Atrocious and shocking experience from this company!

24 Hour Mobility well, where do I start... I’ve been a client for more than 5 years, paying almost R700 a month for my 2 devices. One of my devices had accidental damage which occurred last week Tuesday. I registered the claim, received feedback that the claim was approved and that a courier company would be in contact to arrange collection of my device. I was then sitting in a pickle because I was needing to leave the country on Friday last week so to my surprise, Unathi from the claims department mentioned that because they wouldn’t be able to access and repair the device by Friday, I should take it to my nearest iStore. She (Unathi) mentioned that the iStore needs to access it and give feedback, if it was repairable, the iStore should fix it and the claims department at 24 hour mobility would cover the repairs.

So off I went, the nearest iStore from where I live is 300 km away in Port Elizabeth. I drove from East London to Port Elizabeth late Tuesday evening to be at the iStore first thing Wednesday morning. I explained the entire situation to the gent behind the counter, they accessed the device and concluded that it was beyond repair. The official device report was then sent to the claims department at 24 hour mobility where I was then contacted and told that the device won’t be replaced and that I still need to courier it to their assessors in Durban. At this stage I was livid as it went against everything I was told the day before. So, I did what I was told, I carried the cost of courier to Durban. I received notice that the device was received that they would repair immediately and send back to me.

What I couldn’t wrap my head around was the fact that the iStore had assessed the device as beyond repair, yet the claims department and their assessors claimed that it would be repaired, and it would be in 100% perfect working order. So, as I client of 5 plus years, I trusted them and let them go ahead. I was then contacted the same day and told that my device was fixed and ready to be couriered back to me. I was then told if I wanted it back ASAP, I should organize my own courier, which I did of course and carried that cost as well. I received the device on Friday morning but was only able to set it up and restore previous backups late afternoon.

Anyway, the backups were restored, and I was happy to have my device back. However, something still wasn’t right... the screen was still flashing, meaning bright and dull flashes, at first, I thought it was my eyes but nope, it was indeed flashing. Upon further investigation, I noticed the screen was not fitted properly and was slightly raised at the bottom were the *****s are. I then also noticed that there was no “mesh grid” at the bottom of the device by the speakers, this mesh is the dust resistant mesh.

It was now obviously late on Friday evening and the claims department doesn’t operate on weekends, so I called them first thing Monday morning to “complain” and explain why I am unhappy. I wanted to speak to Unathi, the lady that I dealt with as I did not feel like explaining the entire episode again. Till now, I’m still waiting for Unathi to call me back. A while later I received an SMS to say that my claim was registered and that their courier service would collect the device for repairs.

I then called again to speak to Unathi and let’s just say that conversation went south, and the call was put down in my ear. I then called back and requested to speak to a team leader. The team leader apologized for the service which I received and insisted the device get sent back to their repair centre in Durban for further investigation. At this stage I was boiling with fury. When the device first went to their assessors for repairs, I was told that my device would be in 100% perfect working order, but it obviously wasn’t. I then reiterated the point of the guarantee that I was given and told them I’ve lost faith in the insurance company and their assessors. Their team leader (name which I forgot) then guaranteed me again that my phone would be in perfect working order and if it’s not that I should send it for repairs again. So now I’m waiting for the courier company to come and fetch my device for a 2nd repair. I have lost all faith and trust I’m 24-hour mobility and will most definitely not be recommending any of their products.

BTW, all calls were recorded for quality and assessment, so yes there is proof of all the conversations I had with the claims department!