1 reviews | Active since Jun 2017

27 Sept 2018, 12:26

Appalling service from returns at Makro Alberton

Item: Makro
Rating: 1

I will post an email trail below which is self explanatory and indicative of the appalling service we received after returning a laptop bought Brand New from Makro.

During this returns process the laptops original crashed HDD was "misplaced" by Ensure IT . Delay tactics and diversions are clearly the modus operandi used. The search for the HDD has been lingering on for over 4 months. To date we do not have the HDD nor the data contained therein or a solution to our problem.

We have been more than patient as indicated in the mails below.

Suggested text family carConversation opened. 27 messages. 3 messages unread.

Skip to content Using Gmail with screen readers

6 of 403 RE: CALL LOG/ENSURE( ********** )( ********** ) Inbox x

Ryan Ballman Attachments Fri 7 Sep, 13:49 to Wesley.Major, Lindokuhle, Ganapathyram, IPGConSA, Shanmugapriya, Katise, Sarah, Mapule, Basil, me

Good Day Wesley

The process that was followed was done as such:

· I sent my PC into Makro for repair

· They then sent the PC to Ensure IT and as per their repairs process as you guys are the IT company for HP

· Ensure then informed Makro as well as myself that if they replace the HDD that I won’t be able to get the old HDD back because Ensure keeps it for their own uses.

· I then phoned Ensure and asked that they not replace the HDD and send it back to Makro so that I can recover the hard drive myself. To which I was informed that I might lose the warranty if I try to do so.

· Both Makro and myself then asked Ensure (as per the below thread) to confirm if I would in fact lose the warranty if I tried to recover the data myself by sending it to and IT company of my choice, because obviously I need the info on the old HDD.

· There was no go ahead to replace the HDD and the PC was sent back to Makro for me to collect.

I expect that my old HDD is either sent back to me so that I can recover the data on it OR that either Ensure/Makro recover that data and hand it back to me. That is important work data and I have needed it for the past month that my PC has not been in my possession.

I trust that this info finds everyone in the clear of what needs to happen next. Thank you.

Regards,

Ryan

From: Wesley.Major ********** Sent: Friday, 07 September 2018 1:27 PM To: Lindokuhle Khoza; Ganapathyram U; IPGConSA; Shanmugapriya M Cc: Katise Mashele; Sarah Mhlongo; ********** Mapule Mooki; Basil Baby Subject: RE: CALL LOG/ENSURE( ********** )( ********** )

Hi Lindokhuhle

I am waiting on confirmation if the old HDD is still with Ensure.

This repair was completed 01/08/18 and sent back to the store. Please advise why we are being informed only now that you have not received the faulty HDD.

Regards

Wesley Major | Customer Relations Supervisor | Ensure IT Services (Pty) Ltd.

Unit 9 & 10, Alphen Square South, No.845, 16th Road, Randjespark, Midrand 1685, South Africa

T ********** 000 | VOIP : 7307 W www.ensureservices.com

From: Lindokuhle Khoza ********** Sent: 09/07/2018 01:18 PM To: Wesley.Major ********** Ganapathyram U ********** IPGConSA ********** Shanmugapriya M ********** Cc: Katise Mashele ********** Sarah Mhlongo ********** ********** Mapule Mooki ********** Subject: RE: CALL LOG/ENSURE( ********** )( ********** )

Good day Wesley

As per our telephonic conversation earlier regarding the job no: ********** 757.

Kindly advise if you have manage to find the old hard drive as I need to update the customer ASAP.

Please note that the customer needs the old hard driver because there’s important information inside.

Your quick response will be highly appreciated .

Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: **********

Makro SA Alberton

FRONT RETURNS CLERK

LINDOKUHLE KHOZA

TELL: ********** /7241

MY GOD IS BIGGER THAN THE UNIVERSE

A division of MASSMART Holdings Limited

Cnr Ascot & Heidelberg Roads│Alberton│1449│Private Bag X │Bracken Gardens │1452

Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: ********** Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: **********

Description: **********

From: Mapule Mooki Sent: Friday, August 31, 2018 10:30 AM To: Wesley.Major; Ganapathyram U; IPGConSA; Shanmugapriya M Cc: Katise Mashele; Lindokuhle Khoza; Sarah Mhlongo; ********** Subject: RE: CALL LOG/ENSURE( ********** )( ********** )

Good day

Kindly assist with the below emails, customer said he contacted the data recovery center and he was advised that he will lose his warrantee once they can open the warrantee seal on the unit to retrieve the data.

