Unscrupulous business Practises

I again recently bought an electronic device from Allies Electronics in Pretoria –West, being a sucker for punishment and giving the store the benefit of the doubt. They have a wide range of Non-Perishable goods at reasonable prices, but not particularly good quality and is normally ideal for the weekend DIY person, not concerned what happens to their purchase after a single use.

After about two(2) weeks, I took the device back ,as it was faulty and I did not want a replacement, but rather a refund to buy another device somewhere else. According to the CPA, I was perfectly entitled to the refund. I expressed my wish in “No uncertain Terms” The management however wanted nothing of it.

I have had experience with them in the past, in terms of them rather looking for any means how they can implicate you in any wrongdoing instead of parting with money in the form of another replacement devise or refund for that matter. They are extremely averse to letting any money leave their store in the form of a refund or otherwise.

Again, I had to leave the store without a refund and only got some slip stating that I should callback in about two weeks to enquire whether the supplier had refunded them. Apparently, the manner they operate is; They return it to the supplier to assess the device and then give a report. The supplier then has the “Choice” to accept liability, or not. Based on what the supplier determines, they (Allie’s) then has the prerogative to wait to get their money back (Credit) from the supplier, which is normally in excess of two (2) weeks before they could give a refund or replacement. Off course, you as the customer has no insight into these negotiations and you as the customer is left in limbo, as you are the one out of pocket and lucky if you indeed get a refund.

You then have to drive back to the store to get your refund, if you are, lucky. The store not taking into account the time and costs of your traveling. I discovered that they however, put a low premium on customer service, as I surmise that they are confident that their conduct would not invite scrutiny because they predominantly cater to a certain segment of the population who “Ordinarily Does Not complain”.

I, therefore, beg the following questions;

• “How many other customers are being subjected to similar treatment, but opts to rather not pursue the matter, because they might not have the fortitude to do so?” • “Is it beneficial for me or any other person for that matter to continue being a customer of Allie’s Electronics Pretoria-West, when you are subjected to this level of service and alternatively would management, personally tolerate this kind of service were they in my position? • “Was I being treated in a fair and equitable manner, which is in line with the stipulations of the CPA and ethos or values, which the company aspires to?” • “Am I perhaps being facetious in assuming that good customer service is reserved only for a select few or a certain sector of the community for that matter?” • Will I be justified in escalating the matter to an alternate external dispute resolution body in the event that the matter does not get resolved via this internal process? It is unfortunate that I had to proverbially; “Rock the Boat” again in order to air my grievance, but I gave Allie’s Electronics Pretoria-West Management ample opportunity to remedy this situation in the interest of fair and equitable customer service, however there has only been “Radio Silence” Furthermore, after conferring with my fellow colleagues, some also in the Consumer Goods Service field and they all concur that it goes totally against the grain of what “Great Customer Service” and “Good Governance” are all about. If this is the service which customers are subjected to, then I am afraid it leaves much to be desired. This issue smacks of prejudice, incompetence and invariably leaves a bad taste and I am sure that anyone would agree that not a single Allie’s Electronics-Group customer has to endure this atrocious customer service. I have not experienced such bad customer service in a long time, not even from your less sophisticated competition and it simply does not improve.

I have now decided to “Cut my Losses”, walk away and stop my patronage of the store, as I cannot express enough the depth of my profound disappointment at the service to which I had been subjected to.

Therefore, I would strongly encourage anyone reading this post to be extremely cautious of the peculiar and rather unscrupulous or illicit business practices, which this store uses to not part with any money in the form whatsoever, but rather frustrate you into dropping the matter and ultimately walking away as it would be “No skin off their Back”.