1 reviews | Active since Jan 2013
Equipment in Matrix Warehouse's care is the customer's problem if they mess up
I took in a brand new faulty device that was not purchased at Matrix for diagnostic and repair. Though I had already run a diagnostic, I was told I still have to pay for them to do so, for booking it in, and for storing it. I was told I had no choice but to agreed to pay the fee. I then booked it in, had to wait almost 10 minutes for the agreement to print, only to be told that I HAVE to sign the document that states I will have no claim against them in the event of loss, theft, fire, etc. I was not happy with this clause and I was told they are not prepared to assist me until I agree to that. It seems Matrix wants to charge their customers for storage, but they do not care if anything happens to customer property in their care. Surely the should have insurance? So, if their staff decided to do some free shopping, or they or someone else's neglect burns the building down, that's the customer's problem, not theirs Then, as if that was not enough, when I cancelled the order, I asked them to delete my details. I was told they cannot. So, despite the POPI Act, and my subsequent complaint with the POPIA regulator. They employ young staff, but they clearly do not train them in customer service or the law in general. They were completely unhelpful and dismissive.
As per the email sent to you on the 2nd March 2022, your complaint has been noted and we have engaged with the software developer of our accounting and stock keeping software to have your details removed from our database. Unfortunately, we did not get a reply within your imposed time limit. We are hoping to have this resolved throughout the course of today.
Thank you
As per the email sent to you on the 2nd March 2022, your complaint has been noted and we have engaged with the software developer of our accounting and stock keeping software to have your details removed from our database. Unfortunately, we did not get a reply within your imposed time limit. We are hoping to have this resolved throughout the course of today.
Thank you
Your e-mail around my personal details on the day I reported the matter to the regulator is noted, though I had to first make good on my promise to report it before I received the courtesy of a response. I still d9o not have confirmation from you that you have deleted my personal details, so I do not consider the matter resolved at all.
Furthermore, you have elected not to respond regarding your policy to not take accountability for the goods your customers trust you with. From another review I read, it seems you lost another customer's property, but I guess he signed the agreement to not hold you liable for the loss of his equipment.
It would be interesting to see how you comment on that, since that was what my heading spoke of, right?
Your e-mail around my personal details on the day I reported the matter to the regulator is noted, though I had to first make good on my promise to report it before I received the courtesy of a response. I still d9o not have confirmation from you that you have deleted my personal details, so I do not consider the matter resolved at all.
Furthermore, you have elected not to respond regarding your policy to not take accountability for the goods your customers trust you with. From another review I read, it seems you lost another customer's property, but I guess he signed the agreement to not hold you liable for the loss of his equipment.
It would be interesting to see how you comment on that, since that was what my heading spoke of, right?
We have sent you a mail reporting that your personal details have been removed from our accounting and stock keeping software.
We do have business insurance and where Matrix Warehouse Group has been found to be negligent in the care of customer's items, we have always done our utmost to have the item repaired or replaced. In the case of the July unrest, as an example, where our store in Durban was looted, vandalised and then torched, all the qualifying customer items were replaced through our insurer despite of the clause in question. The only time that we will not do an insurance claim through our insurer is when the client already has insurance on that item. We cannot claim for the same item twice.
Thank you
We have sent you a mail reporting that your personal details have been removed from our accounting and stock keeping software.
We do have business insurance and where Matrix Warehouse Group has been found to be negligent in the care of customer's items, we have always done our utmost to have the item repaired or replaced. In the case of the July unrest, as an example, where our store in Durban was looted, vandalised and then torched, all the qualifying customer items were replaced through our insurer despite of the clause in question. The only time that we will not do an insurance claim through our insurer is when the client already has insurance on that item. We cannot claim for the same item twice.
Thank you