Absolutely not customer care orientated.

<p>I went to the Vaal Mall branch of Cape Union in Vanderbijlpark to get lifetime maps for my GPS unit. Without any hesitation the responsible person took my GPS to check if I qualify for the maps. I told him I want to purchase lifetime maps, because I did not qualify for it. While he was phoning around to check if he can get stock of the lifetime maps from any of the Cape Union Mart branches, which apparently all branches were out of stock, he updated my Garmin software for me in the meantime. </p> <p>After that he advised me the best will be if I purchase the lifetime maps myself from Garmin online at my cost. That evening (Sa****ay the 7th of May), I purchased the lifetime maps from Garmin online. This was the first time I have started up the unit after Cape Union Mart Vanderbijlpark did the software update for me. The unit went completely hay wire. Some files were missing and it did not work as it was supposed to. I went back to Cape Union Mart the Monday the 9th of May, the responsible person there tried to fix the problem, which we thought worked, but there were some issues still. We booked the unit in and it was sent to Garmin SA to fix. </p> <p>Garmin SA came back and said the unit cannot be fixed. They are willing to sponsor me a new unit at a reduced prize, and seeing that the new unit comes with the Lifetime maps they are willing to refund me the Lifetime maps I purchased just a few days ago, as well. </p> <p>I have phoned Cape Union Mart HO in Cape Town ***) first thing Thusday 12th of May , asking if I can speak to their customer care deaprtment, I was put through to an automated system asking me to leave my name and number with a short desription of the issue, which I did. Twice on the 12th of May I have phoned them, the same thing.</p> <p>Friday morning I phoned again andspecifically asked them not to put me through to customer care, I spoke to a lady, taking all my details, discussing an e-mail I have sent in the meantime to them, confirming she would look into the matter and get back to me.</p> <p>I have in the meantime made another few calls, leaving messages, even to the manager of the Customer care department. In the meantime I spoke to the assistant manager at the Vaal Mall branch (Me. M vd Merwe), the manager is never available. The first assistant manager I ever encounter with such a horrible attitude.</p> <p>Obviously according to her it is not their problem, but she will look into the matter and get back to me, with no avail. Nobody got back to me up to now.</p> <p>I had some more discussions wit Garmin SA and purchased a new unit through them, unfortunately I had to buy it at this specific store. I told all parties on several occasions I need to have a unit as I use it on a daily basis.</p> <p> I had ordered a pair of binoculars from this store as well, but feels like leaving it with them.</p> <p>I was just thinkng, this is rediculous : This gps unit went haywire after a software update was done by Cape Union Mart, not that I have asked for this update, Garmin is willing to replace the unit at a reduced price as well as refunding the Lifetime maps, but I still need to carry the rest of the costs of replacing the unit. All I did was taking the unit to Cape Union Mart to enquire about Lifetime maps, and now I have to replace the unit because of something I didn’t even ask for.</p> <p> I really feel that Cape Union Mart Vanderbijlpark, Vaal Mall can also take some responsibility for the events following the request to purchase lifetime maps.</p> <p>Their non existent customer care department at Head Office is of no use to the customer whatsoever, they are never available, and their store manager (never available) and incompitent assistant manager, for whom I am still waiting, is not helping the Cape Union Mart customers of South Africa anything.</p> <p>This is the worst service I had from any company in years.</p> <p> </p>