Saturday, 21 November 2020

The Voice - Consumer's Voice

Where are my bags?

I need your help here. My bags got lost in a bus in September and the conductor told me not to report at their office because he was not told to help anyone to offload. So he promises to help me locate my bag till today. Then on the 3rd week I searched for their office number and got hold of someone there he promised he will assist. I waited for whatever the help he was to offer but nothing happened. I then decided to call them again and they told me to quantify my clothes of which I did and promised they will pay me. It was after 4 days of me calling them again to ask how far and he told me they can't help because they don't have insurance over whatever gets in their bus.

The question that arises was why did they ask me to quantity and promised to pay then changed and never told me till I called. I told them why don't you pay me and deduct from your conductor since he admitted its his fault. Again I was promised to be paid but never did. I called this morning and asked to talk to their supervisor and the man in the office said he will connect us after 1 but he didn't. I called and he was about to knock off and said he will give my supervisor my number but never did.

How do I go about this? I need your assistance here.

Clearly this company has a problem with communication. And with decision-making. And with taking responsibility for their mistakes. And with customer service. In fact, I wonder whether they should be in business at all.

Here's a serious question. Why don't they have insurance? Do they have any insurance at all? If not, are they insane? What happens if there's a serious accident? What happens if there's a tragedy and a passenger is injured or even killed? Do they have no insurance against that either? Frankly a transport company that doesn't have insurance shouldn't be operating.

And another thing. They should stop changing their mind. They said they'd compensate you and they should do that. They've recognized that it was their conductor's fault and they should take responsibility for that. Personally I don't think the conductor should pay, he's hopefully learned from his mistake and he was acting on behalf of his employer when the mistake happened. Obviously if he does it too often he needs to be dealt with but for now the company needs to step up.

I've also had trouble getting decent feedback from them but maybe seeing the story here will help them do the right thing?

Where's my phone?

I bought a Samsung J6 phone on the 18th May 2019. The price for the phone was P2,495. I used the phone for about six months then it froze while charging it. On the 5th December 2019 I went back to the shop and reported the problem. It was inspected and taken for repair by their technician. They promised that my phone would be fixed within seven working days or I will be given a new phone if fixing does not materialise. The phone was still under warranty of 12 months. From December last year up to date I have not received my phone. They are always narrating stories barring me from seeing the shop owner but failing to give me my phone or a new phone. I always call the shop and sometimes travel to Gaborone to pick up my phone but nothing has ever worked. The always make numerous excuses and promises which they never fulfil.

Please help me. I want my money back because I don't trust the company anymore.

This is completely unacceptable. They promised you a repaired phone within 7 days and instead, on the day this newspaper is published, they will have had it for 350 days. Three hundred and fifty days. That's FIFTY times longer than they promised. That's FIFTY times more useless than they should have been.

The time is now right to be FIFTY times more angry than you already are. I've also contacted the store and between us I think we need to be FIFTY times louder than you have been in the past.

The solution is simple. They promised you a solution with seven days, they've taken three hundred and fifty and now they have a new deadline. Seven HOURS from the time they read this column.

No comments: