1 reviews | Active since Oct 2011
HORRIBLE SERVICE
<p>Claim submitted on the 02/05/2017, to date (20/05/2017) I am still waiting for my cell. Communication is non existent, I have to always follow up. When out of frustration I requested for my acc not to be debited my policy was cancelled by Roxanne even after I told them not to. One holds for over 15 minutes to get through to their call center where accountabillity is lacking. On Wednesday 17/05/2017 I held on for 20 minutes to speak to their manager Megan Hope who initially available, then went to refuse to take my call, then I was told she is busy on the line . I refused for their receptionist to placate me or "release my call" as she polite told me Megan eventually took the call to make promises to call me the following day I am still waiting. The call received on Thursday advised my repaired phone will be dispatched and that I'll have it yesterday 19/05/2017 but I am still waiting. I have dealt with so many people from Olwethu, Jabu, Jeethen, Nashren and Megan and none of them was able to assist. This is the company that insured my phone for R16 000 and wanted to increase my premiums saying that they cover the iPhone 6s for R17 000.00 whilst the current price for iPhone is R11 999.00. How long does it take for a phone to be repaired? If they cannot repair as their contract states, why can't they replace it. Customer service is non-existant!!!!!!!!!</p>
Good Day,
Thank you for bringing this matter to our attention.
We are very sorry to hear of all of the frustration caused as this is not the kind of service we expect our clients to receive.
Please be advised that I have escalated this matter to management at the underwriter’s office for review and investigation.
Your device was dispatched today and I will email you the details shortly.
We appreciate your feedback provided as only through customer feedback such as the above can we address and improve service issues.
Kind Regards
Lavona Sylvester
Claims Team Leader - Complaints
***
Good Day,
Thank you for bringing this matter to our attention.
We are very sorry to hear of all of the frustration caused as this is not the kind of service we expect our clients to receive.
Please be advised that I have escalated this matter to management at the underwriter’s office for review and investigation.
Your device was dispatched today and I will email you the details shortly.
We appreciate your feedback provided as only through customer feedback such as the above can we address and improve service issues.
Kind Regards
Lavona Sylvester
Claims Team Leader - Complaints
***
And the saga with 24 hr mobility continues.....the phone was received on the 22/05/2017 & I discovered that the screen was loose so I sent an email to Lavona Sylvester on the 26/05 to advise of the issue with the screen. Her email response on the 30/05/2017 was "Please be advised that I have submitted your below repair query to the underwriter to arrange for recollection of the device. They will also inform you of the SLA for recollection" to which I advised that in addition to the screen not being fitted properly, the phone had started to swith on and off on its own and that the touch screen functionality was also faulty. No response was received and the phone was only picked up on the 05/06/2017. I sent a follow up email to Lavona on the 09/06/2017 to confirm ETR as no SLA was provided by their underwriter and her response was that the repair centre is waiting for the passcode or pattern to unlock the device which no-one had contacted me to request, nonetheless the passcode was provided and Shahil Singh this time responded to say
the information was passed onto the repair centre and as soon as there is feedback he will notify me accordingly accordingly. On the 13/06/2017 I followed up and was told the phone with QA.
It is now the 19/06/2017 and I suppose I must again follow up...........what type of service is this???????????????
And the saga with 24 hr mobility continues.....the phone was received on the 22/05/2017 & I discovered that the screen was loose so I sent an email to Lavona Sylvester on the 26/05 to advise of the issue with the screen. Her email response on the 30/05/2017 was "Please be advised that I have submitted your below repair query to the underwriter to arrange for recollection of the device. They will also inform you of the SLA for recollection" to which I advised that in addition to the screen not being fitted properly, the phone had started to swith on and off on its own and that the touch screen functionality was also faulty. No response was received and the phone was only picked up on the 05/06/2017. I sent a follow up email to Lavona on the 09/06/2017 to confirm ETR as no SLA was provided by their underwriter and her response was that the repair centre is waiting for the passcode or pattern to unlock the device which no-one had contacted me to request, nonetheless the passcode was provided and Shahil Singh this time responded to say
the information was passed onto the repair centre and as soon as there is feedback he will notify me accordingly accordingly. On the 13/06/2017 I followed up and was told the phone with QA.
It is now the 19/06/2017 and I suppose I must again follow up...........what type of service is this???????????????
Dear Neo,
Thank you for your feedback.
Please be advised that your handset was dispatched on 15/06/2017.
You will receive the waybill detail shortly.
Kind regards,
Lavona Sylvester
Claims Team Leader
***
Dear Neo,
Thank you for your feedback.
Please be advised that your handset was dispatched on 15/06/2017.
You will receive the waybill detail shortly.
Kind regards,
Lavona Sylvester
Claims Team Leader
***
This is ridiculous!!!!!!!!! Now I must make follow ups with a courier company? I do not remember signing up a contract with a courier company
This is ridiculous!!!!!!!!! Now I must make follow ups with a courier company? I do not remember signing up a contract with a courier company