Kindly advise on that.

Thanks and warm regards

Mapule Mooki

Front returns clerk

│Makro Alberton

│A division of MASSMART Holdings Limited│South Africa

│Tel: +27 (10) ********** │fax:*** ********** :webhttp://www.makro.co.za

Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: **********

A division of MASSMART Holdings Limited

Cnr Ascot & Heidelberg Roads│Alberton│1449│Private Bag X │Bracken Gardens │1452

Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: ********** Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: **********

From: Mapule Mooki Sent: Monday, July 30, 2018 10:59 AM To: 'Wesley.Major'; Ganapathyram U; IPGConSA; Shanmugapriya M Cc: Katise Mashele; Lindokuhle Khoza; Sarah Mhlongo Subject: RE: CALL LOG/ENSURE( ********** )

Good day

It’s **********

Thanks and warm regards

Mapule Mooki

Front returns clerk

│Makro Alberton

│A division of MASSMART Holdings Limited│South Africa

│Tel: +27 (10) ********** │fax:*** ********** :webhttp://www.makro.co.za

Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: **********

A division of MASSMART Holdings Limited

Cnr Ascot & Heidelberg Roads│Alberton│1449│Private Bag X │Bracken Gardens │1452

From: Wesley.Major ********** Sent: Monday, July 30, 2018 10:25 AM To: Mapule Mooki; Ganapathyram U; IPGConSA; Shanmugapriya M Cc: Katise Mashele; Lindokuhle Khoza; Sarah Mhlongo Subject: RE: CALL LOG/ENSURE( ********** )

Hi Mapule

Please can you send me the Ensure job number for this repair.

Regards

Wesley

From: Mapule Mooki ********** Sent: 07/27/2018 04:51 PM To: Wesley.Major ********** Ganapathyram U ********** IPGConSA ********** Shanmugapriya M ********** Cc: Katise Mashele ********** Lindokuhle Khoza ********** Sarah Mhlongo ********** Subject: RE: CALL LOG/ENSURE( ********** )

Good day

Our drivers came to collect and they were told that they cannot collect with an email, kindly deliver the unit in store since we do not have the actual job card to collect the unit.

Kindly mark it urgent as the customer needs the unit urgently for work.

Thanks and warm regards

Mapule Mooki

Front returns clerk

│Makro Alberton

│A division of MASSMART Holdings Limited│South Africa

│Tel: +27 (10) ********** │fax:*** ********** :webhttp://www.makro.co.za

Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: **********

A division of MASSMART Holdings Limited

Cnr Ascot & Heidelberg Roads│Alberton│1449│Private Bag X │Bracken Gardens │1452

From: Mapule Mooki Sent: Friday, July 27, 2018 9:00 AM To: 'Wesley.Major'; Ganapathyram U; IPGConSA Cc: Katise Mashele; Lindokuhle Khoza; Sarah Mhlongo Subject: RE: CALL LOG/ENSURE( ********** )

Good morning

Our drivers will come and collect the unit today so that the customer can back up his data then we will bring the unit back for Hard drive replacement.

Thanks and warm regards

Mapule Mooki

Front returns clerk

│Makro Alberton

│A division of MASSMART Holdings Limited│South Africa

│Tel: +27 (10) ********** │fax:*** ********** :webhttp://www.makro.co.za

Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: **********

A division of MASSMART Holdings Limited

Cnr Ascot & Heidelberg Roads│Alberton│1449│Private Bag X │Bracken Gardens │1452

From: Wesley.Major ********** Sent: Thursday, July 26, 2018 10:53 AM To: Mapule Mooki; Ganapathyram U; IPGConSA Cc: Katise Mashele; Lindokuhle Khoza; Sarah Mhlongo Subject: RE: CALL LOG/ENSURE( ********** )

Hi Mapule

If the unit is under warranty then we can unfortunately not return the old HDD as this must be sent back to HP.

