The Prophecy Shop Conversion
 SUPPLIER |
The Prophecy Shop |
 INDUSTRY |
Retail |
| BRANCH / AREA | Linden | COUNTRY | South Africa |
| TIME / DATE | 11:01 Mon 29 Aug | PERSON RESPONSIBLE | Chris |
| CUSTOMER | janhenkk | View all reports by user |
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| PROBLEM | Repairs / Servicing |
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| INCIDENT | Mon 29 Aug | ||
| HEADLINE | Bad after sales service |
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I returned a media player for repair/check. I was told it would take two weeks to supplier and back. After two weeks sent e-mail - no response. I phoned and was told that it would be back the Thursday or Friday - nothing happened/no feedback. Phoned this morning and same promise - back today or tomorrow. No feedback. Based on the after sales service I will think twice before I purchase from this shop. That said the delivery of the item I ordered initially was prompt. |
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| SUPPLIER'S RESPONSE | The Prophecy Shop | Time and Date | 13:40:35 | Mon 29 Aug 11 |
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Hello janhenkk, I'm sorry for the service you received, it's definitely not the level of service we aim to give. Unfortunately we were given incorrect information from our supplier on when we would receive the new unit back, and the exception on this was not correctly handled - when the unit did not arrive on Thursday or Friday, you should've been contacted with an update. After your call this morning we have followed up with the supplier on the product, and were waiting for an ETA before calling you back with the options. The swap out has been approved, unfortunately both us and the supplier are out of stock on the unit, and therefore we are unable to swap it at this point. I'm 100% happy to give you a full refund on the product, or to look at an alternative for you, or to wait for stock to come in of the original unit. At this point I do not have a firm ETA for when new stock will come in, as soon as I know an ETA for the new product, I will contact you to let you know. I will also investigate how this RMA was handled, and see how we can make changes internally to make sure that the correct process is followed. Once again, I apologise for the frustration on this RMA. Regards, Paul |
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| UPDATED RESPONSE | The Prophecy Shop | Time and Date | 15:21:04 | Tue 30 Aug 11 |
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Hello janhenkk, Just to confirm our conversations from the last few days, we are currently waiting for stock of the upgraded unit, which we expect to receive tomorrow. I will call you to confirm once we have received this unit. Let me know if you have any questions or queries. Once again, I apologise for the delay on this RMA. Regards, Paul Johnston |
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| CUSTOMER'S FEEDBACK | janhenkk | Time and Date | 07:30:02 | Fri 2 Sep 11 |
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Quite Impressed:
Thanks Paul, At last we can watch movies again. The new player is working fine. regards Henk |
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