Cell C Handset Replacement Policy

[onlyoneken]

Hi everyone, I hope this is the right place to post this.

Is anyone familiar with the process that should be followed by Cell C when a handset is to be replaced? To cut a long story short, my mother has taken her phone back on four occasions, each time it has been sent for "repair". As far as I am aware after the third attempt at repair the customer is supposed to get a new phone.

After dropping the phone off for the 4th time, the Cell C branch manager informs her that the repair center has the phone and that they (the repair center) are responsible for supplying a new handset. The repair center in turn says that they do not have stock of the phone and they will "repair" the phone again, and give her a new one when they get stock (they however do not know apparently when this will be). We then asked why it is not possible for Cell C to replace the handset, as they have plenty in stock, but apparently, this is not "protocol".

To be honest this whole situation doesn't really make sense to me, Cell C supplied the phone, they should replace it and claim back from the repair center. But anyway, my question is, does anyone know whether this is in fact the returns policy? Or are they just messing her around? I can't seem to find anything concrete on the web explaining the returns policy.

For the record the handset is the Motorola Defy, on the Redbull 250 contract.

 

[ToxicBunny]

I would be throwing my toys..

Your contract is with Cell C.. you purchased the phone with Cell C... they have stock of the item and if their policy is to replace a phone after its attempted to be repaired 3 times.. then demand a new phone.

What Cell C does with the repair centre is their problem not yours.

 

[onlyoneken]

Those are my thoughts exactly!

 

[warwickw]

I suspect the Cell C store did not get the phone from the Cell C warehouse, as such Cell C would not replace it as it didnt come from their stock. However this is not your problem it's the stores problem so shout scream and make it their issue.

 

[onlyoneken]

And the plot thickens! Now the repair center refuses to replace the phone, because they "can't find the problem". Due to the intermittent nature of the fault (the person on the other end of the line can't hear the person speaking, sometimes immediately, sometimes after 10-15 mins) it is very hard to demonstrate. So now due to the fact that the repair people are an incompetent bunch, we will have to suffer on and try find a way of proving the issue.

 

[ToxicBunny]

How long have you had the phone for?

 

[onlyoneken]

Since around June, of the 4.5 odd months it has been away for "repair" for around 2.5 months. The first two attempts at repairing the handset the repair techs re-installed android. The final time they replaced the battery.