3-4 Weeks to assess a faulty return.

To whom it may concern,

Today we returned our faulty Dlink ADSL modem to Incredible Connection Bay West Mall in Port Elizabeth today. Our friend plugged his modem into our line using and his worked 100%. This confirms that our modem is faulty.

We are very unhappy that Incredible Connection Bay West Mall says that it will take 3-4 weeks to have it tested and give us an answer as to what the way forward would be. This means that we will be without an internet connection for 3-4 weeks. Is this standard procedure? If it is this is completely unacceptable and we will no longer support Incredible Connection. We asked if we could be given a loan modem to use until they get back to us, however they are not able to do so. We are extremely disappointed by this low level of customer service. This is not how a customer should be treated.

We are looking forward to your response regarding this matter.

Thank You, Kieran Gajjar Software Engineer