POOR SERVICE - Truworths Eastgate

To Whom this may concern,

I write this review to express my utter dissapointment with the level of service we've received from Truworth Eastgate.

My fiance and I bought a phone from Truworths Eastgate and we were assisted by a lady by the name of Lindiwe who helped us through process of the purchase and setting up the phone with its sim card.

After about a month of using this phone Huawei P smart, there was a strange distortion coming from my phone on calls which would be heard by the person on the other end of the line. They could bearly hear me. So id have to put my phone on loudspeaker inorder to clear the distortion, which isn't ideal for all phone calls some are private.

So we decided to take it back to the store and have it booked in for a warranty assessment on the 28/06/19 which was about a month and half since the purchase of this phone. Lindiwe again assisted us, we explained what the phone's trouble was and she asked me to step away from her desk so she could try call me and she too atested to fact that the phone indeed had a problem because she could hardly hear me through the phone.

So she explained the phone would be booked in for a warranty assessment and i told her I am not happy with a new phone being repaired, and therefore once the trouble is found out I hope I will be notified inorder to be given the option of a refund, replacement or repair like the warranty assessment t&c's stipulate, but none of these options were offered to me.

We then went to the store after my fiance received a phone call from the store that we should come collect the phone. We spoke to the Store Manager Norman who I explained to our experience with the purchase of this phone and why I was not happy with a new phone having been repaired. Without any consideration he made our situation out to seem like misfortune. I am really not happy with his handling of this matter and I asked that the matter be escalated and he said he would call me on Monday 29/07/19, (as he needed to apparently call Huawei the supplier) which he didnt do. Even when the phone was under warranty assessment, i had to call in frequently to ask what the progress was, it was only after i put in a complaint at MTN that my phone was attended to - 3 weeks of calling in only to be told that my phone was still awaiting checking by a technician

I'm really not happy with the level of service i received from Truworths & MTN. I hope Norman the Store Manager will give me a call back like he promised he would. The longer this process drags is the longer I am without a phone which is a huge inconvenience to me when in actual fact I should have been enjoying a new phone "drama free", this is clearly a factory default which had them replace the speaker without my input on the matter. Please take back your phone and either refund the credit back into the account or replace this phone.