Poor service
I ordered an FNB device which is managed by Digital Planet. After 8 months the device stopped working and was still under warranty. They collected it from me a day after arranging the collection. It’s been two weeks since and I have had no feedback, I have sent the consultant handling my query 4 emails without response. I have spoken to an agent who answers the phone twice and was told it would take up to a month to get a new device to me since this one needs to be replaced. FNB now no longer carries this device, what about the accessories that I bought and can no longer use? The level of feedback and service received is absolutely pathetic and when explaining my frustration all I get is “Sorry, I do understand” it’s not good enough.
Helpful (0)
Replies (6)0
Replies (6)
Digital Planet's replyOfficial
21 Oct 2019, 09:49Hi Mrs Van Coller,
Thank you once again for bringing this matter to our attention, the FNB Device Guru team is still busy with the query.
We have provided feedback the previous week and yes the device will be credited at the end of the month but will push for sooner if possible.
We are at this point in time not sure when will FNB will have stock for this device, the point regarding accessories is a valid one and an update regarding this will be provided as soon as we receive confirmation.
Please accept our sincere apologies for the delay and inconvenience caused.
Kind regards
Digital Planet
Thank you once again for bringing this matter to our attention, the FNB Device Guru team is still busy with the query.
We have provided feedback the previous week and yes the device will be credited at the end of the month but will push for sooner if possible.
We are at this point in time not sure when will FNB will have stock for this device, the point regarding accessories is a valid one and an update regarding this will be provided as soon as we receive confirmation.
Please accept our sincere apologies for the delay and inconvenience caused.
Kind regards
Digital Planet
Digital Planet's reply21 Oct 2019, 09:49
Official
Hi Mrs Van Coller,
Thank you once again for bringing this matter to our attention, the FNB Device Guru team is still busy with the query.
We have provided feedback the previous week and yes the device will be credited at the end of the month but will push for sooner if possible.
We are at this point in time not sure when will FNB will have stock for this device, the point regarding accessories is a valid one and an update regarding this will be provided as soon as we receive confirmation.
Please accept our sincere apologies for the delay and inconvenience caused.
Kind regards
Digital Planet
Thank you once again for bringing this matter to our attention, the FNB Device Guru team is still busy with the query.
We have provided feedback the previous week and yes the device will be credited at the end of the month but will push for sooner if possible.
We are at this point in time not sure when will FNB will have stock for this device, the point regarding accessories is a valid one and an update regarding this will be provided as soon as we receive confirmation.
Please accept our sincere apologies for the delay and inconvenience caused.
Kind regards
Digital Planet
Digital Planet's replyOfficial
21 Oct 2019, 11:59Hi Mrs Van Coller,
As per the discussion with our Device Guru, we will discuss possible options once the credit note has been passed to FNB.
Thank you so much for your time and patience.
Kind regards
As per the discussion with our Device Guru, we will discuss possible options once the credit note has been passed to FNB.
Thank you so much for your time and patience.
Kind regards
Digital Planet's reply21 Oct 2019, 11:59
Official
Hi Mrs Van Coller,
As per the discussion with our Device Guru, we will discuss possible options once the credit note has been passed to FNB.
Thank you so much for your time and patience.
Kind regards
As per the discussion with our Device Guru, we will discuss possible options once the credit note has been passed to FNB.
Thank you so much for your time and patience.
Kind regards
's updateReviewer Update
24 Oct 2019, 11:16I haven’t had any feedback from FNB. When can I expect feedback?
's update24 Oct 2019, 11:16
Reviewer Update
I haven’t had any feedback from FNB. When can I expect feedback?
Digital Planet's replyOfficial
24 Oct 2019, 16:29Good day Pamalyne,
As per the previous communication, the credit note will be available latest by the 30 October 2019.
If we, however, receive it earlier we will communicate accordingly.
Kindly take note we are pushing the manufacturer to resolve this matter as soon as possible.
We really do apologise for the delay and inconvenience caused.
Kind regards.
As per the previous communication, the credit note will be available latest by the 30 October 2019.
If we, however, receive it earlier we will communicate accordingly.
Kindly take note we are pushing the manufacturer to resolve this matter as soon as possible.
We really do apologise for the delay and inconvenience caused.
Kind regards.
Digital Planet's reply24 Oct 2019, 16:29
Official
Good day Pamalyne,
As per the previous communication, the credit note will be available latest by the 30 October 2019.
If we, however, receive it earlier we will communicate accordingly.
Kindly take note we are pushing the manufacturer to resolve this matter as soon as possible.
We really do apologise for the delay and inconvenience caused.
Kind regards.
As per the previous communication, the credit note will be available latest by the 30 October 2019.
If we, however, receive it earlier we will communicate accordingly.
Kindly take note we are pushing the manufacturer to resolve this matter as soon as possible.
We really do apologise for the delay and inconvenience caused.
Kind regards.
Digital Planet's replyOfficial
28 Oct 2019, 12:59Good day Pamalyne,
Kindly note we received the credit note and it has been forwarded to FNB forf processing.
Please feel free to contact us should you need further assistance.
Kind Regards,
Digital Planet
Kindly note we received the credit note and it has been forwarded to FNB forf processing.
Please feel free to contact us should you need further assistance.
Kind Regards,
Digital Planet
Digital Planet's reply28 Oct 2019, 12:59
Official
Good day Pamalyne,
Kindly note we received the credit note and it has been forwarded to FNB forf processing.
Please feel free to contact us should you need further assistance.
Kind Regards,
Digital Planet
Kindly note we received the credit note and it has been forwarded to FNB forf processing.
Please feel free to contact us should you need further assistance.
Kind Regards,
Digital Planet
's updateReviewer Update
28 Oct 2019, 13:52I have now been told by FNB that there is no trace of this return or credit note. They are not able to assist me because of this, this is an absolute nightmare! I'm told that before collection i was supposed to receive a case number from Digital Planet that FNB uses to track the progress of returns.
I have now had to complain to FNB and got the reference number of CAS391931.
This is absolutely pathetic that i have to continue following up with Digital planet as well as FNB all the while i am loosing Vitality points for not logging steps or my heart rate and i have to continue paying for a device i no longer have, not to mention the number of accessories i have bought for a device that barely lasted 8 months.
This is ridiculous!!
I have now had to complain to FNB and got the reference number of CAS391931.
This is absolutely pathetic that i have to continue following up with Digital planet as well as FNB all the while i am loosing Vitality points for not logging steps or my heart rate and i have to continue paying for a device i no longer have, not to mention the number of accessories i have bought for a device that barely lasted 8 months.
This is ridiculous!!
's update28 Oct 2019, 13:52
Reviewer Update
I have now been told by FNB that there is no trace of this return or credit note. They are not able to assist me because of this, this is an absolute nightmare! I'm told that before collection i was supposed to receive a case number from Digital Planet that FNB uses to track the progress of returns.
I have now had to complain to FNB and got the reference number of CAS391931.
This is absolutely pathetic that i have to continue following up with Digital planet as well as FNB all the while i am loosing Vitality points for not logging steps or my heart rate and i have to continue paying for a device i no longer have, not to mention the number of accessories i have bought for a device that barely lasted 8 months.
This is ridiculous!!
I have now had to complain to FNB and got the reference number of CAS391931.
This is absolutely pathetic that i have to continue following up with Digital planet as well as FNB all the while i am loosing Vitality points for not logging steps or my heart rate and i have to continue paying for a device i no longer have, not to mention the number of accessories i have bought for a device that barely lasted 8 months.
This is ridiculous!!