1 reviews | Active since Jan 2015
Rules Dont Apply
On Friday 11-09-2015 i bought a cellphone as a gift for my dad whose birthday was on Sunday. Today 15-09-2015 he takes the phone back to the Pavilion store to exchange it for another phone as he was not satisfied with the phone i chose him and wanted 1 more user friendly.<br> To our surprise he was turned away after being told they do not do exchanges on cell phones, which i find stupid and unrealistic as when the phone was bought we were told we have 7 days to return or exchange it if we are not happy with it.<br> I called their customer service line now and spoke to a Mr Abubaker who advised me i actually have 30 days to return or exchange the item, He called the store and then informed me that Pavilion have their own store policy and they don't do exchanges!<br> <br> I find this absolutely absurd. How can such a big retail company not have a STANDARD RULES AND POLICIES.<br> <br> I want this looked into and proper feedback given as i will not accept that they cannot assist with an exchange.<br> clearly they are not aware of the CPA Act!!!! I do have rights as a consumer.
Thank you for your post.
Cellphone returns are subject to the terms and conditions of the service provider, in this case being MTN.
In line with MTN's Terms and Conditions it is only in the event where the device has a manufacturing defect and this is identified and communicated within the first 7 days from the date of purchase, that the complete unit with the box, accessories and packaging can be returned for a possible exchange on the same model or a refund subject to the device being assessed at a MTN Service and Repair Centre. You were therefore, correctly informed on the day of your return to our store that an exchange or refund could not be authorized.
As we were concerned to read of the information provided to you by our call center agent, we immediately escalated this matter to our Call Centre Manager to investigate and address this matter with the consultant involved.
We trust that we were able to adequately respond to your query and hope that you will be able to perceive and accept our stance in this regard.
Kind regards,
Lynn
Best regards,
Thank you for your post.
Cellphone returns are subject to the terms and conditions of the service provider, in this case being MTN.
In line with MTN's Terms and Conditions it is only in the event where the device has a manufacturing defect and this is identified and communicated within the first 7 days from the date of purchase, that the complete unit with the box, accessories and packaging can be returned for a possible exchange on the same model or a refund subject to the device being assessed at a MTN Service and Repair Centre. You were therefore, correctly informed on the day of your return to our store that an exchange or refund could not be authorized.
As we were concerned to read of the information provided to you by our call center agent, we immediately escalated this matter to our Call Centre Manager to investigate and address this matter with the consultant involved.
We trust that we were able to adequately respond to your query and hope that you will be able to perceive and accept our stance in this regard.
Kind regards,
Lynn
Best regards,