Incompetence

On the 25th November 2019 I logged an online query regarding my Huawei health app not syncing through to Discovery even after repeatedly syncing it manually. I sat and watched as the 2 days TAT promised came and lapsed until I had to make a follow up. I again called Discovery on the 09th December 2019 and spoke to Khanya/ Nthabiseng who asked me about the screenshot I had been asked to send, screenshots that I didn't know anything about, only to find that my email had been captured wrong and meaning no email communication from discovery vitality had been coming through to me all this time.

Khanya/ Nthabiseng was smart enough to pick that up and rectify it. I then send the required screenshots and assumed another 2 days waiting period, which came and went without any feedback from Discovery vitality whatsoever. Kelly then called me 4 days later to indicate that a screenshot with my Huawei ID region is required, after which she send me an email with instructions on how to get the region which I did and send back. From December 13th I never heared anything from Discovery vitality until I called again on the 31st December and spoke to Seth who advised me to update the both apps for Discovery and Huawei Health App. He then re-assured me that the syncing would happen within 72 hours, which unfortunately did not happen regardless of repeated attempts to sync, de-link and linking the health app.

I then again had to call Discovery on the 6th January 2020 and spoke to Annelisa when I could not speak to Seth who understandably was held up on the line with another client. Annelisa told me that screenshots were required and that made me lose it. I could not understand what difference was it going to make from the last time I send the screenshots back in December. She asked me about about getting some tutorial on how to sync on an email which I had not, not that it would have got me to do anything different from what I had done already. She then suggested to re-open the query to indicate that the app was not syncing even after all the requested steps and screenshots had been done.

Amidst all of these, I need to applaud Annelisa who promised to come back to me as sson as she received any feedback. Today, January 8 2020 Annelisa came back to me and requested the new screenshots again, a request that frustrated me even further. She then referred me to Carlynn who tried to redress the matter and apologise for the incompetence by consultants who went and closed the query before it was resolved.

Today full six weeks has lapsed since the first day I logged this query, and I am awaiting its resolution. In all the past six weeks this problem has never featured under "Popular Topics" on Discovery Vitality devices and apps and from this I can only wonder if this has ever been taken seriously in the first place. From my trail of communication with Discovery Vitality since November 25 Annelisa is the only consultant who upheld the 2 days TAT and thumbs up to her. For a company that prides itself in service delivery like Discovery this is travesty and utterly disappointing. It was also shocking to me that Discovery does not have a dedicated complaints line.