SAMSUNG J1 ACE

<p>On the 17 September 2016 I brought my phone (SAMSUNG JI ACE) because of what was said “crashed software” . I was helped by Patrash who also indicated that they were going to fix the cracked screen which will amount to R600 and not more. He further indicated that he will let me telephonic if the screen is going to be covered by the warranty or not.</p> <p>After two weeks I received a call saying that my phone was ready for collection at no cost and later on the very same day I was called by Ms. Boipelo stating the same. I did indicate to her that I received a call earlier on conveying the same message. I further told her that I will be sending my friend (Ms. Botle Kayamba) because she is residing nearer to the mall and she was with me when I brought my phone in.</p> <p>I later received a message from my friend saying that they couldn’t release the phone due to the amount of R600 that need to be paid in before. I called Miss Boipelo the following day for further explanation on the matter. She acknowledged that she made a mistake but she will call me back, which she didn’t. I later called in the afternoon and she still said will call back and she didn’t. Now this is another issue that doesn’t sit well with me because She never owned up and took responsibility for her actions, I had to be the one calling constantly and no one seemed to care about how I was treated in the process, My friend was humiliated in your store the second time I sent her to collect my phone and no one showed remorse, She called me whilst in the store put me on loud speaker so could speak to Boipelo but as always she cared less and told me I aren’t getting my phone without paying for it, Is this how you treat your customers?. She only called the following day after stating she had made a mistake because they were two jobs done on my phone, the software upgrade and a screen replacement which amounted to R800. I explained to her on numerous occasions that this was not highlighted the first time she called me and I even asked her twice about it and she still conformed that I don’t need to pay any amount.</p> <p> </p> <p>Miss Boipelo then called the following day with Patrash emphasizing that I must pay the amount because the warranty does not cover. I requested I be transferred to the manager or be given his/ her contact details and was given Annemarie at ********** 235, who we chatted via whatsapp where I related my story. She also told me that the warranty does not cover the screen replacement which I understand precisely.</p> <p> </p> <p> </p> <p> </p> <p>My plea</p> <p>Is to be given back my phone because I don’t have the amount requested and I was misled by saying that the phone is ready for collection at no costs by two of your employees.</p> <p>I was not quoted on the amount due, hence I am requesting the whole process to be reversed and bring back my phone. </p> <p>I regret ever taking my phone to your store.</p> <p>Regards</p> <p>Ntombi Mzizi</p> <p> </p> <p>The letter was sent to the Manager Ms. Annemarie Viljoen on the 15 November 2016, which she later said she will investigate the matter and return to me within 3 days. She never did I had to call to her for further information on the matter. She said that I must come to the store in Mall of Africa to collect my device and the amount due will be paid by the technician by name of Lebohang.</p> <p>On the 25th Of November 2016 I went to their offices and I was told that I am not going to get my device because I couldn’t produce the proof of payment as requested . I told them that I have stated to Ms. Viljoen that I don’t have the proof but only box which do have all the information on it and further emphasized the phone was a gift from my boyfriend. My question to them was that why are they now requesting the proof of payment but when I left my phone to them nothing was required.</p> <p>I was then rescued by Sinenhlanhla who stated that I must not pay anything because my phone is still under warranty. Sinenhlanhla helped because Boipelo was yelling and later did not want to talk to me.</p> <p>I was given my phone back with the screen repaired by the crushed software not fixed.</p> <p>I need your intervention urgently.</p> <p> </p> <p>Ntombi Mzizi</p> <p> ********** </p>