Very bad service experience

• On 14 January 2026, my iPhone 13 Pro Max was collected by The Courier Guy on behalf of The Real Repair Company. • The device was sealed in an envelope and in perfect working condition, with the only fault being the back camera not functioning. • A few days later, I received communication from Discovery indicating that the back camera could not be repaired and that a payout would be made for the old device. • I then contacted The Real Repair Company to arrange collection of my phone. I was informed by their manager that the issue was allegedly a Face ID sensor, which they claimed could not be repaired due to unavailable parts.

• I collected the phone on 20 January 2026, packaged in a cellphone box. • Upon opening the box at home, I discovered that the phone was returned in two separate pieces, not assembled, and the screen protector was severely damaged. This condition was not how the phone was handed over to them. Please see photo's included.

I immediately contacted The Real Repair Company. They acknowledged and apologized for returning the phone in pieces and confirmed that it should not have been returned in this state. After initially requesting that I bring the phone to Sandton, they apologized again and arranged a courier to collect the device.

This morning, I was contacted with a new and contradictory explanation, alleging that the phone has a swollen battery and that I must come in to transfer data as the battery allegedly no longer works. This explanation was never raised previously and contradicts earlier versions provided to me.

The phone was in perfect working condition besides the fact that the back camera did not work. The lady does not have any explanation for this.

Please be careful. Make sure you take photo's and videos of the phone before when sending the phone to them. They are even approved by Discovery Insure, but I have laid the complaints with Discovery and awaits feedback.