1 reviews | Active since Mar 2009
Ebucks : Returns Policy Nightmare
<p>In January of this year I purchased a Fitbit charge HR through my banks reward shop 'Ebucks'. In the meantime this electronic item broke and I diligently checked the warrenty with included a cracked screen. The product is only 5 months old. The operator advised me that they would not be honoring the warrenty on the product as Ebucks had a 7day return policy. I then asked for it to be escalated as the product warrenty included the damage for a year. The manager told me the same thing and said that they wouldnt repair or replace because it MAY HAVE been my own fault. I pointed out that the warrenty did not make mention on blame of damage and that the screen was covered in the 1st year. She said that Ebucks had a different policy. My learining here: Do not purchase through Ebucks as they dont honour warrenty and resultingly I think it may be worthwhile considering moving to a bank that is offers a honourable rewards system. </p>
Please accept our apologies for the disappointing experience and the unnecessary concern caused.
Thank you for taking our call earlier, as discussed we're already liaising with our Relevant departments to get this sorted out ASAP and will be in touch as soon as the necessary investigations have been done.
The reference for your complaint is 936073.
Kind regards
Complaints Resolution
Daffnie Govender
Email address: ***
Tel number: *** (option one)
Please accept our apologies for the disappointing experience and the unnecessary concern caused.
Thank you for taking our call earlier, as discussed we're already liaising with our Relevant departments to get this sorted out ASAP and will be in touch as soon as the necessary investigations have been done.
The reference for your complaint is 936073.
Kind regards
Complaints Resolution
Daffnie Govender
Email address: ***
Tel number: *** (option one)
Thank you to Daffnie for providing a complaint number and directing the complaint. This has however not been a fruitful.
Ebucks phoned me on the 10th and arranged for collection on the 13th to assess 'how the item was damaged'. They have collected the fitbit. Before they collected they had confirmed that it would take a few days (2 or 3 at most) to assess and give me feedback. They collected on the 13th and I called today to confirm that they have it and when I can have it back. Please keep in mind that I purchased this fitness tracker to monitor daily activity and sleep cycles. The consultant (Delicia) that I spoke to said she needed to check with the guys in their Spend department but it normally takes 21 working days after which she put me on hold. She returned saying that EVERYONE in the Spend department is on lunch. She called back later and said that they will keep the fitbit for 10 to 15 WORKING days ,at least, just to asses it. That is 3 weeks! A little different from the 2 to 3 days which is what I agreed to. In the meantime I am without the fitbit I purchased for daily tracking, they already have my money and now also the fitbit.
Thank you to Daffnie for providing a complaint number and directing the complaint. This has however not been a fruitful.
Ebucks phoned me on the 10th and arranged for collection on the 13th to assess 'how the item was damaged'. They have collected the fitbit. Before they collected they had confirmed that it would take a few days (2 or 3 at most) to assess and give me feedback. They collected on the 13th and I called today to confirm that they have it and when I can have it back. Please keep in mind that I purchased this fitness tracker to monitor daily activity and sleep cycles. The consultant (Delicia) that I spoke to said she needed to check with the guys in their Spend department but it normally takes 21 working days after which she put me on hold. She returned saying that EVERYONE in the Spend department is on lunch. She called back later and said that they will keep the fitbit for 10 to 15 WORKING days ,at least, just to asses it. That is 3 weeks! A little different from the 2 to 3 days which is what I agreed to. In the meantime I am without the fitbit I purchased for daily tracking, they already have my money and now also the fitbit.
Things just seem to go from bad to worse with FNB Ebucks. They collect the fitbit. kept it for 3 weeks. Refused to repair or replace it even though I sent them the link to the warrenty that stipulated that it is covered for 1 year. But wait it gets better. They also will be taking ONE WHOLE WEEK to return the faulty unit so all in all they will have the fitbit for 1 month with NO resolution.
I have already put notification on my bond to move that to Standard Bank and I will be moving all my accounts also. My private banker also could not facilitate this process and not one single person has escalated this problem to a manager. Customer service obviously low on FNB's agenda.
Things just seem to go from bad to worse with FNB Ebucks. They collect the fitbit. kept it for 3 weeks. Refused to repair or replace it even though I sent them the link to the warrenty that stipulated that it is covered for 1 year. But wait it gets better. They also will be taking ONE WHOLE WEEK to return the faulty unit so all in all they will have the fitbit for 1 month with NO resolution.
I have already put notification on my bond to move that to Standard Bank and I will be moving all my accounts also. My private banker also could not facilitate this process and not one single person has escalated this problem to a manager. Customer service obviously low on FNB's agenda.