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<p>Dear Mr. Roos,</p> <p>I submitted my claim with confidence, as i have always received outstanding service from your company.</p> <p>I guess it must be the festive season, there was no urgency at all, not once did Steven responded to any of my mails, i am the one who has to follow up with him since im the desperate one. I was even told to do my own goods assessments to speed up the process since im "impatient". I submitted my claim on Tuesday, i went into the long weekend having not received a call that was promised to me with feedback.</p> <p>After doing all my follow ups, today a called in and i was told that one of my TV sets will not be replaced, it will be repaired. I questioned this at 1st with a consultant(i forgot his name as Steven was not available), he said it will be escalated to his manage and he cam back and told me that it will be replaced with a Samsung 50KU7000. i was happy with this until i called back Steven to fix an error that they made with one of my items. He also confirmed that i will be getting that replacement TV.</p> <p>When i called the last time to find out when i'll be receiving my goods, i was then told that someone has now changed their minds, my TV will be repaired and the parts will only be available mid January. I pointed out out to the manager, Naomi Bopape, that i will not wait a month for a repaired TV,. I also told her that, The company they used to collect my goods, used and open van for collection, where good were just chucked at the back without proper being concealed for damages. She then told me that she will need to confirm this story with the company.</p> <p>Now, what company in their right mind will admit to doing this when they are sourcing business from you? To me this is a pointless exercise and a waste of time.</p> <p>She then bluntly told me that i can do without my TV for a month, because my TV is not as important as a fridge according to her. As a customer, i have never been disrespected in this manner to be told what is important to me and what is not.The fact that i am claiming for two TV does not give her any right to tell me i can do without the other when she has no clue what they are used for. Frankly this is none of her concern.</p> <p>Her manager, Ricardo Martin also told me the importance of my TV's and that i can do without one for a month.</p> <p>The funny part is that both my TV's had the same issue, however it is convenience for Outsurance to replace a cheaper TV and repair a more expensive one. He also suggested that he will organise me a loan TV from their company in the meantime.</p> <p>I would like to reiterate, no TV that has been repaired after being struck by lightning has ever worked 100% afterwards.I will not accept goods that were chucked in the back of a van and not properly packed and looked after, be repaired and given back to me.</p> <p>Again, i will not wait a month for a TV that can be replaced.</p> <p>Regards,<br />Mr. T Rahlau</p>