Cellucity - poor customer service

It is sad that I had to revert to this platform in the hope of getting service, but again as usual we as the client are left with no alternative

On Saturday,11/12/2021, I got a contract with Vodacom through Cellucity for the following: Xiaomi 11T Pro bundle including Robot Vacuum & earphones

On unboxing the vacuum did not start. After contracting the store on the Sunday, 12/12/2021, the sales Rep told me its not a problem they have a replacement i can just bring it in

At the store the Rep tested the device and confirmed it was not working and then came back with the story he could not give me a replacement as he cannot break a bundle (After he already opened the other unit he had in stock to confirm it will start) - so more that willing to sell a open-box item to a client??

After many back and forth with the store manager she confirmed on 13/12/2021 that they have contracted Xiaomi and they will replace the unit

Till date I have not received my replacement, and the store cannot give me an ETA as they keep on telling me they are waiting on Xiaomi, they have delayed so long that I cant even take back the entire package anymore, as its past my 7 days cooling off period (which i don't think is accidental)

I find this frustrating and completely unacceptable as: 1.) Firstly I was made to believe I will receive a replacement the next day by the store rep 2.) I am paying for something I don't have 3.) The store would rather keep the replacement and sell one more deal that to ensure the client they have is satisfied 4.) Me, the client, must be disadvantaged and having to wait by the store selling a defective product.

Although Xiaomi is the make it is Cellucitys responsibility to ensure customer satisfaction as they have linked their name to the product

I am also in the service industry and the rule #1 always is the client comes first, if you can make it happen, it must be done. I cannot believe that is 2021 the company cannot get an replacement within 1-2 business days, couriered from JHB.

I even gave them the option of giving me the value of the robot so i can go purchase one myself, but yet again they don't want to take the loss (even if they can claim it back from Xiaomi)

Seems like the days of companies going out of their way for service delivery is over and all they care about is stuffing their own pockets while we as the working class suffer further

Can i please get somebody from the Cellucity Head Office, that can make decisions, to sort this out for me before Christmas, as I've reached my breaking point

#Cellucity; #Xiaomi

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