CO
Charlie O
1 reviews | Active since May 2020
17 Aug 2021, 13:53
Very poor communication
My experience with Wefix (Cape Town) was a rather regrettable one. My phone went in for repair and was ****** during an armed *******. While I obviously accept that a ******* is not in anyway something they are responsible for the service following that was not great. I received little to no information in the aftermath. Bar one phone call the following day after the incident, I had to constantly prompt them for information with regards to resolution of the problem. What added to the frustration of the whole situation is that the communication is exclusively done via email as there is not telephone number that you are able to contact them on. I would have hoped that given the circumstances a greater effort would have been made to communicate more effectively.
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Replies (2)
weFix's replyOfficial
17 Aug 2021, 14:30Hi Charles,
Thank you for taking the time to review us.
As discussed with you in our first call, we have reached out to our insurer and to your insurance company (Discovery) to further assist. We also advised you that once we have feedback we will get back to you. We haven't received any feedback since the last time we spoke to you and we have responded to every email you sent us as best we could with the information we had.
We are trying to expedite this as best as we can and in no way taking away from your experience or how much you're being inconvenienced, we are well aware. What occurred is unfortunate for our staff, and for the people involved but as a company we have been trying to assist you with the resources we have, and we fully understand how frustrating this must be for you, and given the incident, we too have procedures with our insurance that we need to comply with in order for the end result to be satisfactory.
We are sorry that you feel this way.
Best Regards
weFix CS Team
Thank you for taking the time to review us.
As discussed with you in our first call, we have reached out to our insurer and to your insurance company (Discovery) to further assist. We also advised you that once we have feedback we will get back to you. We haven't received any feedback since the last time we spoke to you and we have responded to every email you sent us as best we could with the information we had.
We are trying to expedite this as best as we can and in no way taking away from your experience or how much you're being inconvenienced, we are well aware. What occurred is unfortunate for our staff, and for the people involved but as a company we have been trying to assist you with the resources we have, and we fully understand how frustrating this must be for you, and given the incident, we too have procedures with our insurance that we need to comply with in order for the end result to be satisfactory.
We are sorry that you feel this way.
Best Regards
weFix CS Team
weFix's reply17 Aug 2021, 14:30
Official
Hi Charles,
Thank you for taking the time to review us.
As discussed with you in our first call, we have reached out to our insurer and to your insurance company (Discovery) to further assist. We also advised you that once we have feedback we will get back to you. We haven't received any feedback since the last time we spoke to you and we have responded to every email you sent us as best we could with the information we had.
We are trying to expedite this as best as we can and in no way taking away from your experience or how much you're being inconvenienced, we are well aware. What occurred is unfortunate for our staff, and for the people involved but as a company we have been trying to assist you with the resources we have, and we fully understand how frustrating this must be for you, and given the incident, we too have procedures with our insurance that we need to comply with in order for the end result to be satisfactory.
We are sorry that you feel this way.
Best Regards
weFix CS Team
Thank you for taking the time to review us.
As discussed with you in our first call, we have reached out to our insurer and to your insurance company (Discovery) to further assist. We also advised you that once we have feedback we will get back to you. We haven't received any feedback since the last time we spoke to you and we have responded to every email you sent us as best we could with the information we had.
We are trying to expedite this as best as we can and in no way taking away from your experience or how much you're being inconvenienced, we are well aware. What occurred is unfortunate for our staff, and for the people involved but as a company we have been trying to assist you with the resources we have, and we fully understand how frustrating this must be for you, and given the incident, we too have procedures with our insurance that we need to comply with in order for the end result to be satisfactory.
We are sorry that you feel this way.
Best Regards
weFix CS Team
CO
Charlie O's updateReviewer Update
17 Aug 2021, 14:40I appreciate the position you are in, but all of this can be avoided by just communicating effectively. Just by sending a simple message to say you have reached out to your insurer and are still awaiting feedback. My messages often were only responded to after asking for a question for a second time so I do not agree with your assessment that you have been responding to all of my email requests for additional information. For instance when asked for a reference number for the claim it was only on the second request for this reference number a day later that I was told I should use my claim number.
And just to make things clear you only contacted me once on your own accord and that was on 06/08/2021. Every other time I have been the one to initiate communication. I do not believe that after 11 days with no clear resolution that I am being unreasonable.
And just to make things clear you only contacted me once on your own accord and that was on 06/08/2021. Every other time I have been the one to initiate communication. I do not believe that after 11 days with no clear resolution that I am being unreasonable.
CO
Charlie O's update17 Aug 2021, 14:40
Reviewer Update
I appreciate the position you are in, but all of this can be avoided by just communicating effectively. Just by sending a simple message to say you have reached out to your insurer and are still awaiting feedback. My messages often were only responded to after asking for a question for a second time so I do not agree with your assessment that you have been responding to all of my email requests for additional information. For instance when asked for a reference number for the claim it was only on the second request for this reference number a day later that I was told I should use my claim number.
And just to make things clear you only contacted me once on your own accord and that was on 06/08/2021. Every other time I have been the one to initiate communication. I do not believe that after 11 days with no clear resolution that I am being unreasonable.
And just to make things clear you only contacted me once on your own accord and that was on 06/08/2021. Every other time I have been the one to initiate communication. I do not believe that after 11 days with no clear resolution that I am being unreasonable.