Pathetic service

Good day

I paid my access fee on the 3rd of March 2019 after my claim was approved and received the confirmation email on the following day stating, see below:

“Good day Kabelo Maloka

Thank you for the attached proof of payment. Kindly be advised that your device will now go in for repairs. Please note that the repairs can take up to 7 Business days depending on part availability needed to complete your repair”

On the 8th March 2019 received the SMS stating “Dear valued customer, your payment has been received and your device is queued for repairs at regenersis”

So I called the repairs and they blamed Csurance for late confirmation on approval for repairs then I called Csurance, I spoke to Zinceba something happened I hang up and called again spoke to Makoma she tried to assist and advised me to check with repairs department so I called repairs again, they blamed insurance (blame game) while I’m inconvenienced.

I decided to call insurance again and understand when I will get my devise this time I spoke to Charmain whom I requested to speak to the supervisor and she tried to assist and she failed and I now demanded to talk to the Supervisor, she placed me on hold and came back to tell me what her supervisor advised her to say to me. I send her back telling her that I requested her supervisor not for her to go get more clarity, Supervisor came by the name of Pearl.

As I was trying to get answers from Pearl as when am I going to get my device after the SMS that I received today, she told me that the device is with the manufacture and she does not know as when my phone will be back.

She then told me that “I don’t have control over what happens once the phone is sent for repairs” . So for me the answer that I got from her is Csurance does not care what happens on my device once I pay access they will send it to be repaired and me as a customer must wait no matter how long it might take.

For me I believe that there must be a service level that must be attached with the customer goods so I can be told that after paying access it will take this long to get my phone, not to be technical and say depending on part availability needed to complete your repair.

So I escalated to their escalation department after not getting joy and the response was they will follow up with repairs and come back to me. I'm still waiting it's been three days now.