Confirmation of sales order

On the 6th of June, Nicole and I processed upgrades for two devices and one device arrived the 10th of June.

I then called the contact centre (upgrades department) to establish why one of the items did not arrive. The gentleman I spoke to advised that the one device is pending confirmation. I provided an alternative contact number, but no one called on contacted me.

Today, 14 June I called the contact centre again and this is when I really got frustrated. 1) the IVR prompt is disfunctional that I had to call 5 times to eventually get through to a consultant. The first consultant that I spoke to has zero telephony etiquette and did not have an idea what I was taking about.

The second consultant (Mbali) was the worst. Zero telephony etiquette and zero customer service. She insisted that it takes 7 days for a confirmation call to be done before an order can be processed. This I understand but , the way the call was handled could have been better. She said she’d transfer me to the after sales team and the next thing I know ‘ the number you have dialled does not exist’.

1) this is a breach of TCF 6.As a consumer, I do not have the confidence that the post sales process of your organisation is efficient.

2) can we just get the confirmation for my order to be processed and delivered. It will take another 3-5 working days for my order to be delivered.

This item will now take approx. 12 working days to arrive instead of 3-5