Awful Service Complaint

Good day

I was happy to receive your response and I went back to the Menlyn store so that my phone could be looked at again as this is where it was fixed, however, my experience when I arrived at the store was horrible.

I was speaking to Antonet, who was extremely rude, I told here that a fixed my phone here and that it has been less than 7days, initially when my phone's screen was repaired it was mentioned to my partner that the phone was disabled and it might need to be whipped for it to work, which we mentioned was not a problem on the day, she did mention though that the technician stated that this might not be necessary and that we should give it 20 minutes(this was on the day the phone was being repaired).

Antonet refused for the phone to be fixed unless I paid a R250 for the software/whipping of the phone. If it was mentioned previously that there is a possibility that I might have issue's later if the phone was not whipped, I would have gone for the option for the phone to be whipped, this was not made clear to us.

Antonet mentioned to my partner on the day that there would be no cost if the phone was to be whipped as they had just repaired the screen. We went with her word and the faith we have in your organization as she is a representative of your organization.

She was however so rude, she told me that I can go and complain and that her name is Antonet when I asked about the complaints process/logging a complaint, I told her that she's being rude and that i was just trying to get my phone fixed based on my partners and I's interaction with her.

She just mentioned that there is nothing she can do I need to pay the R250 if i want the phone to be fixed.

what is the point of the 7 day grace period? what's the point of it if all that you'll require is for another payment for something that could have been completely resolved from the onset ?

What about the inconvenience of me having to travel all the way to Menlyn to have my time and money wasted ?

I acted on the response I receive from Wefix, if the communication was clearer at the store and through the email response the whole inconvenience could have been avoided, this could have been mentioned on the email, this could have been mentioned when we initially brought the phone in, however the customer has to always foot the bill.

I honestly feel like when one thing is fixed with Wefix another problem is created so that you have returning customers based on the experience I had today. That's not how you keep customers.

I'd like to formalize this as a complaint, I'm really disappointed by your service and especially how your staff member spoke to me with attitude.