Bad service

Good day,

We accepted a quote to repair a Samsung Galaxy S7 17th May 2018 at the Clearwater Mall weFix branch. We were advised by the consultant that it shouldn’t take longer than a 7 days to have it repaired. We received daily messages from weFix, on awaiting on parts. After a week past and still receiving the same notification “Your device is waiting on parts.”, we went to the store and the consultant advised that they still waiting for parts. Now we had to subsequently had to get another phone as being without a phone for another week was simply just not possible. This dragged on until we finally received a notification on the 5th July that is ready for collection. 7 weeks later… This is absurd customer service, although one receives notification via email, you don’t receive a call reassuring customers that we know your device has been with us for nnn weeks and the reason for the delay is…. I’m also in the customer service industry and being pro-active rather than re-active is key to maintain exceptional customer relationship for any business. Had we known that it would take so long for repair or perhaps given the option that it may take longer to repair your device, would you still mind wait or take it too someone else. Who knows perhaps we would of taken elsewhere or continued to wait knowing the reason.

The device is still awaiting collection but I would like some answers as to why it has taken so long.