Customer Service 101

<p>In Dec 2016 my wife purchased 2 Body Glove screen protectors for Sony Experia X cell phones at Vodacom Vaal Mall Vanderbijlpark. After 4 & 5 days respectively the protectors pealed off the phones. Early Jan 2017 I returned to the Vodacom outlet to request them to make a case with the supplier and escalate the product defect. If this defect is bigger than these 2, then they will know about the problem and should respond.</p> <p>Mr Gert Maas the branch manager of the Vodacom Vaal Mall outlet was VERY VERY ubrupt and started by saying we need the original packaging at which we informed him that the protectors were fitted in-stote by his people, so the packaging material was left in the store. He kept on avoiding the issue at hand to escalate the issue and chose to rather treat us as if we were beggers. I asked him again to make a case after which he said then I must go to the police. </p> <p>This was not the intension Mr Maas, a case with the supplier is what you should have understood if you understand customer service. Eventually Mr Maas gave me a piece of paper to write my contact details on and advised me that he will give it to the representative when he comes around to the shop in Jan 2017.</p> <p>I could not wait as the phones are new and expensive. I looked on the web and found the supplier. I contacted the supplier and within hours the supplier responded to say they will get in contact with me as soon as they are in the area. This was in the 2nd week of Jan 2017. Today the supplier contacted me and confirmed that they had the replacement protectors. My wife went to the Vodacom outlet to collect the protectors and arriving caught Mr Maas lying to the supplier's rep about informing us of the guarantees. My wife corrected him and said that he did not inform us of any such thing. Mr Maas changed his story that he would have said that and his tone of voice was NOT WHAT A SERVICE PROVIDER SHOULD DO TO A CUSTOMER. </p> <p>Mr Maas if you do not understand customer service, then maybe you should give somebody else a chance in showing you what that means. All those people that visit the shop you try to manage is paying your salary. Shame on you, bad example to your people as well.</p>