JG
Jacques G
1 reviews | Active since Dec 2015
04 Jan 2019, 17:38
Absolute appalling service
Customer service absolutely non existence. Read the reviews on HelloPeter and never trust your business in the hands of SureSwipe. We app**** for a card machine and everything was good untill they came to do the installation. The representative, Kelly Rabe, came to our premises to 'install' the machine for us. We were not around when she did the installation but she could not get the machine to connect and function AT ALL. She then told our bar lady she had to leave and we should contact their call center to resolve the issue. What reputable company leaves the customers with a faulty device and tells them to sort it out their-selves. Absolutely unacceptable. We then called the call center and asked for a call back since this is not our problem and should not be on our expense. We were told SureSwipe does not do call backs, and if they do, we should appreciate it. Very unprofessional. We did get a call back and we could not get the machine to work. We told SureSwipe this service is unacceptable and we would like to cancel and they should come and get their machine, we made it very clear we are no longer interested. Absolutely ignored our request and came out to 'fix' the problem. Kelly walked straight passed me to the machine, whilst on the phone, and fiddled with it trying to get it to work. Eventually when she hung up the phone, I told her, we made it very clear we do not want the machine anymore and she should just take it. I was then informed she is not allowed to take the machine a technician has to. Then why not send a technician out if we clearly told them to take the machine? So in other words they just disregarded our requests? We then mailed SureSwipe again in regards with cancellation and still awaiting a reply.
In my honest opinion stay away. In my other business I use Ikhokha and they have brilliant machines and customer service. We were in a pinch to get a card machine and SureSwipe full of promises assured they will be able to assist us before the peak season, but failed miserably.
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Replies (2)
Adumo's replyOfficial
08 Jan 2019, 12:57 Dear Jacques We are deeply sorry that your experience with Sureswipe was unsatisfactory; we pride ourselves on personalised service and endeavour to follow up on all complaints received. We followed up with our team to better understand what happened with your installation and noted the following: Kelly Rabe is our expert sales consultant who wanted to give you the best service and tried to help you set up your machine. She is not a technician but really wanted to help you and her only intention was to assist you as quickly as possible. As a business we want to take responsibility for our mistakes, this means we need feedback like yours to help us grow. Our mistake was to send a sales person to do the job of a technician. No matter how good our intentions were at the time, we have let you down and for that we are deeply apologetic. Thank you once again for bringing this to our attention. We will strive to take your feedback on board and do better next time. We are very sad to see you cancel and will ensure that your machine is collected soon. We wish you and your business the best of luck. Kind regards The Sureswipe Team
Best regards,
Adumo's reply08 Jan 2019, 12:57
Official
Dear Jacques We are deeply sorry that your experience with Sureswipe was unsatisfactory; we pride ourselves on personalised service and endeavour to follow up on all complaints received. We followed up with our team to better understand what happened with your installation and noted the following: Kelly Rabe is our expert sales consultant who wanted to give you the best service and tried to help you set up your machine. She is not a technician but really wanted to help you and her only intention was to assist you as quickly as possible. As a business we want to take responsibility for our mistakes, this means we need feedback like yours to help us grow. Our mistake was to send a sales person to do the job of a technician. No matter how good our intentions were at the time, we have let you down and for that we are deeply apologetic. Thank you once again for bringing this to our attention. We will strive to take your feedback on board and do better next time. We are very sad to see you cancel and will ensure that your machine is collected soon. We wish you and your business the best of luck. Kind regards The Sureswipe Team
Best regards,
JG
Jacques G's updateReviewer Update
08 Jan 2019, 13:15It’s a shame your Hello Peter replies are quicker than email replies. Still waiting for a reply on the cancellation email.
JG
Jacques G's update08 Jan 2019, 13:15
Reviewer Update
It’s a shame your Hello Peter replies are quicker than email replies. Still waiting for a reply on the cancellation email.