Faulty Phone Received – No Support, Delay in Refund, and Poor Customer Service

📢 Complaint Title: Faulty Phone Received – No Support, Delay in Refund, and Poor Customer Service

📝 Complaint Summary: I am extremely dissatisfied with the service I received from both Vodacom (Brackenfell Central) and CA Cell (sales@cacell.co.za) regarding a brand-new phone I ordered and received, which became unusable within less than 24 hours of use.

📆 Timeline of Events: 2 June 2025: I submitted my ID to CA Cell as requested and was told to expect delivery in 3–5 working days.

3 June 2025: I received the phone and set it up.

4 June 2025 (06:00): The phone became unresponsive — I could not enter my PIN; only incoming calls came through.

4 June 2025: CA Cell advised me to visit a Vodacom store. I went to Vodacom Brackenfell Central, where I spent nearly an hour. They were unable to assist and referred me to Canal Walk Mall. The technician declared a factory fault, and the phone needed to be booked in for 20–30 days.

I requested urgent collection and refund/replacement as the device was new and essential for work and my daughter’s exam preparation.

5 June 2025: The device was collected by the courier at 14:25.

6 June – 13 June 2025: Repeated calls and emails were exchanged, and CA Cell claimed the device was in safe mode and that no fault was found, refusing a refund.

18 June 2025: I received the device again — still locked and unusable.

19 June 2025: No proper resolution offered. CA Cell continues to deny responsibility and claims the issue is user-related.

📌 My Complaint: The phone was faulty from day one — activated at 14:00, stopped working by 06:00 the next morning.

No meaningful support from Vodacom Brackenfell, who referred me elsewhere.

CA Cell delayed responses, shifted blame, and is now refusing a refund despite the ongoing issues.

My work and family responsibilities were severely disrupted due to the lack of a working phone.

❗️ What I Expect: Immediate refund or full replacement with a new working device.

Formal apology from both Vodacom and CA Cell.

Reimbur*****t for the inconvenience and time wasted.