The Voice - Consumer's Voice

Where's my phone?

I bought an iPhone XS Max from a store in Gaborone Main Mall and after a day of purchase it gave me problems. I called them and they asked me to bring it and they changed it for me. The second iPhone is also giving me problems again and they want to change it again and give me the third phone but I no longer want their phones it's like they sell fake ones.

Every time when I call them the owner of the shop doesn't want to talk to me rather he gives the phone to his employees to talk to me but again when I tell them I want my money back they say it's beyond them. They say I should talk to him and he won't answer his phone

The worst part is I have to travel from Mahalapye to Gaborone to return the phone and at my own costs. We only shared the traveling costs when I returned the first one. Can you please help me?

This store doesn't just offer cell phones, it offers disrespect and contempt for its customers.

Let's begin with some basics. This iPhone model was first released in 2018 and was discontinued the following year in 2019 so it's likely that this phone is second-hand. Of course it's possible it's been in storage for the last seven years, but I doubt that very much, don't you?

There's nothing wrong with selling second-hand or used phones, the law just requires that the store must be honest about this. You sent me a copy of the receipt they gave you when you bought the phone and it doesn't mention that it's second-hand, as the Consumer Protection Act requires.

We all understand that occasionally cell phones are faulty, but it's too much to believe that the replacement would be faulty as well. I suspect that if they gave you a third phone, that one would probably be faulty too. I messaged the store a few days ago and they don't want to talk to me. It's not the first time I've dealt with them and on each occasion in the past, the story has been the same. I think you should contact the Competition and Consumer Authority and I'll do the same. Maybe together we can encourage them to do the right thing.

Must it take so long?

I need your help. I bought an HP laptop at a furniture store in Francistown on hire purchase. The laptops RAM chip got damaged and I took it back to them and told them it's the only gadget I'm using for my classes and that I've exams the same week I took it to them. They sent the laptop to their technicians in Gaborone and said it would take 21 days.

They called last week to say that the RAM has been ordered and it will take two weeks to be delivered. My question is since the damage wasn't my fault am I not covered by warranty since the PC is only on its 4th month? Are they not supposed to lend me a PC to use in the meantime or alternatively give me a new PC since their turn around time is more than 3 weeks?

The first thing you need to remember is that this laptop doesn't belong to you. It still belongs to the store. That's how higher purchase works. Until you've made the last payment, it still belongs to them. That means they can do what they like, they can take as long as they want to fix it. It also means that they are under no obligation to offer you a temporary PC, no matter how important it is to you. However, taking 21 days to replace the RAM in a laptop is absurd. I'm no expert, but I could do it in 30 minutes. I'll contact them for you and see if they can go faster.