The bain of customer service
<p>Huawei Mobile ZA and SmartLab in Melrose Arch have been a nightmare in my life for the past 2 weeks.</p> <p> </p> <p>I accidentally dropped my phone in water and advised that hey would send courier to collect same and book it in with a technician.</p> <p>19 April 2017, Once the phone was collected I did receive an SMS confirming reciept of my devise and i was happy about that.</p> <p>from 20 April 2017, I kept on calling to get an update and they were as follows:</p> <p>1. 20 April 2017, The phone has been assessed and they have found nothing wrong but it has gone for second assesment.</p> <p>2. 21 April 2017, The phone is at the repair centre but has not been assessed.</p> <p>3. 22 April 2017, I get an SMS advising that my device that retails for R4000 has been quoted for R3603 and that I must pay a deposit of R2702.</p> <p>- i am utterly shocked at this price and i am cofused because i was never told what the problem with the device is/was.</p> <p>- I was not given the guidelines to reject the quote, so i go on to call the service centre on the monday.</p> <p>4. 02 May 2017, I call the service centre and i tell them that i dont understand how i am being charged so much yet i never even received details of what it was that was wrong with the device, the agent tells me that there were 2 sms's sent but they failed and then he goes on to explain what was wrong with my deice, i didnt understand a word all i heard were the crazy prices.</p> <p>5. I go on their website and i lodge an official complaint about the customer service or lack thereof.</p> <p>6. I fortunately get a response and i asked that they advise on ways to reject the quote, i was told tp respond to either the email or sms sent.</p> <p>7. 28 April 2017, I paid the rejection fee and sent the POP to the email, i received an auto response advising that the person in charge of accounts is oput of office.</p> <p>8. Tuesday, 2 May 2017, i received a call from the Smartlab and was asked if the R150 i paid was for the rejection fee and i said yes. I was then immidiately flooded with sms's advising that my device was ready for collection.</p> <p>9. 3 May 2017, i receive an sms advising that this is the second reminder that my device is ready for collection. I then contacted the service centre and advised that the device was collected from me and therefore i would require that they deliver same. I then received an email titled "TNT Collection Request JNB 846024'' and request made by a Hloni Letsitsi.</p> <p>10. 4 May 2017, i contact TNT to track the device delivery and spoke to a Allan who advised that the device was not handed over to them and that i should call the Huawei service centre and give them tracking and waybill numbers ********** 64 and PS ********** ********** repsectively.</p> <p>11. I contacted the service centre and spoke to Ida, i told her all the above and she advised that they had not received payment and i sent her all the correspondence regarding this matter. She said she would send the POP to the Smartlab and that I would be getting a call by close of business and i never did. I made a follow up call on the very same day i was never assisted, instead i was advised that the status on my job was that there has been no payment received.</p> <p>12. 05 May 2017, I contacted the service centre and i was advised that they would be contacting the courier and would get back to me.</p> <p> </p> <p>I am still waiting in vain!</p> <p> </p>