Mtn
Replacement phone faulty out of the box

Please help me to understand the cellphone repair policies

My Blackberry Z10 went dead after 2 months, sent in for a warranty assessment, and 8 days later replaced by new one. When they opened the new one in the store, it was also faulty, out of the box. Now I was told that the support process is to send this new replacement phone, which came faulty out of the box, also for a warranty assessment, and I might have to wait another few days? Why do I get penalized because of a phone that comes faulty out of the box? Is this standard procedure? Why could they not open another Z10 which was in stock, and gave that one to me?

I don't query the fact that the replacement phone is also faulty - I know these things happen - I just don't understand why the waiting period - without having a phone - is now my problem, because the replacement brand new phone came faulty out of the box.

If this happen again, can I cancel the Z10 contract, and continue on a Samsung contract instead, or can I get the contract cancelled based on the Consumer protection act?

Kind Regards

Company: Mtn
Country: South Africa
City: Support

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