Service Level are Low

I am writing to formally express my dissatisfaction with the handling of my 1-day Out-of-Box Failure (OBF) request. While I do not hold the in-store representative responsible, as they conducted themselves professionally, I am seriously concerned about the flawed procedure followed.

Despite providing solid proof of the device’s fault— including a video demonstration and a detailed report— the device was still sent to the repair center. This has resulted in unnecessary delays. It has not even been 24 hours since the device was returned, yet I am now left without a device, waiting 3–4 days for it to reach the technical center, followed by an indefinite waiting period for a decision. Such inefficiency is unacceptable.

Furthermore, I demonstrated to the consultant that the device fails basic functionality tests. While running entry-level games such as Bubble Witch, the device is unable to multitask. For instance, when a call comes through while another application is running, only the vibration is audible. The call screen only appears after 5–6 vibrations. Even after disconnecting the call, the device incorrectly shows that it is still ringing. This clearly indicates a defective device that warrants immediate replacement under the OBF policy.

With all due respect, OPPO South Africa, I strongly urge that your staff be trained to handle such matters with the professionalism they require. The focus should not be solely on sales but also on providing competent customer service and technical support.

I expect this matter to be treated with the urgency it deserves and for the appropriate resolution to be expedited without further delay.