INCOMPENTANCE AT ITS BEST!!!!
This experience is for both Ackermans & Hollard cellphone insurance, So in March 2022 I had a sucessful claim on my device, I than went to Sherwood Port Elizabeth Ackermans to get my new device since they were the only one who had the model I was looking for, I then told the lady who assisted to that I want to keep my insurance open. so in August 2022 I had another indident with my device and needed to process a claim so I called the insurance department only to find out that my security details was not updated and I need to get that done first, so I completed that process and I was transferred to put in the claim for my device only to be informed that they have never updated my insurance with the new device and model so I'm paying insurance for my old device, I was than advice that I need to go back to the store so that they can update my device make and model, so I called the store and spoke to the manager and she adviced me that I need have my ID and till slip. So on Friday 26 Aug I took the trip to the store to get the details updated as per the insurance department, I asked for the manager and explained to her again on what needed to be done but I she did'nt understand my requested I ended up spending about 20 minutes in the store and left because no knew how to help me. So on Sat 27th Aug I emailed both Ackermans and the complains department and the only reply I got from that email was a request to the complain department to assist with my complain till this hour I have not received any communication from them. I again called the insurance department on the 30th Aug, and I explained once again what was happening so the lady called Nadia assisted to updated my device and model but I needed to wait 48 hours for the update to take effeect on the system but guess WHAT non of that have taken place either. SO ACKERMANS & HOLLARD PLEASE GET YOUR STAFF TO DO WHAT NEEDS TO BE DONE TO GET THIS MATTER RESOLVED ASAP ENOUGH TIME WAS WASTED AND I'M RUNNING OUT OF PATIENCE!!!!!!!!!!!!!!!!!!!!!!!!!!!
We are sorry that you had a poor experience with Hollard, which led to you reaching out to Hellopeter with a complaint.
Our customer resolution team is busy looking into your complaint and will be providing you with feedback within five working days.
Kind Regards, Escalated Complaints Team
We are sorry that you had a poor experience with Hollard, which led to you reaching out to Hellopeter with a complaint.
Our customer resolution team is busy looking into your complaint and will be providing you with feedback within five working days.
Kind Regards, Escalated Complaints Team
Good day Miss Daniels, Trust that this email finds you well. Please note that we have received feedback from IUA policy administrators, and they have confirmed that Ackerman’s does not have a replacement option.A new policy should have been taken out for the new device at store level for the replacement device. Kindly note that the policy is still active on your policy , please contact Ackerman’s IUA on ***or email on *** to cancel the loss device that you have claimed for Samsung A02S. Date of loss for the device imei *** was on 20-January -2022.
Where is the level of customer service in this reply? it took him/her 4 days to write this nonsense.
here is my reply to Jean @ Hi Jean @09:47 on Thursday 08/09/2022
So who's problem is that? because when I got my new device I explicitly told the lady who assisted me at the store that I wanted to keep the insurance open and I was never advised that I needed to cancel the insurance and take a new one for the new device.
This is really not my problem that your staff are ***********, I have been paying for cellphone insurance for and I need to put in a claim because this matter has been dragging for way too long now.
What will happen if I cancel my current insurance? Will I be able to put in a claim? Please explain?
Still no reply at this hour, And I want answers!!!!
Good day Miss Daniels, Trust that this email finds you well. Please note that we have received feedback from IUA policy administrators, and they have confirmed that Ackerman’s does not have a replacement option.A new policy should have been taken out for the new device at store level for the replacement device. Kindly note that the policy is still active on your policy , please contact Ackerman’s IUA on ***or email on *** to cancel the loss device that you have claimed for Samsung A02S. Date of loss for the device imei *** was on 20-January -2022.
Where is the level of customer service in this reply? it took him/her 4 days to write this nonsense.
here is my reply to Jean @ Hi Jean @09:47 on Thursday 08/09/2022
So who's problem is that? because when I got my new device I explicitly told the lady who assisted me at the store that I wanted to keep the insurance open and I was never advised that I needed to cancel the insurance and take a new one for the new device.
This is really not my problem that your staff are ***********, I have been paying for cellphone insurance for and I need to put in a claim because this matter has been dragging for way too long now.
What will happen if I cancel my current insurance? Will I be able to put in a claim? Please explain?
Still no reply at this hour, And I want answers!!!!
We acknowledge your frustration and we have escalated the matter to senior management .We will be in contact with you soon as we have looked into the matter.
Kind Regards,
Escalated Complaints Team
We acknowledge your frustration and we have escalated the matter to senior management .We will be in contact with you soon as we have looked into the matter.
Kind Regards,
Escalated Complaints Team
I am glad that your complaint was eventually sorted and that you will be getting a new device. I really do apologies that you had to go through such an ordeal to be assisted and i can assure you that is not the service we strive to provide our customer's.
Please contact us should you have and concerns or compliments.
Kind Regards,
Escalated Complaints Team
I am glad that your complaint was eventually sorted and that you will be getting a new device. I really do apologies that you had to go through such an ordeal to be assisted and i can assure you that is not the service we strive to provide our customer's.
Please contact us should you have and concerns or compliments.
Kind Regards,
Escalated Complaints Team