No Communication

It is with great displeasure that I'm sending this correspondence. I had the worst experience dealing with your Repair Center in Canal Walk and Support Help desk.

I will now point out all the areas that low to zero competence was shown from both teams.

Repair Center Canal Walk Cape Town: 1. It was impossible to get hold of the team on the phone I tried for about two weeks and there was never an answer I redialed for 30 min constantly on one occasion but nothing.

2.I was advised by Antonio (Helpdesk agent) to send them a mail which I did and got no response. I only got a reply the next week but it was no help at all.

Contact Support team. 1.Agents are quick to respond but that's where the speed stops. Thandiwe a Helpdesk agent escalated my issue with the relevant internal team and I requested a confirmation email of the escalation she confirmed my email with me and advised she will send me the confirmation. (This never happened) and she could also not get Service center to answer the phone.

2. I gave Thandiwe the rest of the day to send me the email but nothing. I made contact with Helpdesk again (since I get response from them) on 30-11-2017 and spoke to Serge. He was not able to look at the chat between me and Thandiwe and insisted I do the same things she advised me to do that did not work the previous day and lead to me requesting an escalation in the first place.

3..Thandiwe never escalated the case with the escalation team but verbally mentioned it to her Line Manager Charmaine Mapping according to a mail that Serge sent confirming this. see quote below:

"The feedback i was given after approaching the escalation team is that the escalation was done verbally to Charmaine by Thandiwe."

This is contradicting to what was promised by Thandiwe.

4. Not one of the three agents in Helpdesk (Antonio, Thandiwe, Serge) wanted me to contact a manager and wanted me to wait. If a customer wants to speak to a manager the opportunity has to be granted.

I have a copy of all correspondence between myself and helpdesk. I will further escalate these issues.