Customer Feedback

Good day,

I have copied this word for word as per my Facebook message to Pep:

I spoke to a representative from your Customer Care line. I have a complaint about your store 8697. I purchase a Mobicell Berry in the last week of March. I wasn't happy with the device so then returned to the store on the 02nd of April and was told to take the same device or choose something of the same value. I was never given the option of a full refund. I then took a Stylo F1. I returned to the store on the 09th of April 2018 as the battery ran flat extremely quickly. I phoned the store before coming and was told it wouldn't be a problem to swap for another device. I was also prepared to pay in for a more expensive device if need be. Siya the gentelman that assisted me on both occasions and over the phone said they wouldn't let me swap as it had been over 7 days. However if you take 9 -2 it gives you 7. The phone was purchased at 15:41 on the 02/04/2018. The system wouldn't allow Pep 8967-003 to conclude the sale without the required authorization. He then said his stock controller manager would be in the next day and he would speak to her and get back to me. I left my details. I phoned in the next to be told that I need to come in to the store so I could discuss the matter. He said that the stock manager hadn't been in as yet. I then phoned again after 4pm yesterday. Siya said that they wouldn't be able to swap it. I told him that I am still having issues with my battery and cannot be without a phone. I then asked him if I can come in and get a refund. He then said he would need to phone the Cellphone Helpdesk for authorization and get back to me today as they close at 4pm. I even asked if he cannot ask his manager and he said no. I phoned in today to be told that he is off today and no one else knows about it. I am really unhappy about the level of service I have received and would really like to just have my money refunded as it is R900 and I cannot afford to be without a phone should my phone get sent in for repairs. Please could a representative phone me on ********** or ********** so that we resolve this matter. Thank you

This was the response I got: "Hello Mandi, thank you for taking the time to voice your complaint here. We are sorry to hear about your situation. It seems that Siya did everything that he could to assist you. Unfortunately, you would not qualify for a refund as the first day of purchase counts as day one on your guarantee. You will be able to send your device in for repairs under your warranty. The PEP Team. "

I cannot accept this response.