Urgent Complaint Regarding Phone Repair Service

Urgent Complaint Regarding Phone Repair Service

I am writing to express my dissatisfaction with the recent service I received at Newmarket Repair Centre Vodacom. I had initially brought my phone in for a repair assessment, where I was provided with a quote that I explicitly stated would be processed through my private insurance. After receiving the quote via email, I submitted it to my insurance, and they paid out the full quoted amount. However, upon contacting your team yesterday to inquire about when the phone would be ready, I was informed that an additional R2,000 was required. I firmly declined, as the amount provided in the quote is legally binding. Unfortunately, my refusal was met with an unwillingness to proceed with the repair. Today, when I retrieved my phone, I was appalled to find it in worse condition than before—it will not switch on or charge. The initial issue I reported was a flickering screen, but the phone is now entirely unusable. This is completely unacceptable, and I feel I have been treated unfairly. I am requesting that this matter be resolved immediately. I would like a manager to contact me as soon as possible to discuss a resolution. If this issue is not addressed promptly, I will have no choice but to escalate the matter further, including sharing my experience on social media and exploring my legal rights under the Consumer Protection Act. I hope we can resolve this matter amicably and professionally. Kind regards, Deone