*********** Service

<p>Below is my story to Glocell mobile:</p> <p>Hi. I would like to explain my experience with your company thus far...I was at your Balito store om 10 April 2016. I was informed by your sales attendant (Sashelyn) your systems were "off line" (arguably with technology today) He had taken my details down (contract upgrade number as well as my contact number. Upgrade was to be done on a Acsend P8 Lite and a contract for E5573 MIFI Router. We advised they were offline. <br />We returneed on Tuesday, 12 April 2016 and met with the Manageress (Saras) and informed her my details were left for the store to give feedback with regard to the cruise. Her response was that no asked her to contact me. I advised her nevertheless, my details were left behind since the said assistant (Sashelyn) took down the details. So i proceeded with my upgrade, and to my amazement, she told me they just went offline. So I asked her when will the upgrade be approved, she rep**** and stated that once they loaded my upgrade on the system, to which I further queried "When will it be done?" , she retorted when the system was up. She stated Glocell will deliver the handset between 24 to 48 hours once the upgrade was approved. When we made enquiries about the E5573 Router, she stated they were out of stock and gave me a copy of an edited e-mail. So i further enquired if we can do the contract, she advised she cannot because there is no stock available. We had our documents to complete the application. She stated she will take down our contact details and names and revert to us, adding we will qualify for the same deal as advertised. She took down my colleague and my details and even wrote my contact number on the form. The lady called me my alternate number at 15h30 and i returned the call at 15h45 and was informed it was approved. So i enquired with her if she could keep me posted during the next 45 hours to inform me of the status of the phone so I could avail myself for delivery and acceptance - this never happened.<br />I made a call to the store on Friday 15 April 2016 only to be informed that they would advise me on the location of the handset.I responded to her the she never did so for 2 days. what guarantees to I have you will call me now. She said she will. I informed her I was in no way pleased with her service and the manner in which she conducted herself, so I asked her to forward me the number for the area manager, which she refused and stated as staff they were not allowed to give out the area managers number but she will get him to call me. So I asked her, how do I escalate any short comings at store level and to whom? Irate and seeing I was not making any progress, I stated he should call me in the next 5 minutes. This materialised 20 minutes later from a private number. I queried with the speaker as to whom I was in conversation with, to which he rep**** it was Deolan, so I asked him to spell out the name to which he did. I further enquired about his surname to which he responded " is it necessary for me to have his surname?". Being mindful of the situation, I reminded Deolan this is a client he is speaking too and I am raising a formal complaint with him. I asked him if he was the area manager to which he responded yes. I explained my situation to him and he once again used the excuse the system was offline! So i asked him why could the store not inform me as discussed with the manager on the status of the phone. Without any apology nor remorse, he stated he had just arrived at the store and was asked to call me. Deolan Govender advised me he will get back to me. An hour later I received a call from the said individual advising my phone is in Johannesburg with the courier company. I advised him that I had to make the call to the store on Friday morning for a contract that was approved the Tuesday of the same week and now you tell me the handset is in Johannesburg and I will only take receipt of it on Tuesday, 19 April 2016. I informed him I was not pleased with the situation and I will take receipt of the handset today (15 April 2016) and how he does it is his problem. I receive a call later from the so called area manager that he has an handset available. He is on his way from Richards Bay and does not know the Tongaat area well. So I arrange to meet him at the Tongaat Toll offramp. Upon meeting him, I received the handset and thanked him for going beyond the call of duty and I do appreciate his service, albeit the difficulties I encountered and no other customer should experience the same level of poor customer service. he handed me the sim and handset stating he was not sure if I had a nano or micro sim. I told him he should have contacted me since he had my number. He re assured me it will take between 2 to 24 hours to activate on the new sim. I loaded the sim on Friday and the entire weekend went without any feedback from the store nor himself. I once again contacted the store on Sunday (17 April 2016) and Sashlyn answered (from previous week) since he did mention he had given the details for the store to contact me and further stated he was not at work for the past week. I nevertheless left me details of the number in question and also the contact number he could get me on. Sad to say but no call or feedback was received.<br />On Monday, I sent a message to Deolan Govender at 08h33 to which there was no response. I further decided to call him at 09h00 and his response was that he was about to call me...I stated how disturbed I was with the level of service displayed by himself and the staff of Glocell Balito. To answers without recourse, I requested for the area managers number (Arrnot). After explaining the problematic encounters in sequence, he apologized, stating he will look into the matter and get back to me. Whilst he was on the phone, Deolan was trying to get hold of me. I returned his call and he stated to my amazement "your sim swap was not done and is being loaded this morning" (Monday 18 April 2016) I explained my dissatisfaction on the level of service displayed, the etiquette of the staff and himself and the mere fact that he was representing a new brand in the market. Arrnot responded by calling me stating the sim activation is being done now at 09h00 and he apologized, stating a week is too long for service delivery in this environment, adding I have been patient for which he thanked me and stated this matter should have been resolved by Thursday 14 April 2016. He also stated upgrades were being done over the weekend and new applications so why this wim swap was not done, he could not understand. He then stated he he will contact me around lunch time to see how things are going. <br />I receive a call from the store around 11h00 from Sashlyn stating he is returning my call from Sunday. I asked him the purpose of the call, and he answers he is calling me to inform me that my upgrade has not been successful as yet! I asked to speak to the Manageress who stated he is new at work and it was an error. I further received a call at 14h40 from the store stating my sim swap had been activated from 14h39! I had the sim card in the phone and was activated well before 14h00! The manageress wanted to know why I was raising my voice and I explained to her I had every right to do so due her incompetencies...<br />There was further items raised with regard to the cruise but more importantly, the level of service delivered leaves much to be desired and needs to be looked at with high importance.<br />I would appreciate feedback on the above matter</p> <p> </p> <p>This email dated the 19th April 2016, I received a telecon with no proper feedback.</p> <p> </p> <p>I just like to let the consumers be made aware of level of service recieved from this branch. Never in my life did i ever experience such disgusting service. Dont get bluffed by false advertising.. its sad, that we put our trust and faith in such *********** people.</p>