The Prophecy Shop Complaint

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SUPPLIER	The Prophecy Shop	INDUSTRY	Retail
BRANCH / AREA	Johannesburg	COUNTRY	South Africa
TIME / DATE	15:01 Mon 29 Aug	PERSON RESPONSIBLE	Staff
CUSTOMER	werty	View all reports by user	0 10
PROBLEM	Damaged goods/Overall ...	Post this report to your Facebook page Post this report to your Twitter page
INCIDENT	Mon 29 Aug
HEADLINE	Waiting for a response
We ordered a computer in March/April this year. End July the computer starts giving problems and we suspect its the harddrive, so we take it back to the shop in Johannesburg. Almost a week goes by and we phone them up, and they say, "oh it was ready three days ago". Now what kind of service is that??? Do you guys not let your customers know whats going on??? Ok, so we fetch the new harddrive and we try to install everything again and AGAIN it still gives problems!!! So now we take the WHOLE PC BOX to the store and they say that they will lokk at it and let us know. This was two weeks ago! In the meantime, we have phoned them three or four times, every time being promised that they will get back to us! And what a surprise.... NO RESPONSE!!! I phoned them this afternoon at 13h12 and the guy told me that it was the harddrive and it should be ready to pick up this afternoon or tomorrow. So I ask him how is that possible since it is a new harddrive that they gave as in the first week of August! Does that mean we got another broken hdd?? He said he will check it out and get back to me in an hours time. Now I know their response is a load of ****! WHAT HAPPENED TO OUR PC AND YOUR SERVICE Add a new The Prophecy Shop Report Inappropriate report?
SUPPLIER'S RESPONSE	The Prophecy Shop	Time and Date	15:58:05 \| Mon 29 Aug 11
Hello werty, I'm sorry for the experience you've had - I know it's very frustrating to purchase a new machine and then have it causing problems. I will follow up with my staff on why your queries were not properly handled, and re-iterate that the service you received is not acceptable. I have gone over the machine myself, and I can confirm that it is definitely the HDD that failed. Having two hard drives fail in succession is very unusual, and I can't tell you what has caused this to happen.. I know it's very frustrating, and I'm sorry you have had this experience! The machine has passed all of our testing, and is ready to collect at this point with a new, replaced drive. However, as you did not purchase windows from us, an OS is not installed. If you would like us to install Windows on your machine and confirm that everything is working 100% with your software, we are happy to do this at no charge - please contact me so I can get the discs from you. I have tried to call you more than once this afternoon, but thus far have been unable to get through. Once again, I'm sorry for the inconvenience you have experienced. Regards, Paul Johnston
UPDATED RESPONSE	The Prophecy Shop	Time and Date	15:11:16 \| Tue 30 Aug 11
Hello werty, Just to confirm I've been unable to get through to you both today and yesterday on both the phone number you provided on your order, and the number on Hello Peter. Can you please contact us on 011 888 2858 so that we can solve the situation for you as soon as possible. Once again, I apologise for the inconvenience you have experienced. Let me know if you have any questions or queries. Regards, Paul Johnston