“Do not repair what is not broken” A tale of a self-inflicted wound

“Do not repair what is not broken” A tale of a self-inflicted wound After registering a complaint which I have with Finrite a Vodacom Insurance Agent, both Vodacom and Finrite quickly responded and promised that a Consultant will contact me. To this hour they have not contacted me or even responded to the complaint. I thought as a caring organisation they could have made good to their undertaking. For example, while considering the matter at hand they could have organised that I do not suffer further inconvenience by borrowing me an instrument or urgently making a determination regarding this case. I am convinced that this conduct clearly displays an organisations which does not care about its customers. While they are playing delay tactics, I will continue to express my dissatisfaction and the unfair treatment at their hands. Plus a year ago when my daughter lost her cellphone, Vodacom had an Insurer called Cellsure. While my daughter was sobbing the loss of the cellphone, with assistance from the Vodashop consultants I was completing the necessary forms. Within a short period after the submission of the forms, Cellsure approved the claim and the replacement phone was provided. What an excellent service! I am certain that if this service provider was still in place the nightmare which I am suffering and assume other claimants will not even have started. Based on Cellsure efficiency, I am certain that at this point they could have determined that: • The client cannot be inconvenienced due to factors beyond his/her control. • The client should be directed to pay the outstanding premiums which were not deducted as a result of the company’s fault. • The claim is approved and the client should collect a replacement phone at the service point of his/her preference. Based on our experience with Cellsure, I submit without their influence, favouritism or biasness that they did an excellent job in the past. Those who interacted with them like me will not hesitate to enrol for their product anytime when the see or hear the name Cellsure. I often wonder why the so called big companies never learn from their mistakes or those of others. Instead of learning from what happened to Momentum Insurance when they took a long period and failed to timorously respond to what was probably a resolvable case, they are taking a long time at the expense of the customers to resolve problems. Momentum like Vodacom and Finrite Insurance went around cycles and hiding behind this and that reason. Its only when they were suffering serious reputation damage that they came to their senses and resolved the case. By that time so much damage which will surely take them years to repair had happened. If Cellsure was such an efficient service provider, I am wondering what was in the mind of Vodacom management when they decided to “repair what was not broken” by bring Finrite Insurance on board. In this highly competitive environment or market, they should have known better that you keep what is working and improve on it. You only repair what is not working in areas of critical need. This is a clear example of a text book “self-inflicted wound”.