LG
Laren G
1 reviews | Active since May 2013
02 Aug 2017, 19:29
Shocking customer service
<p>I purchased a microwave from Dion Wired on the 13th of March 2017.</p> <p> </p> <p>It started tripping my earth leakage (even when not in use) at the beginning of July.</p> <p> </p> <p>They took my machine in for three weeks, sent it in for "repairs", lost it somewhere in one of their stores and FINALLY returned it - and it STILL trips my earth leakage.</p>
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Replies (4)0
Replies (4)
Dion Wired's replyOfficial
03 Aug 2017, 11:38We acknowledge receipt of your complaint with reference ***7 and apologise for your inconvenience with this item.
We referred the matter to Senior Management who will contact you to assist in this matter.
Regards.
Group Customer Service Advisor
Tel: ***73
Best regards,
Dion Wired's reply03 Aug 2017, 11:38
Official
We acknowledge receipt of your complaint with reference ***7 and apologise for your inconvenience with this item.
We referred the matter to Senior Management who will contact you to assist in this matter.
Regards.
Group Customer Service Advisor
Tel: ***73
Best regards,
Dion Wired's replyOfficial
04 Aug 2017, 09:22Please find herewith the response received from the Online team:
"Throughout the process of collecting and assessing the faulty microwave, I have kept in contact with the customer regarding the process.
I did advise her that the assessment may take up to 21 working days.
I have just got off the phone with her and she advised that Defy have said they will send someone to assess it at her residence."
Regards.
Group Customer Service Advisor
***
Tel: ***73
Best regards,
Dion Wired's reply04 Aug 2017, 09:22
Official
Please find herewith the response received from the Online team:
"Throughout the process of collecting and assessing the faulty microwave, I have kept in contact with the customer regarding the process.
I did advise her that the assessment may take up to 21 working days.
I have just got off the phone with her and she advised that Defy have said they will send someone to assess it at her residence."
Regards.
Group Customer Service Advisor
***
Tel: ***73
Best regards,
LG
Laren G's updateReviewer Update
04 Aug 2017, 09:37Thank you for the response
Unfortunately Nonkululeko and Rehana only ever responded after being promted by me. They never volunteered information and I consistently had to email them to find out what was happening. I will happily send through the email trail to substantiate this point of veiw.
Senior managemant also never called yesterday as promised and Nonkululeko only phoned me after 16h00 after I'd sent her an email to find out what was happening.
I stand by my view that the customer service needs to be improved.
Regards
LG
Laren G's update04 Aug 2017, 09:37
Reviewer Update
Thank you for the response
Unfortunately Nonkululeko and Rehana only ever responded after being promted by me. They never volunteered information and I consistently had to email them to find out what was happening. I will happily send through the email trail to substantiate this point of veiw.
Senior managemant also never called yesterday as promised and Nonkululeko only phoned me after 16h00 after I'd sent her an email to find out what was happening.
I stand by my view that the customer service needs to be improved.
Regards
LG
Laren G's updateReviewer Update
04 Aug 2017, 19:18Hi Nonkululeko
With respect to your first reply please note that I am still waiting for senior management to contact me.
With respect to your second reply I'd like to thank you for reminding me that you did advise me that the assessment could take up to 21 days. I'd like to know if this timeframe is set to allow time for you to lose my machine in a store somewhere and then have to try and find the owner thereof? I'd also like to note that you neglected to advise me that the machine would be returned after 21 days and that it would still not have been repaired.
I still feel that this entire fiasco has been handled abominably and that my expectations have not been met.
Regards
Laren
LG
Laren G's update04 Aug 2017, 19:18
Reviewer Update
Hi Nonkululeko
With respect to your first reply please note that I am still waiting for senior management to contact me.
With respect to your second reply I'd like to thank you for reminding me that you did advise me that the assessment could take up to 21 days. I'd like to know if this timeframe is set to allow time for you to lose my machine in a store somewhere and then have to try and find the owner thereof? I'd also like to note that you neglected to advise me that the machine would be returned after 21 days and that it would still not have been repaired.
I still feel that this entire fiasco has been handled abominably and that my expectations have not been met.
Regards
Laren