1 reviews | Active since Oct 2009
Cellphone insurance cancelled without my knowledge
On 2 May 2016, I took my cellphone (Samsung A3) to Edgars Brooklyn for repairs on the screen. My phone according to my knowledge is insured with Edgars. I called Brooklyn to follow up on the repairs and was told that I had cancelled the insurance. I was given the number *** to call and spoke to Mbali (12:01) who told me to call the store to unblock my account on ***. I spoke to Savannah (***) there who said that the insurance was cancelled by Finrite and after complaining about being sent back and fourth, she told me that the insurance was cancelled by the system because I claimed more than 6 times in the duration (several years) of having my insurance. I then asked why I was notified of this, and was told to just look at the slip for when I got the insurance. I am sick to my stomach by the lack of service and communication with your customers. I spoke to Lerato the Cellphone consultant in Brooklyn who is forever helpful and she was also surprised as there was no notification and even a glitch when we needed to book the phone in. How did the system allow for the phone to be booked in if there was a problem??? I am disgusted at the ************ way you deal with your loyal customers. If this matter is not sorted out ASAP, I will just pay the remainder of what I owe and close my account with Edgars and take my business where customers are treated with respect and honesty.
A week after this everything seemed to be sorted after being told that my account was unblocked. The phone was taken out of storage and sent to technicians for repairs on the 18th of May. I called to follow up and was told that it only got to them (techs) on the 20th and should call after a week. I called again on the 27th and told the same thing and didnt understand how replacing a screen would take weeks. I called again last week and no one knew anything and finally yesterday i was told the phone was despatched to the store. I called the store and spoke to Boikhutso Kekana who confirmed that the phone was there even though she didnt notify me. She told me that my account was blocked again and she cannot see the access amount so i cannot get my phone till i go to the store. I made my 5th trip to Brooklyn Mall and she called customer care who confirm the block on my account and referred us to Finrite. Finrite, the guy she spoke to says the account will be unblocked in 20 mins. So i wait and the 20mins passes and my account is still blocked and Finrite is conveniently closed and Boikhutso uncaringly tells me there is nothing she can do. She will tell me when it is unblocked during the week. I am really sick and tired of the way that Edcon is handling this issue and your disregard for my time, airtime and fuel going up and down to brooklyn during these tough times. I have never experienced such a lack of customer care as i have with Edcon. Now i will have to drive to brooklyn again and spend hours in traffic because of your *********** staff. This is unacceptable
A week after this everything seemed to be sorted after being told that my account was unblocked. The phone was taken out of storage and sent to technicians for repairs on the 18th of May. I called to follow up and was told that it only got to them (techs) on the 20th and should call after a week. I called again on the 27th and told the same thing and didnt understand how replacing a screen would take weeks. I called again last week and no one knew anything and finally yesterday i was told the phone was despatched to the store. I called the store and spoke to Boikhutso Kekana who confirmed that the phone was there even though she didnt notify me. She told me that my account was blocked again and she cannot see the access amount so i cannot get my phone till i go to the store. I made my 5th trip to Brooklyn Mall and she called customer care who confirm the block on my account and referred us to Finrite. Finrite, the guy she spoke to says the account will be unblocked in 20 mins. So i wait and the 20mins passes and my account is still blocked and Finrite is conveniently closed and Boikhutso uncaringly tells me there is nothing she can do. She will tell me when it is unblocked during the week. I am really sick and tired of the way that Edcon is handling this issue and your disregard for my time, airtime and fuel going up and down to brooklyn during these tough times. I have never experienced such a lack of customer care as i have with Edcon. Now i will have to drive to brooklyn again and spend hours in traffic because of your *********** staff. This is unacceptable