Utterly poor service

This is an account of very poor service by what is meant to be a renowned fsp. Worst of all is that 24 hours later, nobody from complaints department has gotten back to us. Again, today, we had the unfortunate experience of talking to a gentleman called Tsepho in specialist claims, who expressly indicated that he is UNABLE to assist. Wow guys, you really need to go back to the drawing board. below is my email addressed to complaints.

What follows below is a very unpleasant sequence of events of bad service by your claims department.

Mr Goliath had his car towed on 20 August by a vendor allocated by yourselves. That was Saturday. He was promised that by the upcoming Monday, 23 August, he will have an update and at least a turn around time on the repair progress of his vehicle. This never transpired.

He attempted to continuously follow up with Ms Nombulelo Hegeni, to absolutely no avail. The only responses received insofar as she is concerned was generic emails containing no information regarding progress. In addition, Mr Goliath was never even informed that the nature of his claim was classified as “specialist”. I, as his partner, took it upon myself to contact your call centre on 29 August – let the record reflect that 9 whole days went by without any word from your consultants. I then had the unfortunate experience of speaking with a gentleman by the name of Cameron. Unfortunate because Cameron failed to give me any information of substance whatsoever, and I later discovered that he misrepresented himself with the information he provided. You may listen to the recording and please prepare to avail it to us as I know we have a right to request it as well. The call took place on Monday 29 August.

I then proceeded to call the yard where the car was stationed, based on the information provided to me by Cameron. To my dismay I discovered that they have no information pertaining to the progress on the repairs and that they are merely a storage facility. They also informed me that the insurance company has all the information.

Again, I called your claims department and spoke to a gentleman by the name of Tiamo. Tiamo was probably the only person in this entire sequence of events who was diligent and transparent. He was the one who informed us that it is a specialist claim and therefore we need to speak with your consultants from the Specialist department. He transferred me and I spoke to Andre Engelbrecht.

While Andre APPEARED to be helpful and informative over the telephone, he did not follow through on his promises. Feel free to listen to that recording as well. He also failed to respond to any and all communication that was sent to him via email both from Mr Goliath and myself. This leaves a bad taste in ones mouth. Also, clearly talk is cheap. You will see the email thread below where nobody attempted to respond – both Andre and Nombulelo – even after numerous attempts on our side to prompt them to respond. Why people in the service industry should be prompted to respond in the first place is mind blowing.

It is now 11 days later, and last night was told that the claim is invalid, after all. Does it take 10 days to complete an assessment of a broken down vehicle? I think not. And now, after all this time of attempting to get your people to have the common courtesy of responding and receiving the worst service known to mankind, Mr Goliath is told that he needs to arrange his OWN towing.