I handed in my damaged Samsung SII cellphone at your Kolonnade branch on Tuesday, 10 Sept '13 for repairs. Upon your investigation my claim was repudiated. The Insurance department indicated any claim made on the phone is subject to the use of the initial SIM card that the phone was issued with.
I took out my 2nd Cell-C contract about a year ago with a need for a technologically more advanced phone. My initial account statement alerted me of additional costs that I queried and was told that the additional amounts deducted were mandatory Cell-C insurance cover INCLUDED in my package. I indicated to the contact centre consultant that I am using my 1st contract SIM card on the phone and was told that the cover is confined to the phone and that it would not be a problem if I change SIM cards. I was at NO point told that the insurance cover is applicable only for the SIM and the phone. They are refusing to fix my damaged phone thats insured with them after i was told by the branch and the call centre aswell that i can use my other cell c simcard in the phone.
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