iWyze, not so Wise

<p>We recently experienced a problem with our BlueRay 3D HD ( BD-D5500/xa) dvd player that went faulty after a spate of Municipal power cuts. </p> <p>My wife contacted iWyze and lodged a claim. The agent logged the details and we were asked to wait for an accessor to come out. While we awaited for the accessor to arrive, which was going on a week and some after the claim was placed, we discovered an issue with the TV not comming out of Standby. So we naturally informed iWyze accordingly siting the problem to be relayed to the power issues we been having and unfortunately picked up the issue with the TV when we tried to switch it on days later. By this time the accessor had still not yet come out for the BlueRay player. The response from the call center was that they would have to log another claim coz this is a different insident. This meant excess R500 per claim. I further tried to clarify with agent on the fact that this was 1 claim and failed. So I accepted the addition excess charge and awaited my replacements. My TV which was a tube type Whafedale was replaced with a 32 hisense coz my tv was discontinued. I was happy with that. But when I checked the specs on the BlueRay it was the std entry level unit vs my previous cutting edge unit with Touch controll, usb and smarthub features. I called into the iWyze helpdesk to query.</p> <p>The agent blatantly stated that this is the unit that had been speced as my replacement and has been verified with Samsung accordingly providing me with the Samsung contact details. So I naturally called Samsung to Clarify and it was found that I was provided with the wrong model of player and that iWyze should contact them to clarify. I called iWyse and was told that my Claims consultant will call back. Amasingly so after about a 30 mins she did. She still refused until we requested a conference with Samsung. This is when the info was clarified and after a delay and a few calls into the iWyze call center we get an sms stating to pick up our now correct model of player. The Claims Agent didn't even have the courtesy to call back and apologize for the inconvenience caused.</p> <p> </p> <p>My Findings: </p> <p>1. The system employed finds reason to push back to the customer with proper investigation.</p> <p>2. The Agents can not comprehend the situation, hence can not provide a mutually befitting </p> <p> result.</p> <p>3. Agents Lack General telepfone etiquette.</p> <p>4. Poor responce and followup..</p> <p>5. The system lacks a chain of escalation.</p> <p> Well even the team leaders and managers don't</p> <p> call back to assist. Once you are appointed an</p> <p> no matter the s**** set, that's it. It's your doom thereafter.</p> <p>All in all totally inefficient, inadequate, unprofessional, app hauling, pathetic Level of Service.. Kinda Sad FNB Insurance moved us to iWyze.</p> <p>Will be moving to another Insurance provider..</p> <p> </p> <p> </p>