CHECKERS BETA APP LOSES ME MONEY WHILE SIXTY60 CAN'T FIX IT

For two weeks, I have been struggling to get Checkers Sixty60 to fix my Beta app, which is refusing to load any products. I have called the helpline seven times, and sent half a dozen mails. Earlier today (Monday, September 2) I called again and held on for 15 minutes before someone answered; I gave her my reference number, she asked me to hold on and disappeared. When she didn’t come back for another five minutes, I rang off. This is so disappointing. My husband and I have been happy and prolific Sixty60 customers since shortly after the app was launched. The service has been marvellous – so good, in fact, that I immediately signed on to the Xtra Savings option. Then I was asked to trial the Beta app, which was an improved version of the original app. I was delighted with it – until suddenly, on August 21, it refused to load. My screen said: “We had an issue loading your products. We’re sorry about that. For now you can access your profile and personalise your Xtra Savings.” It’s still saying it. And I can’t personalise my profile because it won’t let me. I called the Sixty60 helpline on the morning of August 21 and explained the problem. I was given a reference number and asked to mail a screenshot of the “issue loading” message, which I eventually managed to do. The following morning, having heard nothing back, I thought I’d try the classic IT fix-it method and deleted the app, then reloaded it. Same problem. So I tried loading the old app again, but the system prevented me from logging in. I reported both issues in an e-mail. Three minutes later I received an automated response to the wrong name, giving me another reference number and telling me to “not hesitate to contact us if you have any further queries”. Some hours later I received an e-mail telling me that “the app has been rectified”. I was instructed to delete my delivery address from the profile menu and reload it, then close the app and re-open it. I tried. Every time I tapped on “Saved Addresses” in the profile menu, the app shut down. After four tries, my phone helpfully informed me that “the Checkers app keeps closing down”. The next morning I sent another mail, setting out the problems in detail. I also explained that I was losing patience, and losing money: we were using the old app on my husband’s phone, but since he was not signed on to Xtra Savings we were having to pay the R35 delivery fee. By then, I had paid R70, which I would not have paid had I been able to use my phone and my app. I then heard nothing, so I called the helpline the following day. I explained the situation – again – and was told that the agent with whom I had been dealing was not at work. I asked if this meant the entire process came to a halt, and was basically told Yes. I was upset, and said so. I was told there had been problems with the app, but they had all been resolved. I was an exception. I was promised the matter had been escalated to “ the tech team”. Oh and by the way, the old app won't work on my phone because I have the Beta app! I gave it a couple of days, then called back and complained – again. I told my story – again. I was told it had been escalated – again. By now it was August 29. This had been going on for eight days. Then, joy! An e-mail landed which said: “We are happy to confirm that your profile details on your Sixty60 profile has [sic] been corrected. We apologise for your experience and thank you for your feedback and patience. Please log into your Sixty60 app to check if the matter has been resolved. If the issue persists, please delete and reset your delivery address via the profile menu on the App.” The matter had not been resolved, and when I tried to reset the address, the app informed me that Checkers “does not have a service in my area as yet”. It will let me know when a service becomes available! I sent another e-mail. I received a response: “Thank you for reaching out to us. Please be advised that our polygon for drivers to deliver is within a 5km radius of the store. It could be that your address does not fall within this polygon. However, we are expanding our business. Please keep an eye on your app for any changes.” Never mind the reference number. Never mind that we had been using Sixty60 since it started. I called the helpline – again. I went through the whole sorry story and explained that I was not only angry, I was now R140 out, even though I was paying R99/month for Xtra Savings. The young lady was very sympathetic. She said she would look into transferring my Xtra Savings to my husband’s phone until mine was fixed, and she said she would escalate the matter to the tech team. Nothing happened. It is now September 2, two weeks later. The app still will not load product. It is still telling me we that my address falls outside the delivery radius. And when I tried calling – again – I was on the phone for 20 minutes without any response other than “hold on”. I am tired of holding on. I am sad, because until this happened, I thought Checkers was providing an exceptional service. It isn’t. And for the record, the app is still refusing to load my products.