WeFix - DJI Mavic Faulty when opened - No refund or exchange policy as promised..... 7 - 10 working days to inspect it

<p> </p> <p>Wefix is obviously a store I would never do any business with in the future. Completely unprofessional and dishonest in their business dealings and promises listed on their websites.</p> <p> </p> <p>We do events and show \ promotions for clients. I need this unit for a promotion \ event in Dullstroom this week and already booked the Teambuilding and confirmed with the Client that we will be able to assist. I invested money into this event to ensure all runs smoothly.</p> <p> </p> <p>I bought a DJI Mavic from your store on Friday and opened it on Saturday.</p> <p> </p> <p>The one arm is making a clicking noise and reported this to the store immediately.</p> <p> </p> <p>I confirmed that I will bring it through for them to look at as I paid quite a bit of money for this unit and feel that it’s totally unacceptable that its making this noise and its brand new.</p> <p> </p> <p>I send mails to the store – whereby they informed me yesterday that it needs to be handed in and evaluated – This will take 7 – 10 Working days – head office to inspect based in Woodmead. (Due to my event this is totally unacceptable).</p> <p> </p> <p>I then called the Woodmead store – whereby the lady spoke to a person – informed me that they will inform Eastgate to do a swop as it’s still under Exchange plan and that I can go and exchange for a new one.</p> <p> </p> <p>Eastgate confirmed they had one in stock and I send them a mail to inform them that I’m on my way. </p> <p> </p> <p>Just after 2 I arrived at the Eastgate branch – Whereby a Indian lady said – Oh did you not receive my email – that I could see she is not telling the truth and I said no – because I have my emails on my phone and on my Ipad – I did not received the mail - She said oh – that we need to take your unit – send it to Woodmead and that you can get it back once assessed and looked into – 7 – 10 Working days. After I explained to her – that this is totally unacceptable – I need the unit for my event. She said sorry but she needs to get the unit to Woodmead and the Technician and team is onsite and will check it for me.</p> <p> </p> <p>I then left to go through to Woodmead branch as I mentioned I need this unit for my event.</p> <p> </p> <p>Arrived at Woodmead and the Indian Guy said it needs to be booked in for an hour – as they need to look at it.</p> <p> </p> <p>I agreed that I will go and get a few things needed for the teambuilding and will be back. We booked in in Under Job Card Number: WM06793 @ 15:28</p> <p> </p> <p>Waited for almost an hour whereby they called me and said that they unit had been inspected I can come back. We went back. Told us that it’s a fault on the arm and that they tried to tweak it but it’s still making a clicking sound. But its faulty</p> <p> </p> <p>I said I’m not happy I need the unit for my event. It was quite and then the sound got louder again the more you move it.</p> <p> </p> <p>The lady in front was very nice and went back to the guy in the back. (That never came out to spoke to me) They said that I can to take it back to Eastgate – it’s under warrantee and exchange and she called Eastgate branch. They then confirmed with Eastgate branch that I will return the unit as it was faulty and that they will replace or refund me. They confirmed that I will be back at Eastgate before 18:00 before they closed. While I was standing there with my 3 Kids and confirmed that I will go back to Eastgate as I need to get the unit for my event.</p> <p> </p> <p>I got stuck in the rush hour traffic – with my Kids – Finally arrived back at Eastgate at 17:38</p> <p> </p> <p>Only to be told that they’ve just been informed that I need to book the unit in for a full evaluation and that they will not exchange it. I was furious as I was informed that they will exchange it at Woodmead after they tested it.</p> <p> </p> <p>The lady then called this (So called) Mr Govender. And he spoke to me. He said unfortunately the unit needs to be booked in for 24 – 48 hours or 7 – 14 Days. Whereby I explained I don’t have time for this – as I’m running an event and need a unit that will not give me any errors. I said to him that they told me at Woodmead branch to return to Eastgate and they will swop it.</p> <p> </p> <p>His answer to me was – He is based at Woodmead in the back and that his staff never ever called Eastgate and will not do that Or give me this information at any circumstances and that I don’t know what I was talking about and making up a story that is not true. His staff will never say anything to another store like this.</p> <p> </p> <p>You have cameras in your stores – why don’t you see that the one lady spoke to the Eastgate branch – then another Indian lady took the phone and said – You will swop the unit and or you will give a refund – the client will be there before 6. She told me that they will get the other unit on hand ready for me.</p> <p> </p> <p>Mr So Called Govender that didn’t really wanted to give his information to me said that I can use the Drone for my event – but he won’t take any responsibilities as it’s faulty……. And crashes during the event…….. Wow this is really great support.</p> <p> </p> <p>I just find this kind of service totally unacceptable. He said that he cannot be held liable for faulty units you import.</p> <p> </p> <p>If I supply a service to a customer – I take full responsibility for it.</p> <p> </p> <p>Even the staff in Eastgate apologise and they said that they wish that they can assist me but they only office staff and that they cannot authorize anything.</p> <p> </p> <p>Do you think that this is customer service and that your branch really came to the party as expected from a dealer when they sell the Dji Mavic.</p> <p> </p> <p>I don’t this is the way to deal with a problem concern at any given point and to tell a customer that I’m lying about what his staff told me and that I can exchange or get a refund.</p> <p> </p> <p>What do I say to my client now - who’s going to cover these costings for the event and commitments I made to date.</p> <p> </p> <p>Left messages for Mr. Alex Fourie owner to contact me but said he is too busy I need to speak to Complaints department. 3 hours later after i left a message and i'm still waiting. No urgency to them.....</p> <p> </p> <p> </p>