Regards

Wesley

From: Mapule Mooki ********** Sent: 07/26/2018 09:38 AM To: Wesley.Major ********** Ganapathyram U ********** IPGConSA ********** Cc: Katise Mashele ********** Lindokuhle Khoza ********** Sarah Mhlongo ********** Subject: RE: CALL LOG/ENSURE( ********** )

Good day

Customer agreed that the hard drive can be replaced but is it possible that you also return the old hard drive so that he can take it to the data recovery center?.

Thanks and warm regards

Mapule Mooki

Front returns clerk

│Makro Alberton

│A division of MASSMART Holdings Limited│South Africa

│Tel: +27 (10) ********** │fax:*** ********** :webhttp://www.makro.co.za

Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: **********

A division of MASSMART Holdings Limited

Cnr Ascot & Heidelberg Roads│Alberton│1449│Private Bag X │Bracken Gardens │1452

From: Wesley.Major ********** Sent: Thursday, July 26, 2018 9:10 AM To: Mapule Mooki; Ganapathyram U; IPGConSA Cc: Katise Mashele; Lindokuhle Khoza; Sarah Mhlongo Subject: RE: CALL LOG/ENSURE( ********** )

Hi Mapule

You will have to contact a data recovery centre to assist with the below request.

Regards

Wesley

From: Mapule Mooki ********** Sent: 07/26/2018 08:58 AM To: Ganapathyram U ********** IPGConSA ********** Wesley.Major ********** Cc: Katise Mashele ********** Lindokuhle Khoza ********** Sarah Mhlongo ********** Subject: RE: CALL LOG/ENSURE( ********** )

Good day

Kindly advise if it’s possible to retrieve all the data lost on the hard drive?

Thanks and warm regards

Mapule Mooki

Front returns clerk

│Makro Alberton

│A division of MASSMART Holdings Limited│South Africa

│Tel: +27 (10) ********** │fax:*** ********** :webhttp://www.makro.co.za

Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: **********

A division of MASSMART Holdings Limited

Cnr Ascot & Heidelberg Roads│Alberton│1449│Private Bag X │Bracken Gardens │1452

From: Ganapathyram U ********** Sent: Monday, July 23, 2018 2:39 PM To: Mapule Mooki; IPGConSA Cc: Katise Mashele; Lindokuhle Khoza; Sarah Mhlongo Subject: RE: CALL LOG/ENSURE( ********** )

Good day,

FEDEX Booking REF # : JNB ********** 5

Thanks & Regards

Ganapathy Ram U | Junior Process Executive | Ensure Services

Email id: ********** W www.ensureservices.com

T +91 44 3 **********

Description: Description: Description: Description: Untitled-2

Find us on Description: Description: Description: Description: Description: ********** Description: Description: Description: Description: Description: ********** Description: Description: Description: Description: Description: ********** Description: Description: Description: Description: Description: **********

From: Ganapathyram U Sent: Monday, July 23, 2018 4:48 PM To: 'Mapule Mooki' ********** IPGConSA ********** Cc: Katise Mashele ********** Lindokuhle Khoza ********** Sarah Mhlongo ********** Subject: RE: CALL LOG/ENSURE( ********** )

Good day,

Please be informed that case been logged vide our Job Card reference number ********** assigned FedEx to collect the shipment (Booking Ref No: will update):Kindly arrange to handover the unit when Fedex comes to collect.

Unit Delivery Address:-

JOHANNESBURG

Mr. Wesley Major

Ensure IT Services (Pty) Ltd

Unit No. 9 & 10 , Alphen Square South

No.745, 16th Road , Randjespark, Midrand 1685, South Africa

Phone : 0 ********** 00 & 0 ********** 64 FAX : **********

E-Mail : **********

Website : www.ensureservices.com

Thanks & Regards

Ganapathy Ram U | Junior Process Executive | Ensure Services

Email id: ********** W www.ensureservices.com

T +91 44 3 **********

Description: Description: Description: Description: Untitled-2

...

