photos/video of the device at your intake
b) The courier's collection report stating the condition at pickup
I request that you proceed with the warranty assessment/repair at no additional cost, or return the device in the condition it was collected.
If this is not resolved within 5 business days, I will be escalating the matter to the Consumer Goods and Services Ombud (CGSO)
Nthabiseng M's updateReviewer Update
28 Aug 2026, 15:08I need to correct the facts:
1. You arranged and sent the courier to collect the device from me. I did not choose or pay for the courier. Therefore your statement that "as the sender, it is the sender's responsibility" does not apply — your courier is your agent, not mine.
2. The device was in good condition, with no dents, when handed over to your courier. I packed it securely in its original packaging as per your instructions and took photos before handover.
3. If damage occurred in transit as you suggest, that is a matter between ReVibe and your courier partner. The risk during a collection arranged by you remains with you until successful intake, in line with the Consumer Protection Act.
I therefore do not accept liability for the alleged dents or the shipping/repair fees.
Please provide:
a) Timestamped photos/video of the device at your intake
b) The courier's collection report stating the condition at pickup
I request that you proceed with the warranty assessment/repair at no additional cost, or return the device in the condition it was collected.
If this is not resolved within 5 business days, I will be escalating the matter to the Consumer Goods and Services Ombud (CGSO)
NM
Nthabiseng M's update28 Aug 2026, 15:08
Reviewer Update
I need to correct the facts:
1. You arranged and sent the courier to collect the device from me. I did not choose or pay for the courier. Therefore your statement that "as the sender, it is the sender's responsibility" does not apply — your courier is your agent, not mine.
2. The device was in good condition, with no dents, when handed over to your courier. I packed it securely in its original packaging as per your instructions and took photos before handover.
3. If damage occurred in transit as you suggest, that is a matter between ReVibe and your courier partner. The risk during a collection arranged by you remains with you until successful intake, in line with the Consumer Protection Act.
I therefore do not accept liability for the alleged dents or the shipping/repair fees.
Please provide:
a) Timestamped photos/video of the device at your intake
b) The courier's collection report stating the condition at pickup
I request that you proceed with the warranty assessment/repair at no additional cost, or return the device in the condition it was collected.
If this is not resolved within 5 business days, I will be escalating the matter to the Consumer Goods and Services Ombud (CGSO)
NM
Nthabiseng M's updateReviewer Update
28 Aug 2026, 15:30I even reported the matter to the Consumer goods and services ombudsman. They also gave you a time frame to reply to their emails. You guys have also failed at that. This shows that you guys are just ****ming us of our hard earned cash.
NM
Nthabiseng M's update28 Aug 2026, 15:30
Reviewer Update
I even reported the matter to the Consumer goods and services ombudsman. They also gave you a time frame to reply to their emails. You guys have also failed at that. This shows that you guys are just ****ming us of our hard earned cash.