HORRIBLE SERVICE FROM TFG Group And Sandton Foschini

Good Day,

To whom it may concern:

Horrible-Terrible Service Received From AJ-Alten that is working for TFG Group-Foschini Sandton Branch.

My Raitings Are -10.

Here's the reason for my ratings.

I booked my phone in for repairs at Sandton Foschini Branch, in order for them to determine with the repair service centre, will they be able to fix the phone or write the phone off if its irreparable.

Alten(AJ) from Foshini Sandton Branch, told me the 1st time when I went to the store, that they won't be able to assist me, without a receipt.

I ask him, can't they use the barcode that's on the phone box, to make sure that the Hisense F31 was purchase at there store, he said no its impossible.

According to Alten(AJ), the system what TFG Group use, it allows the receipts of clients purchases only to be there system for an a month.

A thought came up, that Alten(AJ), is taking me for a ride, I left there the store, very upset.

Few days has passed finally I found the receipt. On the 21st Of October 2020, I went back to the store to book the phone in. Alten(AJ) was surprise to see that I am back. He captured all my details on the system, said that the repair service centre will give him feedback, then he will let me know, in order for me to inform Outsurance what is the outcome of the damage report.

Reason why I am letting you guys know of my verdict, so that you must understand my frustration. I have personal Insurance with Outsurance, so they cannot pay out my claim, due to that they are still waiting for a damage report from the repair service centre, since 21st October 2020. And by the way we are in December 2020, still no feedback.

Outsurance, contact me on a daily basis, just to make sure did Foshini Sandton gave me feedback, everytime I told them no feedback. Still waiting for Alten(AJ).

I contact Alten(AJ) on the 2nd November 2020, he was unavailable, I ask them so does it mean if Alten(AJ), is not at work, nobody can assist me or the clients, they placed me on hold for 2minutes, then I got despondent and drop the call.

I contact Alten(AJ) again on the 15th November 2020, finally he was at work, but guess what the repair service centre did not as yet, gave him feedback.

Once more again a thought came up, that Alten(AJ) is taking me again for a ride, my question is did he even booked the phone in for repairs, my opinion I say no, Alten(AJ) never booked the phone in for repairs.

Here's a true scenario of Ackerman's stores, my wife phone was not working, screen was damaged. I booked the phone in for repairs within the same week the repair service centre where I booked the phone in for repairs service centre contact me, to find out if I am happy with the quote and can I pay that amount what they charge me to fix the phone, I told them that they must email me the quote (Damage Report), I will forward the quote to Momentum Insurance, once they pay out then I will pay the outstanding balance in order for the repair service centre to fix my phone. Within less then 14Days, my wife's phone was fixed.

Not 14Weeks(almost 3months) then your phone is still not repaired, this is disgusting how Alten(AJ) and the Foshini Sandton Branch operates.

Alten(AJ) only contact me on the 23rd November 2020 (15:52), to inform me, that his still waiting for feedback from the repair service centre. I wanted to ask him, what is the reference number, but I thought let I leave to ask him, just now he is going to take me for another ride.

Majority of the time I had to contact him, my last call was On the 2nd December 2020, regarding feedback. Alten(AJ) told me, this repair service centre, can only operate via emails, there phones aren't working. He mention that he will send them a email to find out what is the progress.

Then he'll get back to me, so far nothing happen.

I want feedback for the latest, on 18th Friday 2020, regarding this phone. If not I will complaint, on Helo Peter and take this matter to the Ombudsman.

This is horrible customer service, my intention is not for Alten(AJ) to loose his job, but I would like management to coach Alten(AJ) about rendering awesome and ethical customer service.

Reference Number, regarding my complaint with TFG Head Office: RM286858 Today - 07-01-2021(12:38-12:56), I have spoken to Namso Masanya customer service agent, she told me majority of there staff is on leave, so nobody can attend to my complaint-which is poor customer service.

I asked Namso Masanya can she contact me back, according to her she can't, because she is working from home, which unacceptable even she is working from home TFG Group is suppose to make provision for there staff to contact the clients back.

I waisted my time and airtime for 18Minutes on a call with Namso Masanya, still to receive no feedback about the phone if it was booked in for repairs.

After this, if you guys still don't give me feedback within 48Years, I am taking this matter to the CPA and then to Ombudsman.

Many Thanks, Valentino