DO
Diana O
1 reviews | Active since Mar 2019
26 Mar 2019, 12:44
Still not repair after 4 attempts and 3 months, but I must still pay.
I have contacted FNB Connect and been dealing with Let me repair, Ensure IT Services and Platinum Warranty and I have reached my limits as I haven't been able to solve anything.
My laptop (R23000) a PREMIUM device was sent in for repairs Jan 2019 as there was a white spec on my laptop. They sent it back to me 3weeks later where they repaired the white spec (deadcell) but created a new issue as it created the blue color, ANY BLUE color, to have vertical lines all over where there are blue anywhere on my screen. I sent it back and told Aldo (Ensure IT services) what the issue was he "fixed" the issue and sent it back to me 3 weeks later. When I got the device it STILL had the vertical lines on the blue coloring and requested it to be fixed. I then decided to go to the Ensure IT service branch to explain what the issue is, after waiting 4hours and a painful experience dealing with Aldo (the Technician) and Wesley the manager, Aldo said he can't see the issue but he will fix it. How can you fix something you can't see? After that it took bringing in another employee to compare two exact devices next to each other and SHE pointed out in seconds which one of the two has the vertical lines. They again said they will fix it and Platinum warranty said they will get a new device within 14-21 days. It is day 16 and they are STILL trying to fix this. Unacceptable FNB. I want someone in Management to contact me as I am paying for a device that I do NOT have with me. I want answers.
Helpful (0)
Replies (2)0
Replies (2)
FNB (First National Bank)'s replyOfficial
26 Mar 2019, 13:44Good Day,
Thank you for taking the time to bring this to our attention. We would like to sincerely apologize for all the inconvenience caused.
A complaint has been re logged on your behalf and referred to the relevant department with *** who will investigate and provide you with feedback.
Kind Regards,
Hello Peter Complaints Team
*** (option one)
FNB (First National Bank)'s reply26 Mar 2019, 13:44
Official
Good Day,
Thank you for taking the time to bring this to our attention. We would like to sincerely apologize for all the inconvenience caused.
A complaint has been re logged on your behalf and referred to the relevant department with *** who will investigate and provide you with feedback.
Kind Regards,
Hello Peter Complaints Team
*** (option one)
DO
Diana O's updateReviewer Update
01 Apr 2019, 12:25Hi,
An update...It's a week later and absolutely nothing has been resolved! In fact I had to deal with more people than ever.
I've been told by FNB that they are looking into this for me and that they will get my device replaced. I have spoken to Devin at Platinum warranty and now he's handed it over to Madwin(who hasn't rep**** to my email for the details I have asked for) and don't think to phone them as you wont get hold of them as they are always on another call and wont call you back.
Today I phoned Platinum warranty as I need a copy of the warranty document for my lawyer, as well as to let them know that Madwin had rep**** to my email on Friday(however, not since I have asked for a manager), yet had not rep**** to Kegan from FNB eventhough he had sent him an email on both Thursday and Friday. Showing he was online, but just conveniently not replying to FNB.
This led to the most frustrating conversation with a call centre lady who refused to give me a managers email. I stated that I needed not a general email but rather a direct email as it is for my lawyer. She kept giving me the same customer care email and refused to answer my question when I asked if that was direct. She raised her voice and refused to co-operate. I finally got her to hand me over to her manager Deon(who handled the situation well) and finally supp**** me with a manager email that I will be using to forward the complaint.
I then phoned FNB Smart devices to find out where I can get a copy of the warranty contract from. They stated that I needed to speak to someone else at ********** 805, (who I know to be digital planet, as I had been assisted by Karlin - who still hasnt let us know whats happening) and put me through. The responded at Digital Planet then stated that I needed to speak to FNB Sales and he/they do not deal with the Warranty contract. Which was confusing in itself because he had just stated that he deals with Warranties???????
I then phoned FNB on the number he now gave to be ********** 270. I got through to Zandile, who at my request said hold the line and then just put me through back to the main menu. I then got through to Thabile who was utterly rude. She answered how can I help you...I stated I needed a copy of my warranty contract but also needed to speak to a manager. She then stated she was busy with another customer and couldn't help me. I then asked her why she answered the phone if she is busy with someone else. She stated that she wasn't sure why the phone call came through. Well, I'm sorry, but she then should not have picked up the phone, and quote frankly either way should not have been so rude. When I stated that I was going to report her attitude, she in a threatening voice told me to go ahead.
