Dion Wired - Canal Walk Hisense U7A TV

Purchased a TV by the Canal Walk store on the 25.11.18 as part of the Black Friday specials. The Sales Representative was very helpful and really knew his products.

But, after sale service is non-existent, contacting the managers is a challenge on its own, getting any response is mission as well. I was left dealing with the sales representative trying sort out the matter and even making contact with him proved to be very tough at times.

I reported the TV being defective on the 30.01.19 and it's 29.03.19 now. I'm still sitting with a defective TV.

What frustrates me is after calling in, I reported the issue via email and supp**** the necessary information, a week later I called to follow up and the fault was not yet logged to their supplier. Hi-Sense's Technician only came out to assess the TV on 21.02.19 and noted that the TV cannot be repaired but instead needs to be replaced. This information was passed on to the Dion Wired Team dealing with my problem. I was then told they do not have stock of the TV, they then offered me a voucher ro redeem against another TV in store, unfortunately, similar TVs would be much more expensive so I then told them to source the TV from other branches, which they claimed they were trying to do. I was later notified that the TV would be on sale again in their Blue Carpet Sale (13.03.19 to 26.03.19) and stock would be available. I paid R10999 for my Hi-Sense 55inch U7A and the TV would be on a new promotion for R10799 + DTSV decoder included.

I opted to continue being patient and wait for the TV under the new promotion to arrive.

I contacted the sales representative when I saw the sale and told me that they again, do not have stock as stock was not sent to the store.

It's the 29.03.19 today, contacted the manager and he said he helped the sales representative on the 28.03.19 with having the new TV couriered from JHB. The promotion has passed. I was promised a quote via email by the sales representative as well to come from the manager, the quote was to ensure that I'm entitled to the promotion including the DSTV explora 3, which never happened as well.

So I'm still sitting without a functioning TV. I spoke to one of the managers today and told him I would be returning the TV and simply apologised and asked me to bring the slip and they'll refund me.

If this simple refund is going to be a mission, Dion Wired and representatives thereof really need to reassess their management procedures.

What should have been a simple exchange has turned out to be a long painful process.

My biggest issues with this situation: - Poor Service Delivery - Management is non-existent - Money First, Customer Satisfaction Last. - No effort to have this situation resolved as soon as possible - Extremely poor communication, I should not be reminding the Staff of Dion Wired when they were supposed to call and follow up. If you tell a customer you'll call in 10 or even 40 minutes time, honour your word.

Dion Wired lacks the basic principles of business, doing business with Dion Wired in good faith is not possible and not advised. Lastly, professionalism goes a long way for your brand.