Lack of Managment S****s/Customer Service

Dear CNA head Office REF: ********** 0654/GO I would like to lay an complaint for Zevenwacht CNA on their poor management s****s and lack on service delivery. I went to the store on Saturday to collect my replacement product. I first went to the store Wednesday 18.10.2017 whereby the store manager gave me so much attitude for laying a complaint at his head office. He first of all had a lot of issues on Wednesday why he cannot replace the product(after he phoned me the afternoon to collect my new product) and then we found out all his evidence was not even related to our account.

Just to bring you up to speed with the whole story. My Hard drive was given to Robert almost two months ago and he confirmed that the product was sent for repairs. Only when I complained last week I found out that the hard drive was still in the store and was never sent away.

He never apologised for lying to me and sending me on a wild goose chase all I got was attitude. The Wednesday evening he all of a sudden was not able to refund me because I didn’t have the account card with me. I do understand that there are policies and procedures however Robert got very uptight/rude with the fact that I asked him to manually process the transaction or override it. He then sent me back home to go back on Saturday.

I went back on Saturday at about 3 only to find out he left at 1 already. None of the staff knew what to do because he didn’t communicate with the. They ran around like people who didn’t know what to do, they tried calling him numerous times, they even contacted the Area Manager to no avail. They tried other Area Managers who also didn’t pick up their phones.

My wife and I stood in the store on Saturday for more than an Hour. Even though Dylan and his other co-worker tried their best to assisted I just think that their manager should have been available on his Cellphone or at least communicated to them the process.

I hope my complaint will make a difference in how that store will be run in the future as their lack of experience, customer service and communication is totally unacceptable.

Even though we eventually got our hard drive after an hour of standing and after we had to raise our voices. My other question is why could they do it manually on Saturday and Robert who is suppose to be the Store manager couldn’t go the extra mile for me instead he said I must come back.

My wife and I will definitely not recommend anyone to go to that store and I don’t know if we will ever purchase something there.

We feel we wasted so much time, effort and money to drive up and down to that store.

Regards Envor Russell **********