1 reviews | Active since Feb 2013
CNA - NO service on IT hardware
<p> </p> <p>I purchased an WD External hard drive on 29/01/2015.</p> <p>It stopped working properly. (it was slow, stopped allowing me to save to it or copy from it).</p> <p>I took it back to the store from which I purchased (Westville Mall, Durban) on 06/07/2016.</p> <p> </p> <p>The lady Trudy assisted me. She did not know what the process was with regards to the warranty. The store did not even have the relevant forms or contact details of who the repair agent was.</p> <p>When I questioned why this is the case, her response was that they are not a speciality store. </p> <p>WHY DO THEY SELL A PRODUCT IF THEY DON’T KNOW HOW TO HANDLE COMEBACKS???</p> <p> </p> <p>I called the store to query the status of the Hard Drive (13/06/2013).</p> <p>Trudy tells me that the hard drive is still in the store and has not gone to the repair agent. When questioned as to why after a week there has been no progress, she passes the blame to Sahara. Apparently they have not collected the item yet.</p> <p> </p> <p>I called the store again on 18/07/2016, and the status is still the same. </p> <p> </p> <p>It’s been more than a week, and there has been no progress.</p> <p> </p> <p>What type of service is this? I alerted Trudy to the urgency of getting this drive fixed. She has not followed up.</p> <p> </p> <p>Futrthermore, I sent an email to Edcon Customer Relations, and have not had any feedback. So much for 48hours response.</p>
We have received your concerns and apologise for the inconvenience caused by the matter. We have escalated the feedback request on the Hard drive repairs to the C.N.A Westville management team and they will revert back to you on the way forward on the matter as it has been pending for a week already. Please find the below reference number for your email ********** 127/GO.
Kind regards,
Customer Experience Team
Call Centre: ***.
We have received your concerns and apologise for the inconvenience caused by the matter. We have escalated the feedback request on the Hard drive repairs to the C.N.A Westville management team and they will revert back to you on the way forward on the matter as it has been pending for a week already. Please find the below reference number for your email ********** 127/GO.
Kind regards,
Customer Experience Team
Call Centre: ***.
Good Day,
Thank you for your response. However it's now 2 weeks, and guess what... the hard drive is still sitting in the store. The management team at CNA Westville Mall,do not seem to know that they're meant to be expediting this process. In fact the feedback I got from them this morning was that an email was sent to the repair agents on Monday and they have a reference number. The lady went on to say that they are not to blame and she will call other stores to determine how to handle this.
Now frankly I am not interested in what happens between CNA and the repair agent, it's not my job to facilitate that process. CNA Westville is sitting with my device for 2 weeks and not trying their best to make this process as quick as possible. They have one even contacted me once to let me know the status of my repair.
PLEASE SORT THIS OUT ASAP.
Good Day,
Thank you for your response. However it's now 2 weeks, and guess what... the hard drive is still sitting in the store. The management team at CNA Westville Mall,do not seem to know that they're meant to be expediting this process. In fact the feedback I got from them this morning was that an email was sent to the repair agents on Monday and they have a reference number. The lady went on to say that they are not to blame and she will call other stores to determine how to handle this.
Now frankly I am not interested in what happens between CNA and the repair agent, it's not my job to facilitate that process. CNA Westville is sitting with my device for 2 weeks and not trying their best to make this process as quick as possible. They have one even contacted me once to let me know the status of my repair.
PLEASE SORT THIS OUT ASAP.