Refusal to repair, refund or replace my phone

Dear Truworths Customer Service,

I hope this email finds you well.

I am writing to formally lodge a complaint regarding a Huawei Nova Y63 cellphone that I purchased for R3000 on 20 January 2026 at Truworths Birch Acres Mall, Tembisa. The sales consultant who assisted me during the purchase was Amelia Bhali.

Around 27 March 2026, I returned the phone to the store due to technical issues that started developing shortly after purchase. The phone was experiencing network problems and would consistently reboot itself after a few minutes or hours of use. Eventually, after continuously rebooting, the screen went completely blank and the phone stopped functioning properly.

I then took the phone back to the store, where it was booked in for assessment. To my surprise, I later received a quotation amounting to R3639.00 for repairs, including labour charges of R422.61. I was informed that the charges were due to alleged liquid/water damage found on the device.

I strongly dispute this finding because the phone was never exposed to water or liquid damage. The issues experienced were clearly technical and related to the device’s performance and functionality.

Furthermore, I noticed on the pink “Customer Return Document” under Section E that the sales consultant assisting me selected incorrect problem categories that are unrelated to the actual faults I reported. The correct issues should have been recorded as “start-up & stability problems” and “network connection problems.” I do not understand why unrelated issues were selected, and this has caused concern regarding the handling of my claim.

As the device is still within the 6-month imp**** warranty period under the Consumer Protection Act, I believe I am entitled to a remedy for defective goods where the defect is not caused by misuse or physical damage. In terms of the CPA, I respectfully request one of the following remedies:

• A full refund • A replacement device • A free repair at no cost to me

I kindly request that this matter be investigated urgently and resolved fairly. I would appreciate written feedback regarding the way forward as soon as possible. yours faithfully.