Hellopeter
Share Your Experience
GW
Glenn W

1 reviews | Active since Jan 2011

08 Dec 2022, 09:45

Discover poor service and flawed processes

On the 17th of November my wife and I went to Dischem to complete our annual Vitality health check. After a couple of days when I logged onto my profile I noticed that only my points were assigned. My wife's status reflected 'Not Completed'. We logged a call with the Discovery Call Centre and were asked to forward the referral letter received from Dischem to ***, which we duly did. After some I received a call from a representative confirming that the points would be awarded, yet with each subsequent check, this continued to reflect as 'Not Completed'. I have made numerous calls to the call centre and have spoken to numerous call centre representatives (Seth Raban, Ashlyn, etc) that all reassure me that they will personally deal this issue and get back to me, only for absolutely nothing to happen and no-one calls me back. I have just spoken to Sizwe (let's see if he comes back to me). I have responded to numerous surveys scathingly and still no response. How difficult is it to award the points given that I have emailed a copy of the referral proof that my wife has completed the assessment? Your process is seriously flawed and you have wasted my time and energy.

0
Replies (2)
GW
Glenn W's update21 Dec 2022, 14:41
Reviewer Update
What total disregard for customer service. Not even any acknowledgement to this complaint nor any response to it. This is truly a reflection of how serious Discovery are about customer service, to display such indifference and disdain to customer dissatisfaction. It floors me that such a simple process could be the undoing of all the call centre agents and even their manager who have tripped over themselves and accomplished nothing in the process (except to further aggravate me).
GW
Glenn W's update22 Dec 2022, 12:56
Reviewer Update
In our conversation withthe call centre manager, she assured us that she would be the only person that we would have to deal with as we had not had our issue resolved with any of the call centre agents. She reassured us that we could send her mail or ask for her through the call centre hotline and she would respond personally. That was all lip service! After sending mail to her there was absolutely no acknowledgement of the mail received. We tried calling and held for her, but we were told that she was in a meeting and would call back by end-of-day which she never did. When we finally got hold of her the next day she tried to justify her non-response to a technical issue on her line. When told that there has been no responses to the Hello Peter complaints, given that 1 and 2 stars accounted for 96%, she said that there was a dedicated team assigned to responding - I responded by saying that this proved that they were not dedicated at all. Was Discovery content to accept a 1 and 2 % service to their customers? This has been one of the most frustrating engagements we have ever had with a company this big and that supposedly prides itself on customer satisfaction.