Refusal to repair phone under warranty due to reasonable cosmetic imperfection

Dear Sir or Madam,

I am writing to formally complain about the service I received at the Vodacom Eastgate branch regarding the repair of my iphone 13, bought at this particular branch on the 6th May 2025 and stopped charging and working on the 20th of December 2025.

I brought my phone in for a warranty repair due to this major functional issue that significantly affects its usability. However, I was informed that Vodacom refuses to carry out the repair solely because of a minor cosmetic scratch on the device. I was advised that this scratch disqualifies the phone from repair, despite the fact that it is purely superficial and has no possible connection to the fault reported.

I find this decision unreasonable and unacceptable. A minor cosmetic scratch does not constitute physical damage that could cause or contribute to a major internal or functional failure. Refusing to address a legitimate and serious defect on this basis appears to be an unjustified denial of service and contrary to fair consumer practices.

I request that this matter be reviewed urgently and that Vodacom reconsider its refusal to repair the device based on an irrelevant cosmetic imperfection. I would appreciate a written explanation of the policy being app****, as well as a resolution that fairly addresses the actual fault reported.

Please treat this complaint with the seriousness it deserves. I look forward to your prompt response and a satisfactory resolution.