Unreliable *********** Call centre staff

<p>Today I had visited the Edgars store in Clearwater to purchase a Samsung j7 on my Edgars account, after I was sent there from Edgars Sandton City due to no available stock. As per my statement received earlier in the month, it clearly stipulated that I qualify for a credit limit increase upto R10761. So I decided to take Edgars up on that offer and increase my limit. I was assisted by one of the department managers Dineo who tried her utmost best to assist me by calling in the call centre and emailing documents from 15:45. Every single attempt that Dineo made to email my docs to the customer services head office agents, was met with some obstacle. The first time it was sent, they said it was not received and could not be located, on the second attempt, we were then told that the email address had changed, so we proceeded to email documents now on the third attempt, we were now told that we had to state something different in the subject line of the email. It was now 16:57, and the call centre closes at 5pm. Dineo clearly asked the call centre agent to hang on while we try emailing for a fourth time, knowing that the centre will close in 3 minutes time, the agent subsequently hung up, saying that somebody will definitely answer again even if it was a few mins after 5. When Dineo tried to call again after emailing a fourth time, there was no reply - it was 17:04pm. I find this thouroughly unacceptable, does Edgars call centre agents who deal with these matters not undergo training on how to use email, or how to refresh emails. Are they not trained in aspects of etiquette, and manorisms, clearly not, as they took the liberty to hang up. A disappointed and embarrassed Dineo advised that I should return after a day or two, to finalise the matter. I am a full-time employee and cannot afford to take the time off work, to deal with Edgars' imcompetent call centre staff, as I'm certain I'll need more than just a lunch-break to get any sort of satisfatory result from them. Furthermore, my account is always up-to-date. I spend thousands of rands in Edgars, both cash and credit. There are no delays with payment! I do not appreciate the poor service from a large reputable group! If further poor service if received, I will re-consider purchasing at your stores. Please note, I initially started at Sandton City. There was no stock at Edgars, and CNA, and 'Jet' refused to look up their system for stock in other stores. After going back to Edgars, we left Sandton for Clearwater, as the system indicated that no other stores in Johannesburg had stock of the Samsung J7!</p> <p> I would just like to commend Dineo, the cellphone departmental manager of Edgars Cleawater in the great customer service she has provided to me. If only, the customer services call centre agents had the same dedication!</p> <p>Thireshine Naidoo</p>