Saturday, 4 September 2021

The Voice - Consumer's Voice

I want a working phone!

I bought an iPhone 12 Pro for P17,000 in April from a store in Game City, I kept the phone without using since I didn't have Wifi to register Apple ID, I used the phone end of May but it had a problem with the speaker, at first I thought the problem was because I have not updated the software since the phone kept reminding to update software, at the time I did not have Wifi again. In July I managed to update the software and the problem with the speaker still persisted but I could not return it as I was alone at work however I returned the phone on the 22nd August. They called me after a few hours saying the phone was fixed it had moisture and dirt, however I tested the phone and it still had the same problem and I left it so they can fix it.

They called again on the 24th August saying the phone is fixed but still when I called with it the person on the other side could not hear me so they took it for the third time saying they will fix and call on 26th which they never did. On 27th I went to their store and asked them to give me a new phone or return my money. They told me it will take 14 days for them to fix and they can't give me my money back or a new phone rather they guy said he will give me his phone which he is using.

Please help me 17k is a lot of money.

You're right. P17,000 is a lot of money. You might argue that all customers are equal but let's talk facts. If you've spent P17,000 on a cellphone you deserve to be treated like royalty. You deserve a comfortable chair when you arrive. You deserve a cup of coffee and a biscuit. You deserve to be treated with respect. Yes, I obviously believe that you should be treated with respect if you just spent P17, but I'm sure you know what I mean. Someone who spends P17,000 on a phone is a premier, prestige, elite customer. You certainly deserve better treatment that this store offers.

I think the store need to understand when they sell something that is faulty, they have three options. They can either repair the phone, refund you or replace it. The critical thing is that the store can decide which of these things they want to do. They can choose to repair it if that's what they prefer. That's what Section 16 (3) of the Consumer Protection Act says. However, and this is the important bit that stores often overlook, the Act then says that if "within three months the same problem recurs" then they lose the chance to repair it again. They can only now replace it or refund you. There's no second chance to repair it.

Let's explain this to them and see which option they prefer.

It's not me!

This is my story. This December money has been debited off my bank account. It was a stop order and I didn't know what it was about. I went to my bank to enquire then they assisted me told me it's a furniture store. I went there and the lady who assisted me told me to go to the store in Tlokweng because the person purchased goods there. When I got there they told me that they had been a mixup of accounts and I asked them what I should do with the bank charges that accumulated. They told me that the person would have to refund me but I don't even know that person. I even told them that its their responsibility but even now there's no help. I even closed the account.

So far you've done everything right. You were right to speak to your bank and then right again to contact the store about this. Yes, clearly there's been a mix-up and they need to fix this urgently. Then they need to refund you everything, including any bank charges you've incurred if their mistake took you overdrawn or meant you couldn't make any payments.

You should also demand that they confirm that your credit history hasn't been affected by this at all. Normal practice when you get a loan or buy something on hire purchase is for that deal to be registered with credit reference bureaux. We need to make sure this hasn't happened this time because it would be false. You don't want their mix-up to haunt you in the future.

Update: I contacted the store and they promised to investigate and fix it as soon as possible.

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