Cheated byTenacity (Ackermans)

<p> </p> <p>18 August 2016, I purchased a AG Mobile Ghost Cellular phone from Ackermans in Sandton City for R1999.00. It started to malfunction on 03 September 2016. I took it back in the morning of the 5th Zakes Magatha received the phone. He advised me that repairs take 14 days and he would have the phone collected the very same afternoon. I left him with all the required documents and my contact details. 14 working days later I called to establish if the phone is ready for collection. Zakes was to call me back that morning, he never did. On the 26th I drove to Sandton to collect my phone. Zakes informed me that the phone was returned the next day due to that it had a password therefore could not be fixed. I asked him why he did not contact me regarding this. He had no response, I asked him how he proposed to resolve the matter, he stood there unresponsive. I left him with the password and now my original purchase slips. I left instruction that the phone must be prioritised as I was inconvenienced by this delay. I returned on 12 October, Zakes informed me that the phone was only collected the previous day (11/10). I requested to see the manager, Lindiwe had no idea how to resolve the matter. I requested that they contact Head Office, Lindiwe refused and said that her Superiors are in a meeting, she refused to give me their contact details. I flatly refused to leave the store until the matter was resolved. Lindiwe went into the back room in the store to come back with an Indian lady, whose position was not made known to me. They both insisted that they are not going to give me a temporary phone nor will I be refunded of my money, all they could do was follow up on repairs. I insisted that the matter must be resolved no later than my lunch hour. I left the store to cool down. On my return Lindiwe told me that the their Regional Sales Manager, ***lord Snyman advised them to tell me that there is nothing they can do as the matter was a "OUT OF THE BOX EXPERIENCE", meaning that it is not their fault that the device malfunctioned as I had already opened the packaging, therefore they are not obliged to even repair the device. Upon asking to read to them their T's & C's, I insisted that I'd rather they refunded me as it seemed clear that this was avoiding to satisfy but cheat the customer. I, again asked Zakes what the solution could be. All he could do was loudly hurl insults at me as he clearly seemed unapologetic and downright disrespectful of his work environment and the customers as the store was full. At this point is was clear that Zakes had absolutely has ill regard for customer service, the reputation of the store/ employer. During the encounter when Zakes as swearing at me, it dawned on me that I have, a couple of weeks before while shopping at the same store, overhead 2 sales ladies talking about the same Zakes, who **********ly gained access to a service till by using another employee's password, an experience, I chapped in to advise that ladies that they must report this person as they. Then I had no idea it was the same man who was now yelling insults when he is responsible for an unnecessary delay of repairs to a phone I bought with my money.</p>