Pathetic Service!

<p>Management Customer Service<br /> <br />WITHOUT PREJUDICE<br /> <br />RE: Problem with our collection driver from Fastway in Wadeville, Germiston<br /> <br />On 12 June 2016 at 14h30 your driver “Oupa” collected from us.<br />1. Oupa walked in and started fighting with my admin lady because the package was not ready. He arrived within 4-5 minutes from her call to arrange collection and as she was writing the address he walked in. I said to him: Oupa we did not expect to see you within 5 minutes, she is just writing the address.<br /> <br />2. Oupa then started arguing that he want money that we owe him. I told him that it is impossible for us to owe him money as we always paid the shortages needed when he came to us. I said to him that we used the grey labels as instructed by him so he then took a grey bag, starting to throw it round and slamming it on my table. Due to the fact that I had customers in my office, I asked him to please leave my office as I was not up to a fight with him. He then stormed out of my office shouting: “Jesus – VOK MAN”. My reply was: “Do not Jesus me – vok jou ook man”. Take note: Customer had done a statement on this incident and I have three witnesses.<br /> <br />3. I called Jackie our sales rep and requested a nr for management. She asked me what the problem is and I have explained to her. She promised to deal with the issue.<br /> <br />4. Later the afternoon I called Oupa and requested he come to my office so that we can talk about the incident, he rep**** that he does not want to talk to me, but he will collect my packages from my admin lady. He then collected our packages just before 17h00. We had no further problems.<br /> <br />5. Wednesday 14 June we called him again requesting collection. He said that he will collect, but never showed up for the collection. We called him the afternoon and then he asked if I was in the office so that he can get his money from me. He insisted that he want money paid upfront to him. Without payment he will not collect.<br /> <br />6. Thursday 15 June he was called again, he still insist that we pay upfront and that he wants money from us before he collect goods.<br /> <br />Take note: We have always paid him if I was due or short on packages and never denied payment. Also take note that he does not mention anything about payment to me when I call him, but only treat my admin lady with arrogance and this threats of not collecting.<br /> <br />Normal day to day dealings with Oupa:<br />1. It happened often that he would walk in and fight with my admin lady, I have always just put a blind eye towards it and tried to keep my cool and stay calm. But 12 June when he did it in front of my customers, he was pushing it a bit to far.<br />2. In the beginning Oupa would come in the morning early and then after 14h00 again. The last few weeks he either does not collect from us the same day or he comes around just before closing time.<br />3. Oupa once brought a list and request money to be paid to him for packages being in the wrong bag. We have given him this money and made him sign for it.<br />Then all of a sudden Oupa started demanding payment upfront, without the proof of a list. He would be rude over the phone and tell my admin lady that he will only come around if she has got the cash ready, he refuse to take any orders without money paid in advance.<br />4. Oupa would walk in and argue that the items is in the wrong bags and then we would show him on the list that it is in the colour allocated to the zone as per list.<br />5. Oupa also advised us that we should listen to him as he works with it daily and that the sales rep does not know what she is doing. She is only trying to sell us as much bags as possible.<br />6. Oupa advised us to use the A3 grey bag’s label on a Grey Zone box because according to him it is a waist of money to buy box labels, it is the same thing.<br /> <br />Money paid out to Oupa:<br />25/03 R50<br />16/05 R240 (The only slip we ever received)<br />19/05 R120<br />22/05 R40<br />23/05 R40<br />01/06 R40<br />06/06 R120<br />Total: R650 was paid to Oupa – slips was requested but we never received it. He forced us to pay this money otherwise he refused to take our packages. We do not even know if this money was really due to Fastway!<br /> <br />VERY IMPORTANT: Keeping Fastway liable for all our losses and cost during this time:<br />1. Our problem was reported to our sales rep on Monday 12 June 2017.<br />2. On Wednesday 14 June we requested help due to the fact that customers were waiting for packages and Oupa refused to collect from us. Jacky assured us that she will be sending someone to collect our goods. No one showed up and our packages is still not delivered.<br />3. Thursday 15 June and we are still struggling to get Fastway to collect our goods.<br /> <br />My conversation with Kevin from Fastway:<br />I have called Kevin at 13h50 on 15 June 2017. (recording from all our calls is available). Kevin was not aware of the issue and according to him today is the first time that he heard about the problem. Kevin assured me that he spoke to Oupa and Oupa will collect today still. According to Kevin Oupa refused to collect due to the fact that we are not using the right bags for our items. I have send Fastway proof of my packages and can assure you it is packed in the right bags. (See pictures attached)<br />14h00 today we called Oupa and he informed us that he will only come if we commit to paying him what we owe him. What money now? How much? He got more that R650 from us already, how can he demand any further money without proof. Still he refuse to collect from us.<br /> <br />I have sent proof of my customers cancelling their orders if they do not get their order by 16 June 2017 latest. This have also been explained to Fastway. Jacky tried her best to arrange with someone to collect from us but empty promises have been made. I have explained to Kevin that I now have to send a driver to Secunda, 16 June is a public holiday so this will result in double pay, tollgates and diesel for a customer. When I confronted Kevin with this, he said he does not have any comment.<br /> <br />I have requested my customers statements regarding this issue and will be dealing with my legal representative next week when they are back.<br /> <br />In short, your service is pathetic and I need you to collect all the bags in stock. I demand a refund. You do not care about your customers, nor do you strive to give a good service.<br /> <br />Yours Sincerely<br />Amanda vd Merwe</p>