SP
Sentle P
1 reviews | Active since Apr 2015
10 Nov 2025, 11:21
Warranty Claim ZA-14956
I am disappointed with the aftersales service I have received. I purchased three iPhones within a month, and one of them was faulty, prompting me to raise a warranty claim. Unfortunately, the glass back of the phone was damaged during shipping. Revibe has refused to repair the device, asserting that I caused the damage, despite my having provided photographic evidence of the device's condition prior to its pickup by the shipping company. They are now requesting that I pay R3280 to return the device, with no resolution to the original warranty claim.
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Replies (2)
Revibe's replyOfficial
10 Nov 2025, 16:35Hello Sentle,
We sincerely apologize for any inconvenience or frustration this matter may have caused, and we truly regret that your experience did not meet your expectations.
Following a thorough review of your order and doing the necessary inspection twice of your device, it was concluded that the back of the device is broken.
As clarified by the relevant department previously, it seems that the device was not fully secured by your end before shipping. As a result, the damage cannot be attributed to the courier.
This conclusion was supported by the inspection video, which was shared with you via email.
Based on these findings, the claim was deemed invalid.
In accordance with our warranty policy, we would like to remind you that when submitting a device for inspection or repair, if the claim is invalid, the customer is responsible for all associated shipping costs.
We sincerely apologize for any disappointment this matter may have caused. We strive to provide a fair treatment to all customers in line with our agreed policy before the purchase.
Best regards,Revibe Customer Experience Team.
We sincerely apologize for any inconvenience or frustration this matter may have caused, and we truly regret that your experience did not meet your expectations.
Following a thorough review of your order and doing the necessary inspection twice of your device, it was concluded that the back of the device is broken.
As clarified by the relevant department previously, it seems that the device was not fully secured by your end before shipping. As a result, the damage cannot be attributed to the courier.
This conclusion was supported by the inspection video, which was shared with you via email.
Based on these findings, the claim was deemed invalid.
In accordance with our warranty policy, we would like to remind you that when submitting a device for inspection or repair, if the claim is invalid, the customer is responsible for all associated shipping costs.
We sincerely apologize for any disappointment this matter may have caused. We strive to provide a fair treatment to all customers in line with our agreed policy before the purchase.
Best regards,Revibe Customer Experience Team.
Revibe's reply10 Nov 2025, 16:35
Official
Hello Sentle,
We sincerely apologize for any inconvenience or frustration this matter may have caused, and we truly regret that your experience did not meet your expectations.
Following a thorough review of your order and doing the necessary inspection twice of your device, it was concluded that the back of the device is broken.
As clarified by the relevant department previously, it seems that the device was not fully secured by your end before shipping. As a result, the damage cannot be attributed to the courier.
This conclusion was supported by the inspection video, which was shared with you via email.
Based on these findings, the claim was deemed invalid.
In accordance with our warranty policy, we would like to remind you that when submitting a device for inspection or repair, if the claim is invalid, the customer is responsible for all associated shipping costs.
We sincerely apologize for any disappointment this matter may have caused. We strive to provide a fair treatment to all customers in line with our agreed policy before the purchase.
Best regards,Revibe Customer Experience Team.
We sincerely apologize for any inconvenience or frustration this matter may have caused, and we truly regret that your experience did not meet your expectations.
Following a thorough review of your order and doing the necessary inspection twice of your device, it was concluded that the back of the device is broken.
As clarified by the relevant department previously, it seems that the device was not fully secured by your end before shipping. As a result, the damage cannot be attributed to the courier.
This conclusion was supported by the inspection video, which was shared with you via email.
Based on these findings, the claim was deemed invalid.
In accordance with our warranty policy, we would like to remind you that when submitting a device for inspection or repair, if the claim is invalid, the customer is responsible for all associated shipping costs.
We sincerely apologize for any disappointment this matter may have caused. We strive to provide a fair treatment to all customers in line with our agreed policy before the purchase.
Best regards,Revibe Customer Experience Team.
SP
Sentle P's updateReviewer Update
17 Nov 2025, 17:37Thank you for your response. I appreciate that you reviewed my order and inspected the device on two occasions, but I must respectfully disagree with your conclusion.Before handing the phone to the courier, I documented the device’s condition and supp**** photographs showing the back glass intact. Those images were provided to Revibe prior to pickup. Given that evidence, I do not accept the finding that the damage resulted from improper packaging on my part or that it is unrelated to the warranty claim.I also request a clear copy of the inspection video you referenced, along with a detailed explanation of the specific signs you re**** on to determine that the back glass was broken prior to shipping. If Revibe’s inspection contradicts the images I submitted, please identify the exact discrepancies.Finally, I am concerned about being charged R3,280 to return the device when the original warranty claim has not been resolved. Please reconsider your decision in light of the pre-shipment photos I provided and advise on the next steps to reach a fair resolution.I look forward to your prompt reply.
Kind regards
SP
Kind regards
SP
SP
Sentle P's update17 Nov 2025, 17:37
Reviewer Update
Thank you for your response. I appreciate that you reviewed my order and inspected the device on two occasions, but I must respectfully disagree with your conclusion.Before handing the phone to the courier, I documented the device’s condition and supp**** photographs showing the back glass intact. Those images were provided to Revibe prior to pickup. Given that evidence, I do not accept the finding that the damage resulted from improper packaging on my part or that it is unrelated to the warranty claim.I also request a clear copy of the inspection video you referenced, along with a detailed explanation of the specific signs you re**** on to determine that the back glass was broken prior to shipping. If Revibe’s inspection contradicts the images I submitted, please identify the exact discrepancies.Finally, I am concerned about being charged R3,280 to return the device when the original warranty claim has not been resolved. Please reconsider your decision in light of the pre-shipment photos I provided and advise on the next steps to reach a fair resolution.I look forward to your prompt reply.
Kind regards
SP
Kind regards
SP