Saturday 19 August 2023

The Voice - Consumer's Voice

Where's my bed?

Greetings Mr Richard. I come to you with an issue which I believe you will help me.

I bought a bed from a store in Selebi Phikwe on 6 months instalment which I long finished but before I finished paying I reported a fault which I was promised to be given a new bed but I have not received any. Every time I go to the shop I'm promised that the bed will be by my house in less than a week but its never the case.

Kindly help me with this issue since its draining me. The manager no longer answers my calls and I'm always forced to knock off early or take leave to attend the issue without results.

I think you've done exactly the right thing so far. Within the repayment period you reported a fault with the product you were buying. That's an incredibly important thing to do. Many people fail to do that, they fail to report a problem as soon as it occurs. Then they often find that the warranty has expired and they're left without any rights.

The problem is that some stores decide to ignore a complaint within the warranty period and hope the customer will forget. As soon as the warranty expires they claim it's too late. Luckily you're one of the smarter consumers.

I messaged the store manager and his response was predictable. Blue ticks but no response. I then emailed the Country Manager who has a very good history dealing with consumer issues. I suspect he'll be much more responsive. My recommendation to the store manager is to listen to what the Country Manager says and learn some lessons from him. If you want to keep your job.

Where's my phone?

I really need your help regarding a cellphone store. I bought a Samsung A14 on the 19th July and on Friday 21st upon setting the phone up with my passwords, fingerprint and face id the phone started acting up, the password, fingerprint and face id would not work at times like at one moment it will work and the next moment it will not. I took the phone back to the shop because I really needed that phone for work and now my work was at stake. They said it was the sim card and they did what they know best and I took the phone since I was in a hurry and really needed it for work. When I complained they said it was sealed but they are the ones who opened the box and gave me the phone. So all these is the reason why I asked for a refund or a new phone, it wasn't even unlocking when I was at their shop. I even provided my passwords to them as they claimed I might have forgotten it or at least how about my face id and fingerprint, did I forget them too? They refused to help me and they kept the phone till now it's been 3 weeks. I asked for the manager, made several calls, texted them on WhatsApp several times but they are ignoring my messages. I even went there and I didn't get any help, they don't even bother to keep me updated but they are keeping the phone and my money since Sunday the 23rd of July.

I have a confession to make. Your comment "my face id and fingerprint, did I forget them too?" made me laugh out loud. How dim-witted are the people at this store?

I think this store needs an urgent lesson on the Consumer Protection Act, basic customer service and common sense. They've let you down completely and now they're making up stories and ignoring you?

It's simply not good enough. I contacted the owner of the store and he promised action. Let's hope.

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