Pathetic Customer Service by Poovan from MM All Electronics - Samsung Service Centre

Two weeks ago, i had a pathetic customer service at MM All Electronics (Samsung Service Centre) at the Wedge Shopping Centre, Rivonia Road Sandton. I forgive the junior staff who seem to be a bit clueless on what other hand is doing in the same store. However, customer management s****s or lack off, of the so called, Operations Manager: Poovan Sodalay was shocking to say the least. I find him condescending, defensive and rude. I’m talking about a guy who would just take a call and disappear whilst talking to him. This is despite the fact that I had proved my frustration was warranted. Right now, I care less whether it was their system that’s erred or anyone cared to called me as soon as they realized their system bounce my correct email address. It makes me wonder if indeed they did called me on Tuesday as they claimed. Poovan sadly and dismally lacks basic customer management s****. I don’t think he knows a concept of service recovery or M.O.T, and let alone Brand Equity. If he does, then I can conclude he’s ******. I doubt he would treat his Indian brothers or other white customers who in the store as he did to me. When I raised my voice out of frustration and lack of proper explanation, he called in a security guard on me- imagine. Not even once has he said, “I’m sorry”. Instead he defended everyone else without having any empathy for paying customer that I am. I still don’t know what’s wrong with my device despite the fact that my hard earned money was taken. Perhaps, to him R200,00 is peanuts. Well to me it’s a lot and I’m not even gonna factor in my airtime and petrol wasted. The opportunity cost, seeing that it was office hours and the fact that I have been a Samsung client for years, and possibly future, will make it even way more. I don’t expect Poovan to understand all these concepts. In about 2weeks of email to Samsung, no one has bothered to feedback.