Gratitude misguided

It is with disgust that I am forced to write this complaint and it is purely out of the need to force the store to take customer service seriously.

I have so frequently had issues with poor service at this particular shop that I now revert purely to communicating with them via email. I have a medical condition with a serious brain tumour that causes me limited ability to speak sometimes so I often get frustrated verbally so written communication flows better.

The staff are so *********** in every aspect that I cannot speak to them due to the unimaginable levels of frustration so email becomes my option.

On Thursday last week I decided to apply for the HP 250 laptop offer from Eastgate cell c. They always offer fantastic support and are extremely competent. They approved me for the deal and started attempting to source me the machine. They said they would order me the computer but that it was only available in a few weeks.

They would contact me when they have one. My husband has business dealings with the management at Rosebank so he called and ordered me the HP250. Yes no problem will source it for you now. By the time I went to collect the machine on Friday afternoon the contract was printed machine there excellent. I was so stunned by the service that without hesitating I signed the paperwork and with smiles walked out of the shop.

On Saturday morning when I started needing to set the equipment up I realised after opening the box that I did not in fact have the HP 250 but the HP15. I was furious. Checked the contract. I had signed for the 399 contract for the HP15.

I was furious and very disappointed. Sent the following email to the store management.

Hi Abraar

Maria here.

I am again very disappointed by the “service” at Rosebank.

Rush rush rush rush.

Contract put down let me sign.

I got what you wanted… says the manager. So like a trusting fool I believed him and didn’t check.

UM no. Not at all what I wanted. Alex will be returning the machine as it is not what Alex ordered.

I went to east gate and was approved for the 699 laptop deal. They were going to source one for me. Then Alex felt he knew better service.

I now cannot work. Cannot finish my exams or even send or operate my own emails.

Please consider my contract terminated as I am horrified disappointed and stunned by the lack of interest in the service provided. I feel like someone needed a contract number or needed to reach their target so just shove any old **** at Maria.

Please assist asap. I do understand it is weekend but I am totally stuck and now beyond frustration.

Maria

This was the reply:

Hi Maria

Spoke to Alex earlier.

We only ranging one laptop and the specs are clear.on the deal sheets advertised.

If you not happy you can return the items and will process a cancellation.

Sorry the HP15 laptop is the only laptop we currently stocking

Kind Regards Abraar Bhamjee +2784*********** Sent from my mobile

To which I was very stunned. Just return and cancel no option to source?

So I sent this email. I wrote to the man attempting to convey that I was grateful for his assistance however that what he had done and said had not helped me. So I wrote the following:

Hi Abraar

Thank you for your assistance.

I am now stuck with a machine that doesn’t meet the specs I need and I have not been provided with the options I require. I could have got the same deal that I got at Rosebank at Eastgate. Eastgate were prepared to order me the 250 i3 as stated previously. They said week to 3 weeks. So my question is. Why does Rosebank actively advertise stock that you won’t provide? Draw permanent marker crosses through the advertising material or have the staff say sorry we can’t get you that one. Stickers saying out of stock customers would understand.

Bottom line is that I don’t even have the data requirement I wanted. Want the HP250 with 1T hard drive. 6 gigs of data 3 day and 3 night was my requirement. With the HD screen. I have 2 day and 2 night. So wifi isn’t even being unboxed.

I genuinely find the attitude of “oh well were out of stock so take it or leave it” offensive. Just return it and cancel the contract? I don’t even get the option of ordering in the HP250? When Eastgate would have?

Alex and Beishen have resolved nothing and I sit with a contract that I am unhappy with not to mention a ridiculous machine.

Thank you for attempting to resolve this but I have genuinely just got to the point where I give up and don’t actually know what to do from here. As you are aware money does not grow on trees and if this is the only option I have some decent store communication to that fact pre delivery would have been the proper way of servicing a client.

My old machine does work -for now – however it is in the throes of a slow death so I was being proactive. There was never any need for rushed service. So I genuinely feel like I have made a huge mistake. My intention was to upgrade by increasing my expenses not increase my expenses and farm backwards with a worse machine than I own now.

So right now I pay 399 per month for a dust collector in a box in my cupboard. If any proper communication had been done by store with explanations of what was available and what wasn’t I wouldn’t even have wasted your time or Beishen’s. I would have bided my time at Eastgate. As I said before that’s when Alex called Beishen and promises were made that sounded amazing. I’ll find you one. Great.

I am genuinely disappointed and going around in circles is not resolving my problem. It is just causing me distress and nothing is apparently going to be resolved further.

So please just forget I emailed you this morning. I will unpack the new equipment if and when my other machine dies.

Thank you again for hearing me.

Maria

So my husband gets a call from the very Muslim man - my daughter answered as my husband was sleeping and Abraar Bhamjee refused to speak to me. I assume because I am a woman? or is he unable to service a client? He has complained to my husband like a little child that he has taken horrible offense to my email.

My email where I thanked him for trying to help me? My email where I simply pointed out how his staff could have handled it differently? I emailed management out of respect for them and their staff as I didn't want to get frustrated and thereby lose my ability to communicate verbally because of my tumour. So apparently the management of Cell C Rosebank are such insecure little people that even an email saying thank you however I am genuinely disappointed has me now being the bad guy.

I will never do business with anyone at the Cell C Rosebank Sandton or any other Y Cell owned stores.