66 year old pensioner vs gavin

I am still finding it hard to believe markhams n1 city mall. Let me start by saying I have worked in retail my entire life. I was a cellphone champ. I am well aware of various type of customers and customer service. The good, the bad and the ugly. What I have never experienced as a professional is u as the consultant asking the person what to write when booking in a ph for a repair. My mom is 66 years old. Bought a cellph over a year ago at markhams. With the ph she took insurance out on the ph.. This ph suddenly doesnt power on. Even tried charging. I know this because I live with her I am aware of this when it hpnd. We saw the sides of the ph is loose which we assumed was why its not going on. Mayb it was causing the charging issue, who knows besides a technician? She goes to book this ph. This guy gavin.. Supposedly supervisor of cellphones gives her the run around. Makes her fill in paperwork.. This ph still being under warranty was asked to be sent to repairs (not insurance) apparently the insurance doesnt cover ANYTHING except a cracked screen or water damage. Nobody knew this except the insurer. Another thing that wasnt mentioned. Mind you, while she was paying insurance religiously tfg changed underwriters. The customer didnt even know. This Gavin guy books it in with insurance instead supplier. Now my mom is phoneless for weeks. Apparently the tfg way is to enquire about the phone via telephone first before a courier even picks it up. Idk what *** is this because the staff members cant even fill in paper work how the hell cn u say whats wrong with it.. Thats why u book it in. Logs a repair. A courier comes and collect it from there a tech will look diagnose and report etc.. I felt like giving this gavin guy a hell of a smack. He needs retraining heavily in his training and customer service. U dont treat seniors this ***. Especially not a tfg store thats so expensive. The phone lays weeks in a store not collected due to being rejected by insurance that dsnt cover a power on issue. Nobody told gavin to use insurance. He shouldve sent it for repairs under warranty. Now.... After several weeks.. He decides to send it to supplier with a other customer who also booked a ph in for repair that mst go to mtn. My question is why ddnt this guy do so in the first damn place???? The cherry on the cake is according to tfg records the insurance only started covering the phone since january yet shes paying more than a year insurance. A useless on at that. Tell me, where is the **** here??? U cant even argue with this people.. This gavin guy isnt fit for this role. 66 years old u get sent up and down? My mom and her husband uses petrol to get to n1 not water almost every friday. This place doesnt even deserve one star. How can u make up a scenario that the person left the room while phone was on charge and it fell? Now samsung is quoting my mom over 2000rand for a vrot samsung that ddnt even fall. If u read this and thinking of buying a ph with tfg and insurance u in for a hell of a shock. This woman is very sad that she is now phoneless. Its bad. Ackermans never treats its customers like this. Markhams n1 city u should be ashamed of how u treat my mother.