1 reviews | Active since Mar 2011
FNB Contract no value for money on Huawei P 8 Cell phone
<p><br /> I am now at wits end.I purchased this Huawei P8 lite phone from FNB Connect on 15 Nov 2015. Last month the phone kept freezing and automatically switching on and off. on 16 May 2016 I reported this to FNB Insurance. After numerous calls to them my phone was eventually collected 10 days later to be tested before they could repair or replace.</p> <p>I was promised by Nadia Du Toit that she would solve my problem but that they had to test the phone . I got a call from Hendrick Botha, FNB Insurance after it has been collected and tested,stating emphatically that there was no fault on the device last Thursday,2 June 2016. I also got a written report from their service provider Paragon Computers that there is no physical damage,water damage but that the problem could be software related. Despite this report Botha staed no fault on the phone and returned it. I was happy about this and accepted it without argument because it also meant that I would save money on excess.</p> <p>Yesterday the phone was delivered and since then I have had no use from it. The screen still freezes and it still automatically switches on and off . The IT person in our company has been testing it all morning. This phone is definitely not working!!! I am not getting the value for money paid on a monthly basis because this phone is still on contract.<br /> I am getting no pleasure out of this in fact I have very little time to fight about a faulty phone. I contacted Huawei directly and was told that the phone is not under warrenty with them directly even though their website state a 12 month warranty on all products. I will have to pay them to have it tested in Sandton or Menlyn.</p> <p><br /> What do I have to do now. I purchased this phone in good faith, only to have these endless problems. FNB Connect who I pay insurance to seem to think that I am hallucinating. Do I have to wait 3 weeks again for tests? What about giving the benefit of the doubt to the paying client. I am leaving for New York on 20 June 2016 , I do not have a phone to use which I am currently paying for.</p> <p> </p>
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
A formal complaint has been logged on your behalf and the reference number is 938103
Regards
Complaints Resolution
Daffnie Govender
Email address: ***
Tel number: *** (option one)
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
A formal complaint has been logged on your behalf and the reference number is 938103
Regards
Complaints Resolution
Daffnie Govender
Email address: ***
Tel number: *** (option one)
Replacement phone not working and no haste at all by FNB Connect to resolve
After placing thos on hello peter, I received the new replacement phone on Monday, 6 June 2016. By Wednesday 8 June 2016 we were still struggling to download apps and I have not made or received one call because I again faced with a black screen and had to rebooth.
On Thursday I asked our IT Manager, to down load Whats-app amongst others. By then I had not managed to do anything other than put the sim in. He tried until 12:00. He indicated that he has had to rebooth the phone 18 times since 9:00 in an attempt to download. The screen goes black and then everything hangs. I called the call centre and spoke to Prenall Govender . She spoke to the our IT Manager, and guided him to resolve the problem. Nothing worked . The call reference was FNB 306228. I was promised 24-48 hr approval for delivery of replacement. I again indicated to her that I was leaving for New York on Sa****ay, 17 June 2016 and really need a working phone which I have been paying for each month and not had the use of for 2 months now. I have received no SMS to indicate delivery of replacement.
What baffles me is the huge inconvenience and the lack of an apology or empathy from all of fNB Connect. In fact everything still has to happen in terms of your companies rules never mind the client.
How soon can I get the replacement which I hope is working. I am waiting since thursday at 12;00. Again I indicate respond via e-mail , because I will not be reachable via my phone. The delivery details remain the same as before. Please get your act regarding cell phone contracts together or stay with banking only.
Replacement phone not working and no haste at all by FNB Connect to resolve
After placing thos on hello peter, I received the new replacement phone on Monday, 6 June 2016. By Wednesday 8 June 2016 we were still struggling to download apps and I have not made or received one call because I again faced with a black screen and had to rebooth.
On Thursday I asked our IT Manager, to down load Whats-app amongst others. By then I had not managed to do anything other than put the sim in. He tried until 12:00. He indicated that he has had to rebooth the phone 18 times since 9:00 in an attempt to download. The screen goes black and then everything hangs. I called the call centre and spoke to Prenall Govender . She spoke to the our IT Manager, and guided him to resolve the problem. Nothing worked . The call reference was FNB 306228. I was promised 24-48 hr approval for delivery of replacement. I again indicated to her that I was leaving for New York on Sa****ay, 17 June 2016 and really need a working phone which I have been paying for each month and not had the use of for 2 months now. I have received no SMS to indicate delivery of replacement.
What baffles me is the huge inconvenience and the lack of an apology or empathy from all of fNB Connect. In fact everything still has to happen in terms of your companies rules never mind the client.
How soon can I get the replacement which I hope is working. I am waiting since thursday at 12;00. Again I indicate respond via e-mail , because I will not be reachable via my phone. The delivery details remain the same as before. Please get your act regarding cell phone contracts together or stay with banking only.
Dear Daffnie Govender, This is the responses received to date which is not helping me. What are you doing to assist me?
Find below response from FNB Connect. Instead of forwarding the details to resolve the matter the department to help me,this person,Debbie Tremlet,insists on me having to wait on contact to be made by a warranty department. Resolving this matter is now at the beheast of this other warranty department,and whenever they decide to contact me. This is a nice way of getting rid of the pressure from a client. I hope this person is dealt with because it just confirm the fact that I the client am not getting the value or the assistance for money paid.
What do I do now....WAIT???
RESPONSE FROM FNB Connect....
From: Deborah Temlett **********
To: ********** **********
Cc: Hendrick Botha ********** Nadia Du Toit ********** "du Preez, Sune" ********** ********** ********** ********** ********** "FNB SDV Insurance ********** **********
Date: 2016/06/13 04:27 PM
Subject: RE: P Flanagan: NEW REPLACEMENT Huawei P8 not working
Good Day (Check the tone)
Kindly see the attached email whereas I informed you of the process for the warranty department.
I have requested they make contact with you as from our side we cannot assist with your claim, the warranty department is a completely different department to the FNB device insurance department, they are there to assist you with situations such as these and therefore we referred you to them.
Kind regards
Dear Daffnie Govender, This is the responses received to date which is not helping me. What are you doing to assist me?
Find below response from FNB Connect. Instead of forwarding the details to resolve the matter the department to help me,this person,Debbie Tremlet,insists on me having to wait on contact to be made by a warranty department. Resolving this matter is now at the beheast of this other warranty department,and whenever they decide to contact me. This is a nice way of getting rid of the pressure from a client. I hope this person is dealt with because it just confirm the fact that I the client am not getting the value or the assistance for money paid.
What do I do now....WAIT???
RESPONSE FROM FNB Connect....
From: Deborah Temlett **********
To: ********** **********
Cc: Hendrick Botha ********** Nadia Du Toit ********** "du Preez, Sune" ********** ********** ********** ********** ********** "FNB SDV Insurance ********** **********
Date: 2016/06/13 04:27 PM
Subject: RE: P Flanagan: NEW REPLACEMENT Huawei P8 not working
Good Day (Check the tone)
Kindly see the attached email whereas I informed you of the process for the warranty department.
I have requested they make contact with you as from our side we cannot assist with your claim, the warranty department is a completely different department to the FNB device insurance department, they are there to assist you with situations such as these and therefore we referred you to them.
Kind regards