Superior service rendered by HiTec head office and store at Kollonade centre

As my existing shoes required replacement, I bought a pair of HiTec shoes from Makro on 19 Sept 2017. A few months later, a lacing clasp on the one shoe came loose and fell off. I sent e-mails to Makro and HiTec on 06 November 2017. On the same day, Marcel du Plessis of HiTec responded and offered to replace the defective shoes. I visited HiTec’s store in the Kollonade and with an additional payment, exchanged my defective shoes for a new pair. On 26 March 2018, I noticed that the wear on my new HiTec shoes was as great as the previous shoes’ wear after five years, I queried the their quality with HiTec head office. I also explained that I walk an average about 100 km per month for exercise. Marcel du Plessis informed me that the shoes were not intended for the use to which I subjected them and offered to replace them with a pair of shoes suited to my requirement. His words were “This is one of our best styles, at the moment, and will be great for your activities. I only have the Black colour in your size, I can have them there by next week Tuesday. I’ll place your order today and ask the store to contact you as soon as the shoes arrive.”. After the store contacted me, I fitted the recommended shoes at HiTec’s store in Kollonade. Unfortunately they were too tight for me. As that shoe style was not available in the next larger size, the store manager offered an alternative. We found only one style of shoes that fitted and were suited for my purpose. Although the alternative shoes were beyond the price range allocated and my budget, the manager was willing to forgo the additional payment as he wished to ensure that his client was satisfied with HiTec’s service and products. The store manager tried to call head office for permission to exceed the price range of the shoe replacements. when he was unable to make contact with the relevant authority, he took it upon himself to proceed with the transaction. He did this as I was in a hurry to attend to an appointment and because I have to travel a significant distance to his store. This is a mark of consideration for the client. I view this as a sign that the company practises policies that enable managers to act autonomously in serving clients. I prefer to deal with such companies instead of with bureaucratic organisations. I have used the new shoes for several months and found them comfortable and durable. My experience with HiTec was that all levels of the company was concerned with customer satisfaction and reacted promptly. I highly recommend HiTec as a company that cares for its clients and their products. If you buy their products you can be assured that you will receive support and advice.