
In April last year, I purchased a Tecno Spark 20C phone from a cellphone dealer in Kazungula. Around October, the device suddenly went into device lock mode. When attempting to switch it on, a message appeared instructing me to return the phone to the supplier for verification, and I was unable to access any features or data on the device. I promptly returned the phone to the store and explained the situation. They informed me they would send the device to their supplier in Dubai for further checks. I made several follow-ups, but each time I was given a different explanation. I also learned that five other Tecno devices were experiencing the same issue and that mine was in a queue for repairs. They temporarily borrowed me a smaller Samsung phone that was also under repair, with the understanding that it would be returned once my Tecno was fixed.
In January 2025, the Samsung began displaying screen glitches. I returned it and they claimed it needed a software update. I updated the software, but the issue persisted after a week. I returned the Samsung and again requested my Tecno. More delays followed. In March I attempted to open a case with the police, but they informed me that consumer-related matters were outside their jurisdiction.
Last week, I returned to the shop and was informed that the Tecno had finally been repaired. However, the screen now has visible damage at the bottom. Despite that, I am willing to accept the phone in its current condition. The current challenge is that the store is now demanding that I pay P1,000 to "buy back" my own phone the same device I returned due to a manufacturer-related fault. I would greatly appreciate your assistance on how best to handle this situation.
You are being far too kind. This company is talking complete nonsense and they know it. Unfortunately, cellphone dealers often make up stories like this but this store has gone further than most. Instead of dealing with the problem responsibly, they gave you another phone they knew was already faulty, offered you endless excuses and finally want you to pay to get your phone back? This is ridiculous.
I'll contact the store and explain to them what the word "incompetent" means.
Must I pay them? (Probably yes.)
I wanted to ask you something here. I went to a cellphone shop. I accidentally touched a speaker that was on top of the other speakers and it nearly fell but fortunately I managed to hold it but another speaker fell and broke. The shop owner said I have to pay for the full amount of the broken one. It's around P200.
It's something that happened unintentional and even the way they put their things it's risky. I don't mind paying but what if the same thing happens to a client that is without that cash. Is it ideal for them to pay and what if they don't pay because they don't have money. Is it the right thing to do?
Let me ask you a different question. If you knock over someone's drink in a bar, what do you do? It's easy, you buy them another drink. Isn't this a similar situation? You broke something belonging to someone else. Isn't the right thing to do to pay them for the damage?
Maybe the store has insurance but it's unlikely to cover damages this small because it will fall below the 'excess' level their policy offers. And if they don't have insurance? They have no business sense.