*** - discontented service and product offering.

Early morning on the 5/2/22 me and my family had a very distressed experience where we woke up with almost half a meter of water flooded into our home. Nothing much we could do but wait for storm to settle. Then already I have tried to log call, call discovery to inform them but whole weekend I could not do anything till Monday to log a call and no urgency shown on the matter. On the 9/2/22 Allsure (working for Discovery) came to fill in a 7pager report on all has been damaged. Heard nothing till 15/2 where I had to contact discovery (not easy task either) to find out what’s happening. Then I was told and mailed that EK Electronics (also working for discovery) will be collected that day. Now this is the 15/2/22 (6days later). On the 18/2/22 another representative of Discovery mailed me we still waiting for replacement quotes. On the 23/2/22 I have sent a mailer to the representative of Discovery that honestly taking long and do not know what is happening as nothing has been made clear. Then after complaining I got a call that discovery will follow up and will get quotes that day. Now this has been 16 days since the incident. Then on the 24/2/22 I just received a mailer that claim is authorized with a letter to sign off value I agree on. I didn’t sign as I have no information on what it is covered. I again received a call from discovery rep and saying that all these different companies will get into contact with me to arrange delivery. Upon telephonic discussion I went through electrical damages only (as apparently Allsure deals with the rest) 1 by 1 . Discovery asked me to send a mailer with quotes which I did. No feedback after that. Then got a call from stax electrical (26/2) and new world (24/2) to deliver. I said that I would first like to see the products and thank goodness I have. 3 products were correct and other were just whatever cheapest to replaced my belongings and units were not even in stock (in the country) and for that I was told by these companies to just pay in the difference… This is ridiculous and to make it even worse is that I requested a callback from the rep of discovery 4 times already and no luck. I am being forced to just accept my fate with Discovery after I am covered completely.

Now that we are 3 weeks with no electrical appliances, doing washing manually, can not do work as computers not available, have to arrange food as we have no fridge. I am sure even Discovery internal senior stakeholders and investors can agree that I have been more than patient now regarding this matter. I have never felt this belittled as a customer from a premium brand.

I need a supervisor to call me and I want this resolved or I will take this case further. I need a detailed report.

Sad that I have to complain to get the service promised when signing me up as one of your loyal customers.

Now since the 7/2/22 I would like you to imagine how this has been affecting my family, coming to a home where children books damaged, school uniforms, no electronic appliances that offer that support in todays fast pace and coming home to a place where some damaged products has still been standing for 3 weeks rotting as we were instructed not to throw away anything.

Very disappointed in this premium brand that I have been loyal to and not even wasting time to let other telemarketers convince me to leave even if I can save money long run.