Terrible Customer Service

<p>Last week my DSTV Eplora decoder decided to pack up so I had little choice but to take my decoder through to my local DSTV Agency - Aerial and Satellite Excellence in Greenstone Edenvale. </p> <p> </p> <p>I get there with the decoder and 2 small children in hand only to be given a ticket and told to wait in line. Approximately 2hrs go by before I'm actually assisted only to be told I need to swap out my faulty decoder with a new "refurbished" decoder. </p> <p> </p> <p>Ok, so no big issue thus far. Although somewhat irritating this experience was expected. However, I get home only to discover said refurbished decoder also has a fault.</p> <p> </p> <p>So this afternoon I make my way back to Aerial and Satellite Excellence with decoder and 2 small children in hand. I explain to the staff that I queued for 2hrs last week and was given a faulty decoder and that I would just like to swap this out for another decoder. </p> <p> </p> <p>In return I get the "default" response "take a ticket and stand in line". Obviously, I took exception to this and got somewhat irritated as the expectation was for me to wait in line for another 2hrs again?</p> <p> </p> <p>I asked the staff member to escalate this to the store manager as, in my opinion, this was below par customer service.</p> <p> </p> <p>The manager chose not to discuss the issue with me but to rather send the staff member back with the response that I should take a ticket and wait in line and there was nothing further they could do for me.</p> <p> </p> <p>I advised the staff member that this response was unacceptable and that I wished to see the manager. After an extensive period of time waiting for the manager she eventually peered her head over the counter. As opposed to discussing with me in person, she rather chose, in front of all other customers and in a loud tone of voice I might add, that they can't help me and I must take a ticket and refused to assist me before all the other customers.</p> <p> </p> <p>I tried to explain the issue to her but she was adamant, rude and dismissive in her responses to me. All the while, every customer in the store looking on, whilst we're arguing the matter and the situation escalating.</p> <p> </p> <p>I eventually had to leave the store with no resolution, as I had my children with me and feared the situation would escalate to a point that would upset them.</p> <p> </p> <p>I have never experienced such unprofessional and lackluster customer service in my entire life. I would expect better from a company with the word "Excellence" in the company name.</p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p>