Repairing Broken Screen

<p>My daughter needed to have a screen replaced for which we had free screen replacement., the phone was booked in a month ago and we are still waiting for feedback after many stories.</p> <p> </p> <p>1. From being told that it is all free, that we would either get THAT device back, or a brand new device-as that is Apples policy,</p> <p>2. Being sent an sms, asking us to reply yes to a R6500 repair bill, when we called to query this, we were told it was a default sms, and not to worry as it was free.</p> <p>3. Then an explaination that the device had irreparable internal damage and the phone would be replaced, with a quote of R6500 for a reconditioned phone, which we disputed, to then being told we need to fill in insurance forms, or to collect the phone unrepaired.</p> <p>4. Then an email from Mankoe Merafe, with an Estimate and Insurance forms informing us to submit to Insurance. After querying, this was escalated. I am happy to send you these emails.(attached)</p> <p>5. Then a call and email from Derrick, apologising for his miscommunication with the free screen replacement. Apologies that he miscommunicated the information to us and we must pay excess, and claim from insurance. Which I disputed.</p> <p>6. Then you came on the scene….I explained all of this, and Vodacom agreed to waiver the excess.</p> <p>7. I filled in the form, which states I must pay excess, which I crossed out as I am legally agreeing to pay the excess, if I sign this contract. This I will do, as you have sent an email agreeing to waive the excess.(attached)</p> <p>8. Then a call from Vodacom Insurance, giving me two choices, a reconditioned phone at R900 excess or an iPhone 7S Plus at 20% excess. This is because Apple have a policy not to repair phones. If this is the case, why were we given Free Screen replacement in the first place??</p> <p> </p> <p>i still dont know what the actual story is??</p>