[Message clipped] View entire message Attachments area 22

Wesley.Major 20 Sep 2018, 11:46 (7 days ago) Hi Meagan The faulty HDD was returned to HP and will not be possible to have it to you by end of today. I have requested for the faulty HDD to be traced and if

Ryan Ballman 26 Sep 2018, 09:01 (1 day ago) to Lindokuhle, Katise, Sarah, Mapule, Basil, Ganapathyram, IPGConSA, Shanmugapriya, Wesley.Major, me

Good Morning Wesley

Where is my HDD? I cannot wait any longer and this needs to be rectified ASAP!

I expect an answer before 12pm today.

Regards

Ryan

From: Wesley.Major ********** Sent: Thursday, 20 September 2018 10:02 AM To: Ryan Ballman Cc: Lindokuhle Khoza; Katise Mashele; Sarah Mhlongo; Mapule Mooki; Basil Baby; Meagan Ballman; Ganapathyram U; IPGConSA; Shanmugapriya M Subject: RE: CALL LOG/ENSURE( ********** )( ********** )

- If the faulty HDD is still with them

- If the faulty HDD was sent back to the store

- If the faulty HDD was returned to HP

I am waiting on confirmation if the old HDD is still with Ensure.

This repair was completed 01/08/18 and sent back to the store. Please advise why we are being informed only now that you have not received the faulty HDD.

Regards

Wesley Major | Customer Relations Supervisor | Ensure IT Services (Pty) Ltd.

Unit 9 & 10, Alphen Square South, No.845, 16th Road, Randjespark, Midrand 1685, South Africa

T ********** 000 | VOIP : 7307 W www.ensureservices.com

From: Lindokuhle Khoza <

...

[Message clipped] View entire message

Wesley.Major 26 Sep 2018, 13:25 (23 hours ago) to Ryan, Lindokuhle, Katise, Sarah, Mapule, Basil, me, Ganapathyram, IPGConSA, Shanmugapriya

Hi Ryan

Unfortunately the supplier shipped the faulty HDD back to HP. They advised they are not able to trace it once it leaves their warehouse.

Regards

Wesley Major | Customer Relations Supervisor | Ensure IT Services (Pty) Ltd.

Unit 9 & 10, Alphen Square South, No.845, 16th Road, Randjespark, Midrand 1685, South Africa

T ********** 000 | VOIP : 7307 W www.ensureservices.com

From: Ryan Ballman ********** Sent: 09/26/2018 09:01 AM To: Wesley.Major ********** Cc: 'Lindokuhle Khoza' ********** 'Katise Mashele' ********** 'Sarah Mhlongo' ********** 'Mapule Mooki' ********** Basil Baby ********** 'Meagan Ballman' ********** Ganapathyram U ********** IPGConSA ********** Shanmugapriya M ********** Subject: RE: CALL LOG/ENSURE( ********** )( ********** )

If the faulty HDD is still with them If the faulty HDD was sent back to the store ...

[Message clipped] View entire message

Ryan Ballman 26 Sep 2018, 13:49 (22 hours ago) to Wesley.Major, Lindokuhle, Katise, Sarah, Mapule, Basil, me, Ganapathyram, IPGConSA, Shanmugapriya

So what exactly is your next move Wesley ???

Do you not keep part numbers for repairs or serial numbers that you can phone HP and ask for that HDD?

If you are unable to return my HDD or simply to track its location then I will take this further.

Ryan

Sent from my iPhone ...

[Message clipped] View entire message Ok, I will do that.Ok, I will let you know.Noted, will do.

Helpful (0)

Replies (1)

Makro's replyOfficial

02 Oct 2018, 08:35

Thank you for alerting us on your complaint. Kindly be advised that your complaint has been escalated to the relevant team who will be in contact with you.

Regards

Mbali Makhanya

Makro's reply02 Oct 2018, 08:35

Official

Thank you for alerting us on your complaint. Kindly be advised that your complaint has been escalated to the relevant team who will be in contact with you.

Regards

Mbali Makhanya