Kamogelo L

Poor service at Russells from management and head office

I am extremely frustrated with the poor service from Russells Cosmo City and their head office. I purchased a pre-owned iPhone 12 with a reported battery capacity of 92%. After only one month of use, the phone displayed a message that the battery is not recognized as a genuine iPhone battery, and the battery health dropped to 0%. This clearly indicates the phone was sold in a defective condition. I returned the phone under warranty, and it was sent in for repairs. However, I have received no communication or updates unless I follow up myself. It has now been nearly two months, and I am still paying for a phone I cannot use. When I contacted the head office, I was told they cannot proceed with repairs because my iCloud is active. This was never properly explained to me beforehand. What is even more shocking is that a consultant from head office told me to “ask around for another iPhone” so I can log into my iCloud and remove it myself — despite the fact that I currently do not have a working phone. This is completely unreasonable and unprofessional. I also logged a complaint with head office, and I received an SMS saying my case has been resolved, yet I still do not have my phone or any proper resolution. This is unacceptable. Russells has failed to provide a working product, failed to communicate, and failed to resolve my issue. I expect urgent resolution in the form of: * A repaired phone returned immediately, OR * A replacement device, OR * A full refund, as I have been paying for a phone I have not been able to use for two months. If this matter is not resolved urgently, I will escalate it further through consumer protection channels.