WORLD CLASS POOR SERVICE DELIVERY

Good day Management.

I trust that we are all well and safe at home with our loved ones.

My name is Malwande Mngadi, I think to myself well I believe I am a ***** of all good things that make life well worth waking up for.

Simply I mean this is probably the first time ever I have had to go this far in escalating a complaint as normally close to never complain about anything not even fuel prices.

But today I guess i am going through a different experience.

Well; I have been just sworn with the exact words **** YOU from a till/cash attendant here at Pick 'n Pay express situated in Berea/Bulwer in the BP Garage on Che Guevara rd the old Moore rd in Durban.

What started off as a bad/silly Joke from the guard at the door who has apologised for his mistake in fuelling the feud; Guard "Jokingly" advises i will not receive any help walking in playing music and decides he will not even offer me the hand sanitiser. As I am startled by his abrupt tone and action I cut my music and respond to find out the exact issue/matter and manner of approach, the Gentleman accepts his wrong he was just messing around.

Unannounced another Gentleman behing the security glass/till in a striped Pick n Pay blue uniform TAG NAME QINISO decides to intervene and insist he will also not give me any assistance because of how I acted(reacted) towards the security of which at first I'm still in grate awe puzzled by the whole situation.

Next thing Qiniso elevates, starts talking nonsense after nonsense going on minutes long forgetting his at work and I am the customer in front of other customers yelling curses and how he feels people undermine garage personnel of which is not even the case.

So I remain composed and request a manager and like wise I am given the run around by other member's of staff management is never available when you need them in this particular garage where members of staff can just go off at people; one hands me a till sleep and tells me to call their number as if I am an idiot.

As I am in irritable state Qiniso has not shut up; his colleagues instead are asking me to remain calm while he is shouting curses in the background until he slips and goes in to **** you mode..

Honestly this is when we pause and address a brother when he is out of line, Please gain access to CCTV footage between 14:15 - 14:45. The normal Bipolic me would have prefered I jumped over the counter but i guess by now I know better and as Far as customer services is concerned and with the ISO standards and regulations for international companies like BP not being met and Treating Customers Fairly (TCF) from our very own FSCA regulations where TCF as an outcomes based regulatory and supervisory approach designed to ensure that regulated financial institutions deliver specific, clearly set out fairness outcomes for financial customers.

Aiding the customer so that customers can be confident they are dealing with firms where TCF is central to the corporate culture whether it is Products & services marketed and sold in the retail market are designed to meet the needs of identified customer groups and are targeted accordingly, Customers provided with clear information and kept appropriately informed before, during and after point of sale Where advice is given, it is suitable and takes account of customer circumstance and experiences with services offered and service is of an acceptable standard and as they have been led to expect and importantly customers should not face unreasonable post-sale barriers imposed by firms to change product, switch providers, submit a claim or make a complaint.

I was supposed to log in at 15:00 today for my own scheduled activities assigned by my employer and due to all this unnecessary hassle I will be the one accountable for lost time and a very UNCOMFORTABLE start to my afternoon as also work as a client services consultant for the Management college of Southern Africa under the student services dept. working the late shift if you need to confirm and our students are currently doing their online summative mock assessment needing our support.

I am so disappointed by the culture your members of staff has adopted, as this is probably the 4th time I have had to have a day ruined by your people and it is appauling because this probably Berea's most supported and busy garage and I am probably here every second day.

Please address the issue as if things carry on in this manner a member of your staff may put themselves within harms way whilst in your vicinity wearing your organisations uniform and Occupational health and Safety regulations as per Act 181 of 1993 may be at risk of being broken also in your place of business unless you establishes procedures for dealing with workplace hazards and provides for enforcement of the law where compliance has not been achieved voluntarily.

Thanking you in advance.