Awful customer service

I have never received such shocking service from a paid service provider.

I have a camera that is under international warranty, it was returned to the company with UPS on an R and R, the company found that camera had a manufacturing fault and replaced the camera and returned it at their cost with UPS. The rerun invoice states “not for sale, return of item under warranty”

I then received a email from UPS asking for the warranty agreement, I explained to the agent via email that I am not in possession of a warranty agreement, as the warranty is automatically valid from date of purchase and I direct them to company website to see the warranty process. So they could validate that the camera does have a warranty.

I also proved them with my original invoice and the original notification from DHL to pay the duties as well as the proof of payment for the original duties.

I have been calling and calling UPS numbers, you stay on hold literally for hours, no one replies to emails, no feedback is given.

I finally got hold of a agent this morning, he has said now that he is reviewing this with customs, my parcel has subsequently arrived at my office only to be sent back to UPS because of the unpaid customs duties that I should not be paying.

This item entered South Africa almost 6 days ago. UPS have zero customer service, I forced now to harass the one agent who does answers his phone and luckily we have Oscar direct number to do this otherwise I am pretty certain we would still have not replies