Dion Wired Customer Service is Absolutely Terrible

Please note that we have recently received appalling Customer Service from your Canal Walk Branch of Dion Wired. On the 1st November I purchased a brand new cellular phone, as a Christmas present for my girlfriend. The gift was opened on Christmas day. We discovered that the phone is a complete dud, does not boot up, and is unable to get past the set up process of choosing the English language as the phone will not accept the "Next" command. We returned the phone to the store on the 30th December, making a special trip, as we do not live in the area, and that was the soonest that we were able to do so.

What should have been a straight forward process of either exchanging the phone, or refunding our money, has turned into an unbelievable disastrous customer service nightmare. We are appalled at the attitude of the staff in your store, particularly the total lack of understanding or empathy whatsoever of your duty manager Byron, and I don't think that end of the year fatigue is an excuse for such shockingly bad service.

1) This Cell Phone has never been used, it is brand new, yet is clearly a factory fault unit that never passed or was ever subjected to any quality control inspection! 2) The Cell Phone specialist in Dion Wired (Sahied) was unable to get this phone to boot up, no matter how much he tried, using all short cut keys and trying numerous times, he eventually confirmed that the phone is faulty. The phone also started overheating after 2 hours on the factory provided charger, their is clearly something seriously wrong with it! 3) When I went online, 3 weeks ago, to purchase a phone cover and screen protector, to add to my gift, I established online from the Xiaomi suppliers that this model, the Redmi Note2 is now a discontinued model and that they no longer stock this model. So that means that Dion Wired is still supplying old discontinued stock which can not be replaced at all, should the unit be faulty. Lerato Moyimane from ********** will confirm the e mail, as I was online trying to purchase these accessories, and where I questioned why these discontinued products are still being sold! 4) To expect your customer to be without a phone for an extended period is unreasonable, we were informed that we would have to wait until mid February for a response. We would have purchased a new phone right away from your store, were we able to obtain a refund or credit, but your staff would not do anything to assist us. 5) I am really very upset that my girlfriend had to stand alongside me, fighting in your store for a phone, for what should have been her special gift. Dion Wired totally ruined the whole experience and has left a terrible taste. 6) As we cannot be without a working phone, we are forced to go back on contract with another vendor just to obtain a new working phone. We are unfortunately unable to afford to pay cash for another phone while we wait for a refund, and will certainly not need a second phone if we are forced to go on contract! In the new year we will unfortunately have to take out a contract with Telkom or another service provider, which includes a phone. 7) The store clerk wrote on the assessment / repair / collection slip, "Customer is aware Suppliers open mid January" in a Red pen. This is totally unacceptable that we have to wait so long to have a dud factory fault phone that has never been used assessed / repaired! Dion Wired, should be requesting the supplier / factory to send them a replacement phone, and not force us to be without a working phone for a lengthy extended period which according to your paperwork, will be more than 3 weeks! How is anyone expected to run their business and do their job which is totally reliant on communication, making appointments etc?? 8) I have taken the time to write this letter, to also serve as a warning to other unsuspecting customers, who may be tempted to do business with Dion Wired! or purchase Xiaomi Cell Phones! We are extremely unhappy about this and will definitely be taking this fight to consumer watch dogs as well as reporting it on social media, which I informed Byron of and in his own words, he encouraged us to "go ahead and write on face book if you want to" 9) The total Arrogance of Dion Wired staff is astounding as we were met with total disdain and lack of understanding or any concern. Not once during this two hour unnecessary confrontation in the store, in front of other customers, showing that your staff really do not care! did anyone from Dion Wired have the decency to apologise for this situation. Only after I reminded Candice of this fact did she suddenly apologise and say that "if it was up to me, I would refund you your money"! 10) While we are aware of the Consumer Protection Act and the fact that the phone should have been brought back within 7 days, the fact remains that it was never opened or used (as it could not be used) during this period. Nor was it tested in the store at the time of purchase, as it was bought as a gift!

This has really amounted to terrible appalling customer service! I trust that you will please rectify this problem right away and refund my R2599.00 . I do not live in the area, and if possible, would prefer not to come back to Dion Wired. Please pay my money directly into my bank account.