DEPLORABLE SERVICE

I registered a claim for my mobile phone on the 31st of December 2019. When I first registered the claim informed the claims technician that they would be unable to communicate by me telehonically as (obviously) they would not reach me on my phone. I provided an alternative contact number for a family member as I was on leave and would not have access to my work phone.

I also informed them that although the phone and droppped and the screen cracked, the real problem with the phone was not just the screen, but the fact that I could not hear anyone on incoming calls and on outgoing calls I could not hear the called. I stated this specifically to avoid an overly protracted claim! I also informed the service provider when they contacted me to arrange pickup of the phone.

At no stage since the claim was registered did I get any feedback from Hollard and only from the service provider who arranged a courier service to pick up the phone.

I asked the service provider whether they would have any issues assessing the phone as it would be locked with a password that I was not prepared to provide as I had concerns about personal, financial and other sensitive information on the phone. I was told that this should not present a problem.

I eventually received the phone back only to discover that the screen had been replaced by the phone still had the same problem with making and receiving calls! This was on or around the 9th of January 2020.

I had to call Hollard's call centre back again to tell them that I still had issues with the phone and demand that the service provider collect the phone with no further delay to complete the repair. They only collected (again by courier) on the 13th of January. This time I erased the entire phone and set it back to factory settings and removed the password to prevent further delay. They collected the phone again on the 13th but I received an email on the 14th to tell me that they cannot do the repair without a password!!!! I informed them that I had removed the password before they collected the phone and that they should please urgently finise the repair as I had been without my phone for nearly two weeks.

Today I have heard nothing back from either the service provider or Hollard.

I find the lack of service deplorable!