Poor feedback and Service on a Faulty device

I have a few Vodacom contracts and devices and I have been a Vodacom customer for over 10 years.

In December 2021 I upgraded one of my contracts and opted for the Galaxy Flip 3 phone.

In December 2022 the device started showing signs of wear exactly where the screen flips. I took it to the nearest Vodacom outlet and the staff member that assisted me confirmed that the device is under warranty and can be sent away for repair I would have had to immediately submit the device for the repairs.

As I could not lose all my data and not having access to an alternative device or loan device I opted to come back at a later stage. A few days later the phone just froze. I could not access any features and could not even unlock the device

I went to Vodacom again and submitted the device for repair. As per the repair forms I completed it was indicated as under warranty

A few weeks later I receive a call from the repair center advising me that the device can be repaired and I need to pay a co-payment as it is being repaired under an insurance claim

I informed the repair agent that the device is under warranty and should be repaired or replaced under warranty. She confirmed that she would escalate the matter and I will be contacted.

A few days after that I received another call advising me I needed to accept the repair quote and make the co payment. Again I confirmed the device is under warranty and should be repaired / replaced accordingly.

I contacted the repair centre. They informed me that the device is damaged due to misuse on my part and such it is not repairable under warranty.

I asked for the matter to be escalated and was rudely given an email address to escalate the matter. I immediately sent an email to the address provided and till date have not received any response.

I also included pictures of the hundreds of other Samsung Flip 3 users worldwide that experienced the exact same issue with the device and the screen damage is exactly similar to mine.

Shortly after this I received a message to confirm that I rejected the quote for the repair and the device would be returned to me.

I refuse the accept the outcome and Vodacom refuses to get back to me despite my requests.

I am lodging a complaint at the Consumer Tribunal and hope a ruling can be made on this matter.

I am certain that I am not the only Samsung Galaxy Flip 3 user that experienced this treatment from Vodacom.