IRRITATING EXPERIENCE!

I logged a claim to have 2 chips repaired on my front windscreen. I thought that this would be a simple process.

I got an SMS text with a claim number and a message indicating that PG Glass Port Elizabeth would contact me “to make further arrangements”.

I did not hear from PG Glass so I tried to phone them. Big mistake! I was given a PE/Gqeberha number but ended up holding on for 15 minutes listening to all sort of messages but not able to speak to anyone. I gave up! I dialled again, the same experience! The third time, after 11 minutes, I managed to speak to an operator in their call centre. She was going to put me through to the Gqeberha fitment centre – on hold once again! I hung up! The call centre operator phoned me back and informed me that she could not get through to the call centre.

I gave up, got into my car, and drove to the fitment centre in Newton Park.

I got to the call centre at 10h50, was told that they telephones were down. I asked if I could make an appointment to bring the car in for the repair. I was told that they do not make appointments, first come first served only. I asked if they would come to my place and do the repair at my house. Yes, they would. 5 minutes after leaving the PG Glass fitment centre I got a call to make an appointment for 11h30 to come to my place.

So, to summarise my experience: - I dialled a Gqeberha number expecting to speak to a human being. Instead, I had to a lot of advertising spam on my dime. - When I eventually got through [after 3 x attempts and 35 , it was to a call centre the call centre is not aware that their phones are down – surely someone has a cell phone at PG Glass in Gqeberha! - They do not make appointments at their fitment centre but, they do make appointments when they come to your home.

The result was not great, the one chip is still very much noticeable [I accept that not all chips can be eliminated] and I will have to replace the windscreen.

But this time, it will not be with PG Glass. Why do companies think that it is a good idea to have all calls go to a call centre?