1 reviews | Active since Jun 2015
unsatisfied with service
On May 13th 2015, i bought myself a samsung J1 cell phone from truworths somerset mall. I found that same day that the ph had a problem but due to the fact that i had to return to work, i couldnt go back. The sales consultant explained that if i had any problem with the cell i should return it within 7 days and they will replace it. On 17th i returned to the store and was assisted by Lucian who refused to exchange because at that time he could not see the fault. He told me if the ph does the same the next day he will exchange it. I asked about replacement stock and Lucian said that he will make sure to get the stock from anothr branch to exchange it. I asked for management assist but the manager who was a lady without a name, was of no help and clueless. The next day I had to take off from work again to go back cause the problem presisted. The ph was returned to the store and they did not have stock to replace it, i was willing to wait for the exchange. The next day Lucain called me and said he cannot exchange my ph anymore and i need to collect the faulty ph. To this day im paying for a ph that does not function the way it should. Im very unhappy and frustrated.
Thank you for your post and for affording us the opportunity to attend to your concerns raised.
As part of our and MTN's Returns Procedure, a handset must be submitted for an assessment to determine whether the fault/s reported is as a result of physical damage or a manufacturing defect.
We have investigated your concerns raised, and liaised with the Store and Area Manager of the store mentioned in your post. We were informed that upon the initial assessment by the MTN consultant, he could find no fault with the cell phone. He then took it to a MTN Technician in the mall to also assess the cell phone and who could also not find a fault with the handset.
We confirm that our Area Manager has in the interim contacted you and has decided to have the cell phone sent for a warrantee assessment. They will also provide you with the store's loan handset to use until your cell phone has been returned. The Area Manager is further committed to providing you with feedback once the handset has been assessed by MTN.
We trust that we were able to adequately attend to your concerns and sincerely apologise for any inconvenience caused as a result of this matter.
Kind regards,
Lynn
Thank you for your post and for affording us the opportunity to attend to your concerns raised.
As part of our and MTN's Returns Procedure, a handset must be submitted for an assessment to determine whether the fault/s reported is as a result of physical damage or a manufacturing defect.
We have investigated your concerns raised, and liaised with the Store and Area Manager of the store mentioned in your post. We were informed that upon the initial assessment by the MTN consultant, he could find no fault with the cell phone. He then took it to a MTN Technician in the mall to also assess the cell phone and who could also not find a fault with the handset.
We confirm that our Area Manager has in the interim contacted you and has decided to have the cell phone sent for a warrantee assessment. They will also provide you with the store's loan handset to use until your cell phone has been returned. The Area Manager is further committed to providing you with feedback once the handset has been assessed by MTN.
We trust that we were able to adequately attend to your concerns and sincerely apologise for any inconvenience caused as a result of this matter.
Kind regards,
Lynn