Unacceptable and Poor Customer Service

In August of 2018 ADI Global Distribution South Africa in Cape Town was approached to provide us with a Hikvision CCTV Solution for a client of ours in East London. Order was placed and paid for in full , arrangements was made in advance with our sales consultant, for the equipment to be couriered directly to site. We flew down to East London to carry out our installation as planned, however the stock never arrived, a new order was promised for the following day which also did no happen. It eventually resulted in us leaving East London as per our booked return flights, without being able carry out our installation for our client. It was then agreed with the same consultant that he would arrange for a new stock order to be placed and re-sent and he also agreed to provide and pay for a new flight down to East London to complete our installation. Unfortunately after much delay and promises made, this also never transpired into anything. It was then agreed that he would arrange for someone in the area to complete our installation on our behalf, which also did not happen. In fact to date this order is still not quite complete. Stock eventually arrived on site almost 2 months later and was not quite what we originally ordered. We tried resolving it with their new branch manager towards the end of last year, however after contacting him, trying to explain and state our case, we were told that their sales people cannot make such arrangements with customers, and they would not be able to take responsibility as it sounded like a courier issue , even though it was they own courier service they provide to customers. Clearly this was going now where slowly. To date this has never been resolved. We feel that it is fare to state that this type of service level, lack of customer care, and not being prepared to take responsibility for their incompetence is totally and completely unacceptable. Furthermore what is most disappointing, ADI Global Distribution promotes themselves as a leading security products supplier, who's strategy is to partner with their customers by offering them a wide range of great products and solutions, positioned at the best possible price while providing the best service and customer support to meet their customers needs. Clearly this has not been the case in our experience and as a result thereof we have come to the realisation that we can no longer support ADI Global Distribution- Cape Town, as one of our preferred suppliers for obvious reasons, as the service levels we render to our end-users, is only as good as the back-up, service and support we receive from our suppliers.......it's that eezi!