Bad service AND defective product

Good Day,

I refer to the support e-mail that can be seen below.

I have had a very bad experience where I received an sms yesterday morning at 07h18 that I will receive my order on Wednesday, 30 August by 17h00. Having set aside all other plans for the day, I went out of my way to ensure that I was home for the remainder of the day in order to be certain I did not miss the delivery.

At 08h28 I received another sms stating that my delivery was on its way. I patiently waited for my Jaw bone UP3 fitness tracker to be delivered.

By 17h00 I received no further feedback with regards to the delivery. I tried to find a contact number for Takealot and after a reasonable search attempt found two numbers via Google off your website. Unfortunately your contact hours cease daily at 17h00 and you could not be reached.

I proceeded to track my order from the link provided on the e-mail which stated that the package was on its way to my house since 08h35 that morning. I noticed that the courier used was Mr Delivery Courier and I attempted to find an online contact number for them. I found a number, ********** , on hotfrog, which I contacted at 17h31. A lady, whose private residential contact number it was, could luckily provide the correct number and voiced her frustrations to the many calls she incorrectly receives.

I immediately contacted the number she provided and spoke to a very helpful Takealot representative, I think, named Llewellyn. He contacted the branch (located about 3km from my house) and I was informed that the delivery time was rescheduled for 19h00. I patiently waited.

At 17h49 I received a call directly from the Mr Delivery Courier branch and one Clementine informed me that the reason that they had not delivered yet was that the driver could not locate my address. I advised that the complex, Green Reef Village can easily be found using Google Maps, but that I can provide directions nevertheless. Clementine then said that the driver was standing right next to her and she placed me on speaker while I was giving directions. I also advised the driver to please take down my contact number and offered that he send me a "please call me" if he happened to get lost.

At 18h52 I missed a phone call from the number ********** . I immediately returned the call and was advised by Llewellyn that the driver's vehicle had broken down. I offered to fetch the package from where the vehicle had broken down and Llewellyn advised that he would contact the branch and see where the driver was at that stage. I was placed on hold for a couple of minutes and when I spoke to Llewellyn again he advised that I can go fetch the package at the branch. In disbelief I started laughing to which Llewellyn stated that by the time I get to the branch the driver would have already dropped off the package there. I asked for the address and phone number and was provided with the details. At 19h02 I left to pick up the package and was at the address by 19h10.

At the time, Clementine was at the counter. She advised that the driver had gotten a flat tyre and that was why he couldn't deliver. Upon explaining to her that THEY had set the expectation that I would have the package by 17h00 and not me and did not bother to inform me throughout the ENTIRE day that this was not possible and that I found that incredibly disappointing. She then stated that the driver had apparently been in Germiston all day without answering his phone. I looked at her in more disbelief and she stated that she had accordingly dismissed him.

Now, I'm sure that you will also realise that the facts do not add up and that I was **** to by more than one person. I find this disgusting and cannot believe that this is the type of service connected to the Takealot name. On top of that, this is my very first experience with a Takealot delivery and definitely far below what I expected.

To top it all off I am experiencing the technical problems mentioned below with the actual product and require assistance in establishing whether this is a fault with the actual hardware. What's worse is that under the review on your website, which was not available at the time of purchase another customer experienced the same problem, returned the product and stated that the replacement band that was sent to her had exactly the same problem.

Please advise as a matter of urgency the way that you will proceed in order to resolve the situation.

Regards, Inspector Irinka Schröder ********** 017

Order reference ********** 3

-------- Original message -------- From: Support ********** Date: 31/08/2017 16:05 (GMT+02:00) To: Irinka30 ********** Subject: [Jawbone Care] Re: Good Day. When I connect my band to the charger, the orange runner continuously glows. No matter what I do, no other lights appear. I have charged ...

##- Please type your reply above this line -##

Your request (22399) has been updated. To add additional comments, reply to this email. Jawbone Care (Jawbone Care) Aug 31, 07:04 PDT

Hi Irinka,

Thank you for your patience as we’ve reviewed the warranty status of your UP3.

It appears the retailer from which your tracker was purchased is not an authorized seller of Jawbone products. Unfortunately, due to this circumstance, your tracker cannot be replaced under our one-year limited warranty.

Also, you reside in a country which is not directly supported and does not qualify for warranty support.

If you are unable to resolve your issue with troubleshooting steps found athttps://help.jawbonecare.com/hc/en-us/categories/ ********** 68028-UP3, please attempt to contact the retailer from which you purchased your product for assistance.

We apologize for any inconvenience and appreciate your understanding.

Sincerely,

Jawbone Care

Irinka30 Aug 31, 05:04 PDT

Good Day.

This is a brand new band. I have been trying to connect it, or sync it to the app but it does not even activate, let alone connect.

I have attached images for all the options I have tried so far that has not worked and a photo of the only light that wants to display despite the unsuccessful attempts of a soft and secondary reset.

My internet is connected, with Bluetooth on and he device literally right next to the phone when the App is open. Is the battery maybe failing to charge?

Thanks, Irinka + ********** 3017 -------- Original message --------

Attachment(s) ********** 1_123025.jpg Screenshot_***_resized.png Screenshot_***_resized.png Screenshot_***_resized.png Screenshot_***_resized.png Screenshot_***_resized.png Screenshot_***_resized.png Irinka30 Aug 30, 14:24 PDT

Good Day,

Please refer to the screenshot attached.

I look forward to your response.

Irinka -------- Original message --------

Attachment(s) Screenshot_***.png Irinka30 Aug 30, 14:19 PDT

Good Day. When I connect my band to the charger, the orange runner continuously glows. No matter what I do, no other lights appear. I have charged the band for the recommended 60-80 minutes, so it cannot be a battery issue. I have also tried a soft and secondary reset. Still only the glowing runner is displayed when connected. Accordingly it is not activating, let alone connecting. PLEASE HELP. Is this a hardware issue?

This email is a service from Jawbone Care. Delivered by Zendesk [NY4VLO-6Y50]