Poor Service

I bought a TV from Takealot which gave me sound issues when it was out of the 6 month warranty. After having a Hisense Technician at my house confirming that the motherboard was faulty they advised me to contact Takealot to collect the unit. I supp**** them with all the paperwork that was needed to do the credit / exchange and still it was not good enough . please see the mail that I`ve send them and still did not receive any feedback from them.

Good morning

I trust you are doing well and will be able to assist me with my enquiry.

The past couple of weeks have been very frustrating and the service that we are experiencing is definitely not the most customer-centric customer support in Africa that you aim for. Please allow me to explain the events leading up till now:

On 31 October 2019 we bought a Hisense TV from you - Model number: 58A6100UW, Serial number: 3TE58F***1E2CSJ0704. I attach the Takealot invoice and a photo of the serial number on the back of the television. You will notice the model number and serial number on the photo match the numbers on the Takealot invoice. We contacted Hisense as we experienced issues with the unit. On 1 June 2021, a technician inspected the unit on site and noted that the unit requires a new motherboard. He explained that it could take up to 2 weeks. I attach the Hisense Service Repair Job Card. You will notice the model number and serial number on the Hisense Service Repair Job Card match the numbers on the Takealot invoice. After a couple of weeks we followed up with Hisense and we received a Collection for Credit Job Card. They asked us to contact you, Takealot, directly. I attach the Hisense Collection for Credit Job Card. You will notice the model number and serial number on the Collection for Credit Job Card match the numbers on the Takealot invoice. We then contacted you, Takealot, with all of the above information and documentation. You then came to collect the item towards the end of June without prior notice and were unable to hand over the unit on that day. You collected the item successfully a couple of days later after making an appointment. All engagements with Takealot throughout this experience was with different agents, which resulted in us explaining the entire process over and over and they would ask for the same documentation that we already provided in our initial engagements. These engagements include us following up on the status of the process. We were shocked and terribly upset to learn from an agent that the return was declined because we did not provide all the information and the serial numbers did not match on the documents that you did receive. I also attach the Tracking details where the status is ‘Return concluded’. From the attached documentation, you can clearly see the numbers do match. Today, 20 July 2021, the original item was returned to us, again without prior notification. For your convenience, I would just like to confirm the list of documents attached to this email. This is also the list of documents that we have already provided:

Takealot Invoice for Hisense TV Photo of the serial number on the back of the television Hisense Service Repair Job Card Hisense Collection for Credit Job Card Takealot Tracking Details As you can see above, we did everything according to the stipulated return policy, provided you with all the documentation you requested and continuously followed up with the agents on progress. How is this return not completed successfully?

Can you please confirm the next steps to return this item successfully without further frustrations?

On the 21st of July 2021 I contact Hisense again and told me how unhappy I am with the service that I received from Takealot. They immediately arranged to pick up my TV that was send back from Takealot and handle everything on their side. the TV was collected on the 22nd of July 2021 and on the 23rd I received a mail from Hisense confirming that everything is in order and the will pass the credit to Takealot. After no feedback I decided to get in contact with Hisense again on the 2nd of August 2021 to get me somebody that I can mail direct. I got 2 contact persons and mailed them immediately and still did not get any reply. Today is the 4th of August 2021.

If you want aftersales service rather buy from a sales person and not from an online platform.