American Swiss disgusting, pathetic service

Good day.

I would like to report on the absolutely pathetic service I have received at the American Swiss store in Chatsworth, Durban.

My wife and I had purchased a cellphone in 2016 and after some time the phone started giving software related problems.

We took it to the store for a software upgrade since the phone refuses to upgrade automatically. It was booked in on the 23 Feb 2018. After waiting for about 2 months my wife got a call from a lady at the store who said they had the phone back which is water damaged, and they cannot do anything about it. My wife responded by saying there is no way there is water damage to the phone and she will not accept the phone back in the same condition of the software not being upgraded.

I then visited the store on the 3rd of March 2018 where I was greeted by a sales consultant named Nivana. She informed me that the phone is working. I asked her who called my wife and said its not working, Nivana rep**** that she did not know but the phone is working.

I refused to take the phone and made her charge it to show me proof.

After the phone had switched on, I found that the phone was infact not working. Then miraculously she produced a photograph of the opened phone and the supposed water damage.At this point the manageress Reena also got involved in a very heated discussion with myself and Nivana , since I had realised that Nivana had **** to me about the phone being in a working condition.

Nivana said the phone will be sent back and that I would have to pay for the repairs to which I refused.

I spoke to Caroline at Mobicell call centre who also spoke about water damage but I said to her there is no way that we had damaged the phone in such a manner since we had taken such good care of it.

Then Reena suddenly remembered that she was the one that spoke to my wife. Reena related the call, stating that my wife was OK with the phone not working. This is a blatant lie because my wife did not agree to anything because my wife knows that there was no water damage.

These two women simply wanted to get me out of the store with the phone which is why they spun lies and made up excuses. Luckily I was not fooled and left the phone at the store. I do suspect that someone at the store had damaged the phone.

A few days later the area manageress Patsy Moodley gave me a call.

When I mentioned the terrible behavior of her staff she said that they would be dealt with. She could offer no explanation for their behaviour or any kind of apology. When I demanded that the staff apologise to me , she even had the audacity to tell me that American Swiss does not do apologies. She also said that she is doing me a favour by seeing to my complaint because the phone is out of warranty, but I have paper work that States that it is on a 24 month contact. When I said I will contact the National Consumer Council , Patsy then threatened me with legal action.

I have contacted the Foschini group on numerous occasions since then on hello Peter and social media but it has been two weeks and no one has given me a call or communicated with me as to any kind of resolution.

I see a number of people are just as shocked and disgusted by the pathetic after sales service from American Swiss.

Now that they have my money, it seems as if they don't care about how they treat me and other customers.

Please can you assist in this matter.

Kind regards Warren Lee Nair