No commitment, no integrity, no work ethic

This is exactly the complaint I posted on their facebook page which seems to be dormant, by the number of no responses to other consumers complaints.

I am appalled by the level of commitment and lack of integrity by one of your consultants in you Claremont Store. One rotten apple has changed my entire view on what your brand perceives as “customer service”. On the 18/09/2016, I signed up for the flexi 200 contract for the Samsung A5 2016. This was a gift to my spouse, thus the contract was being deducted from my account and the insurance from my spouses. So lets move a little over a year forward: About a month ago, my husband experienced problems with the phone such as, battery not lasting very long, phone overheating while being charged etc. The phone has been in a cover since it was bought and upon removing the cover(2weeks ago), we noticed that the internal battery swelled up which then exposed the back of the phone. Now, the device does not want to charge or switch on - in other words I’m paying for a phone that is not functional, however I wasn’t too worried as I was well aware of the 2 year warranty and insurance.

Today, 13/12/2017- I went back to the store where the contract was taken out, with all my paper work in hand. I was assisted by Shadé whom assisted me very nicely. The problem is, all this time we were under the impression that the gentlemen who initially assisted us, activated insurance. Little did we know, the insurance paper work was signed but not submitted and not activated!!!! I had to sign NEW insurance forms as the ones that I had copies of were apparently the old forms which is no longer in use. So the new form together with the old insurance forms needed to be submitted to prove to the insurance provider that I HAVE SIGNED AND OPTED FOR INSURANCE! The feedback that I received was that there is NOTHING the insurance can do due to no premiums received. Keeping in mind that this one of your consultants problem and not mine! Shadé escalated the matter to her Financial Manager which I only know by his first name, Sheldon to assist in the matter. Now its just a waiting game to find out who will be taking responsibility.

Apparently the insurance has an issue with the model of the phone also being discontinued. If thats the case I want the phone REPLACED. I refuse to pay a single dime of any repairing due to negligence the consultant that assisted me. Quick to make the commission but fail to deliver continuous services. Is this the level of training your brand offers to your employees?

Please have one of your Head office staff contact me as soon as possible.

I am hoping that Hello Peter will be able to assist, as clearly the company does not take any ownership. I am also yet to receive correspondence from the store since I’ve booked the device. (The consultant advised she would email me all correspondence between the Financial manager and herself as well as the insurance provider)