Customer service is non-existent

Item: Device Repair Centre (Pty) LTD
Rating: 1

I had no choice but to have my damaged cell phone repaired by DEVICE REPAIR CENTRE (PTY) LTD - Roodepoort (they are contracted to my insurance company). To date, they have had my device for 2 weeks now! My insurance company authorized the repairs a week ago... No follow-up done by DEVICE REPAIR CENTRE (PTY) LTD - Roodepoort as to why they have not heard from me or received payment of the excess. They claim that they sent me an email, which I did not receive. The "owner" of DEVICE REPAIR CENTRE (PTY) LTD - Roodepoort, Paula took little to NO responsibility for their non-existent customer service and failure to follow-up! My advice, don't deal with this company, go to a service provider that is willing to go the extra mile to ensure that they communicate with you directly and that you are happy with the service that you receive!

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's updateReviewer Update

27 Nov 2017, 13:56

RESPONSE:- Dear Lisa, On behalf of Device Repair Centre (DRC), before even attempting to explain the reasons leading to this unintended mistake, I would like to sincerely apologize to you for any inconvenience this may have caused. At DRC, we pride ourselves on giving our 100% every day to ensure that our customers’ needs are being met. I know that we have let you down, and for that we are very sorry. We do our best to train each of our representatives, including how to escalate problems that they are unable to assist with. Your concern was not handled properly, and we are going to take steps to ensure that this situation does not repeat itself. As of this today, we are going to require our customer service representatives to e-mail, sms and phone our clients advising them on the approved claim and to request excess payment. I want to thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. Should you need help in the future, please do not hesitate to contact me directly, as I will be very happy to assist you personally with anything you need. Sincerely, Best regards, Paula Clifford

's update27 Nov 2017, 13:56

Reviewer Update