Delay in return

We have bought a Hick Visison Camera set through Takealot, we have found that the hard drive is not working. On Tuesday I have logged a call with the call centre and spoke to Nick Klaaste who informed him that we can request for the hard drive to be replaced, there is no need to return the entire unit. I was told the SLA is 3 hours, if I don't hear anything in 3 hours I should sent him an email. So have send an email and no response received from Nick.

So yesterday I phone to the call center again and was told it was escalated because no feedback was received from the provider, this morning I emailed Nick again and till now again no feedback so I phoned the call center and asked to speak to a manager I was told by Bandlakazi sorry no manager is available, how is that possible that no manager is available for a customer.

She then advised me turn around time is 24 hours again I am saying we are over 24 hours so what now, no we have to wait until we hear from the supplier. So what am I going to wait for 1 year and if the supplier don't come back to you what then.

I asked should I then book the entire unit back and she says no that is not what I am saying.

So this is great I pay R9 000.00 for cameras that I can't use because the hard drive is not working.

You can really do something about your communication and feedback to customers, this is really not my responsibility to follow up