Worst Service Ever

<p>We have decided to buy our child an Alcatel Caretime watch on Sunday the 25th of March. After phoning almost all the CNA stores in the Pretoria East region Brooklyn Mall advised that they had stock. ( This is after holding on for +- 20 minutes)</p> <p><br />After setting up the watch we have realized that it is not working properly. ( You can not make any calls to the watch) Me and my wife spend two nights on the internet (and how many phone calls) trying to figure out what is wrong. We eventually managed to get hold of someone at Alcatel that advised us that the watch is faulty and that we should return it. ( It still falls within the 7 day period and it should we swopped for another one - I must say this person was very helpful)</p> <p><br />I called the Woodlands store to enquire if they had received stock ( as they did not have any on Sunday ) and Mpho advised that they do have stock. I explained to him my situation and he started to interrogate me....... "Who did I speak to at Alcatel, this that and the other. " ( Instead of giving a reply like sorry to hear sir, please bring it in and lets see how we can help you.)</p> <p><br />Going into the store was even a bigger nightmare! (I had surgery to my ankle a week ago and is really struggling to cope with the pain and I am currently using crutches) I explained to Mpho again what is wrong with the watch and he took the watch and disappeared into the back office without explaining what is going to happen. Then the waiting began....... and we waited and waited and waited. After plus minus 30 minutes standing on crutches I explained to the cashier that I can not stand any longer and we will wait at a nearby Wimpy. I left my number with him and asked to please call us when Mpho returns. ( This is 17:00 the afternoon with a 3 year and 6 year old toddler ) Still nobody called, after my wife took our children to the bathroom she popped in and asked if there is any feedback as yet. She was then advised that the watch is faulty and came back to the Wimpy to call me. Going back into the store ( on crutches) there was still no sign of Mpho. The cashier called the back office and I was advised to go and see Mpho in the back of the store (in the office ). Waiting now an hour he informed me that the watch is faulty and that he needs to book it in and send it to the supplier? At this point I was furious!</p> <p><br />I asked him to give me back the watch and left the store. When calling another store ( Menlyn Mall ) to get the regional managers contact details to raise my concern I was informed that we as customers are not allowed to have their numbers???? How is this customer service??? Should we always use platforms like Hello Peter / Social Media to raise any concerns?</p> <p><br />How is it possible to treat a customer like this? Should the watch not be returned as it was faulty from the start and is only two days old? ( According to the CPA ?)</p> <p><br />If I knew that this is the way that we will be treated I would have never thought of supporting CNA and rather support one of the many competitors out there .</p> <p> </p>