Urgent Complaint Regarding Faulty Pre-Owned iPhone 11

Dear Totalsports Customer Service,

I am writing to formally express my disappointment with the service I have received from your Totalsports store at Liberty Promenade Mall, Mitchell’s Plain.

On 12 December 2024, I purchased a pre-owned iPhone 11 (64GB) on credit for R8,000. Within a month, I began experiencing battery issues—the phone would indicate a full charge but would suddenly drop to 0% without warning.

Earlier this month, I returned the device to the store for repairs. However, after waiting two weeks, I received the phone back in a worse condition than before. The battery issue was not resolved, and now the screen is cracked, flickering, and displaying a "battery unknown" notification.

When I approached the store regarding this matter, I was advised to claim through my insurance. I find this highly unfair, as I should not have to pay an access fee for damages that were not my fault, especially on a pre-owned device that was already problematic. Additionally, despite my multiple visits to the store, I have been repeatedly sent away with excuses, including being told that no manager was available.

This situation is unacceptable. I am paying for a phone that I cannot use, and I expect Totalsports to take full responsibility for resolving this issue. I request a replacement device or a full refund as soon as possible.

Please treat this matter with urgency and provide a resolution at your earliest convenience. I look forward to your prompt response.