Where is my router? I needed it 2 days ago.

Item: ConvergEX
Rating: 1
Author: Mark H

Where is my router?

So I first called MWeb to ask why my router has not arrived yet and they gave me a number to call as we as a reference for my order: CDM***4.

According to them, they tried to call me and I was unavailable. I have come to believe that this is a lie. There is nothing in my call logs and I had been making calls today, so it's not a problem with Vodacom. How is it possible that Metrofibre can contact me just fine, but I hear nothing from ConvergEX.

After being placed on hold for several minutes, I spoke to someone else who assured me that they tried to contact me and that I was unavailable today. She then told me that she would ask them to come back to me just before 6pm. Well, 6pm has come and gone and I heard nothing back.

Is it not possible that I can come and collect my router? Regards, One very angry Mark.

Helpful (0)

Replies (2)

ConvergEX's replyOfficial

07 Jun 2022, 10:23

Dear Mr. Mark Hurlin With regards to your shipment on waybill Number: CDM***4 Your shipment was submitted to our Pick and Pack facility on the 1st of June 2022, your shipment was handed over to the carriers for delivery on the 2nd. Our carrier attempted Delivery on the 2nd of June 2022 at 14:44, where the delivery failed as “contact not available.” The carrier re-attempted delivery again on the 3rd of June 2022 at 13:30, where once again the delivery failed due to “Contact not available” We received a call from yourself where one of our Agents advised you that the courier did attempt delivery and that the delivery was unsuccessful, she did also mention that she will try and get the driver back to you by 17:30 as the driver was out of the area. The driver did not follow protocol upon delivery failure, they should have called you when the shipment failed as per the information received from our Agent. Unfortunately, we acknowledge that this did not happen. I apologise for the misunderstanding regarding you not being available which did not make reference to us calling you but, rather the delivery being attempted.

Please accept our sincere apologies for the inconvenience and frustration caused despite our best efforts to successfully deliver your router.

ConvergEX's reply07 Jun 2022, 10:23

Official

Mark H's updateReviewer Update

08 Jun 2022, 02:53

Hi,

I understand that you are not directly responsible for this, however my call logs show no missed calls and I've had cell service the whole time.

We ended up going to fetch the router from the depot in Silverton on the 4th of June. Sorry this happened.

Kind regards,
Mark

Mark H's update08 Jun 2022, 02:53

Reviewer Update