Exceptional Service

Dear MFA Team,

I would like to take a moment to commend Priya for the exceptional way in which she handled my complaint.

I raised a complaint on 1 September regarding a Smeg coffee machine I had received, as it was clear that the machine was not brand new. Priya took ownership of my complaint immediately and contacted me to request the necessary documentation. From there, she kept me updated every day and ensured that I was kept informed throughout the process.

What stood out to me most was her level of ownership, professionalism and commitment to resolving the matter. She did not simply acknowledge the complaint and leave it with another department; she followed it through until the matter was completely resolved and I received a brand-new Smeg replacement machine.

This was an excellent customer experience, particularly because complaints of this nature can often become frustrating when there is a lack of communication or follow-through. Priya made sure that neither was an issue.

I believe employees who demonstrate this level of commitment and customer care should be recognised. Priya is undoubtedly an asset to MFA, and I would like her management team to know how much I appreciated her service.

Thank you, Priya, for taking ownership, keeping me informed and ensuring that the matter was resolved to my satisfaction. Your professionalism and dedication are greatly appreciated.

Kind regards, Nomusa