MTN and Truworths Stores refusal to provide regulator information for a complaint (MTN phone purchased at Truworths fourways and stopped working in 4 months)

On the 19/02/2018 I purchased a phone from Truworths stores in Fourways for an amount of R1400.00. The phone is a Hi Sense.

On the 02/06/2018 (4 months later), the phone would not work, the screen was blurry and could not see anything on the screen. I returned the phone to Truworths stores in on the 02/06/2018 in order for the phone to be repaired.

When returning the phone to Truworths stores on the 02/06/2018, the phone was physically checked on the outside and I was requested to complete a visual inspection form together with the Truworths consultant who confirmed and signed the form with me (I hold the copy of the visual form), declaring that the phone handed over to her was free from physical scratches or dents.

On the 19/06/2018 I then received an email from MTN repairs requesting that I pay an amount of R1300.00 for fixing the phone that was purchased at R1400.00.

The email contained a picture and it stated that the device had light scratches on the inside. I thereafter forwarded a response attaching the visual inspection form to MTN and Truworths stores as proof that of handing my phone to Truworths stores, the phone had no scratches or dents and on the response I explained that there is no way that a phone will have physical damage on the inside if there are no visible damages on the outside.

I sought that their technician check if the screen of the device has been changed and replaced from its original form in the 4 months (which is the period I have had the phone for).

None of the Truworths or MTN managers contacted me telephonically to get an understanding of my complaint. I received emails from various call agents from both companies explaining the same story that there was a scratch on the inside of the phone on the light device. None of the consultants were able to explain to me how the phone can have a scratch on the inside when there is no visible dent on the outside (physical) of the phone. None of the consultants was able to respond as to whether the screen was ever changed from its original form in the 4 months.

The phone has never dropped and if they check the usage of the phone, they will note that the phone is hardly used as I mostly use my work cell phone.

I asked MTN and Truworths stores who their regulators are and where I can take up this complaint. All their call agents did not provide the regulator information for complaints. I kept receiving query reference numbers and till today, no regulator numbers, steps of reporting to regulator or emails of regulator have been provided.

On the 03.07.2018, I received a phone call from Lindi Mangwane (Manager at Truworths stores fourways, ********** ), the manager requested that I come collect my phone. I asked if the phone was fixed and she advised that the phone was not fixed and that I should come collect if I do not have the R1300.00 for fixing it. How is the phone even delivered back to Truworths and requested to collect without communicating that to me?

Please assist with the details of the regulator of telecommunications (MTN) and retail store Truworths as I want to report this incident.

Surely, the repairs of MTN or Truworths need to be able to explain how the phone can have damage inside if none visible outside and especially if there was never a change of screen (i.e. the screen being replaced from its original form as day of purchase).

I have been inconvenienced for over a month now, I have to use my resources in trying to get hold of MTN and Truworths.

To all, be careful of both purchasing from MTN and Truworths stores. Many Thanks