Poor service

I am writing to formally raise a complaint regarding the way my recent warranty claim was handled for my mobile device, insured under Ref ***.

The claim process did not follow the proper procedure. When I submitted my phone to the store Standerton Foschini, the required checklist documenting the condition of the device and detailing the specific fault was not completed accurately. Crucially, the nature of the device’s issue was not clearly recorded, nor was any damage report provided when the device was sent for repairs.

SSS Cellular later claimed that, in the absence of a completed checklist or store-provided notes, they conducted their own assessment and decided to forfeit my warranty due to a cracked camera lens. However, this damage has no connection to the actual fault I reported, and I was not informed that such unrelated damage would affect my warranty status.

Despite several attempts to obtain clarification, I have been passed around with no resolution. The store manager has indicated that they are unable to assist further, stating that the matter is beyond their control and that they are unable to reach the service providers.

This experience has been extremely frustrating and disappointing. I purchased this device at a significant cost, and the fault is not related to the cracked lens. The device is still under warranty, and I believe I am entitled to fair service and a proper review of the actual fault.

I kindly request the following:

A full investigation into how my claim was processed;

A reassessment of the device issue based solely on the actual fault reported;

An explanation for why the checklist and proper documentation were not completed by the store;

And an appropriate resolution to this matter.

I trust that you will handle this complaint with urgency and provide a satisfactory response. I would appreciate it if someone could contact me directly at [your phone number] or [your email] to discuss the way forward.