So here I am.
So I have been without a working laptop for 3 months. A laptop that I am paying R999 a month for. A laptop that has a two year warranty. This is now a breach of the warranty contract and If not resolved by the end of this week with my fixed laptop or a replaced device in my hands, I will be suing for damages in lost income over the 3 month period.
All companies involved have been absolutely shocking in dealing with this. FNB, HP, Ensure IT(who seems to be the head of the dragon), Platinum Warranty(who as it turns out is actually Let Me Repair).
Seeing as my original contract is with FNB I expect FNB to solve this. I want a copy of my warranty doc/contract in my hands for my lawyer and I want an update from FNB as to what they are going to do to rectify the situation. I am a premier banker with FNB with both my Business account and car, as well many personal account, too with FNB. If this is not resolved. I will be closing all of the above and moving to a company that can actually help me...maybe live up to their slogan.
DO
Diana O's update01 Apr 2019, 12:25
Reviewer Update
Hi,
An update...It's a week later and absolutely nothing has been resolved! In fact I had to deal with more people than ever.
I've been told by FNB that they are looking into this for me and that they will get my device replaced. I have spoken to Devin at Platinum warranty and now he's handed it over to Madwin(who hasn't rep**** to my email for the details I have asked for) and don't think to phone them as you wont get hold of them as they are always on another call and wont call you back.
Today I phoned Platinum warranty as I need a copy of the warranty document for my lawyer, as well as to let them know that Madwin had rep**** to my email on Friday(however, not since I have asked for a manager), yet had not rep**** to Kegan from FNB eventhough he had sent him an email on both Thursday and Friday. Showing he was online, but just conveniently not replying to FNB.
This led to the most frustrating conversation with a call centre lady who refused to give me a managers email. I stated that I needed not a general email but rather a direct email as it is for my lawyer. She kept giving me the same customer care email and refused to answer my question when I asked if that was direct. She raised her voice and refused to co-operate. I finally got her to hand me over to her manager Deon(who handled the situation well) and finally supp**** me with a manager email that I will be using to forward the complaint.
I then phoned FNB Smart devices to find out where I can get a copy of the warranty contract from. They stated that I needed to speak to someone else at ********** 805, (who I know to be digital planet, as I had been assisted by Karlin - who still hasnt let us know whats happening) and put me through. The responded at Digital Planet then stated that I needed to speak to FNB Sales and he/they do not deal with the Warranty contract. Which was confusing in itself because he had just stated that he deals with Warranties???????
I then phoned FNB on the number he now gave to be ********** 270. I got through to Zandile, who at my request said hold the line and then just put me through back to the main menu. I then got through to Thabile who was utterly rude. She answered how can I help you...I stated I needed a copy of my warranty contract but also needed to speak to a manager. She then stated she was busy with another customer and couldn't help me. I then asked her why she answered the phone if she is busy with someone else. She stated that she wasn't sure why the phone call came through. Well, I'm sorry, but she then should not have picked up the phone, and quote frankly either way should not have been so rude. When I stated that I was going to report her attitude, she in a threatening voice told me to go ahead.
So here I am.
So I have been without a working laptop for 3 months. A laptop that I am paying R999 a month for. A laptop that has a two year warranty. This is now a breach of the warranty contract and If not resolved by the end of this week with my fixed laptop or a replaced device in my hands, I will be suing for damages in lost income over the 3 month period.
All companies involved have been absolutely shocking in dealing with this. FNB, HP, Ensure IT(who seems to be the head of the dragon), Platinum Warranty(who as it turns out is actually Let Me Repair).
Seeing as my original contract is with FNB I expect FNB to solve this. I want a copy of my warranty doc/contract in my hands for my lawyer and I want an update from FNB as to what they are going to do to rectify the situation. I am a premier banker with FNB with both my Business account and car, as well many personal account, too with FNB. If this is not resolved. I will be closing all of the above and moving to a company that can actually help me...maybe live up to their slogan.