Review ofConvergEX
ConvergEX
1.4|2 reviews
FC
Frank C
1 reviews | Active since Member
08 Jan 2022, 14:32
ConvergEX discriminate against disabled people
1) Convergex discriminates against hearing impaired customers and refuse to deliver unless if they by some miracle start hearing and talking.
2) Convergex LIED to one of their big clients and said the package will be delivered "today" but it was not.
3) The MANAGING DIRECTOR SA, Gavin Rutherford praise his staff for that and call delivery to a disabled person a "problem shipment"
Helpful (0)
Replies (106)0
Replies (106)ConvergEX's replyOfficial
09 Jan 2022, 17:09Dear Frank,
It is important that we deal with the facts. The moment my staff became aware of the fact that we had a "problem shipment" which by our definition means that there has been a service delivery failure and makes no reference to whom it is being delivered, they contacted you after hours (19h00). By 19h48 Tanje had established what the problem was and committed to having your parcel delivered by 12h00 the following day. The following day Tanje contacted you to inform you that the parcel was out for delivery and would be delivered by 12h00. True to her word she ensured that it was delivered on time, in fact early as you confirmed receipt at 11h04 on the 7th of January.
Despite you having not been in contact with ConvergEX you accused ConvergEX of the following:
Lying;
Discriminating against you because you have a hearing disability;
Of deciding: "screw this hearing impaired nothing" we wont deliver the package to hearing impaired people;
Convergex discriminates against hearing impaired customers and refuse to deliver if they [don't] by some miracle start hearing and talking;
The fact is that you were treated with the utmost respect at all times. The recovery in terms of getting the problem shipment resolved and delivered was both professional and exceeded that which was promised. Sadly though you continue twist peoples words and you continue to sling insults. The WhatsApp thread below and your outrageous review bare testimony to this. All I can do, is once again, apologise for the frustration and inconvenience caused and compliment my staff on being professional and going the extra mile to assist you in rectifying this service delivery failure.
WhatsApp Thread relating to the review
2022/01/06, 19:00 - Messages and calls are end-to-end encrypted. No one outside of this chat, not even WhatsApp, can read or listen to them. Tap to learn more.
2022/01/06, 19:00 - CONVERGEX: Good Evening Frank,
My name is Tanje, I'm the Customer Service Manager. I would like to apologize for any inconvenience caused.
Would it be possible to assist with the details of the package in question for me to investigate the matter ?
Enjoy the rest of your evening
Kind Regards
Tanje.
2022/01/06, 19:01 - Frank Coetzee: Hello
2022/01/06, 19:01 - Frank Coetzee: Thank you for contacting Afrihost, and do apologize for the inconvenience caused.
Please be advise that I have called Convergex and asked can they please call you
today and arrange for delivery, of which they advised that they will do.
I do apologize again for the delay and any inconvenience caused.
2022/01/06, 19:01 - Frank Coetzee: I got this email from Afrihost but Convergex staff lied about this.
2022/01/06, 19:03 - Frank Coetzee: That after it seems the package was ready to be delivered today but whomever called my daughter,
cant even understand that I am DEAF and insist to talk to me. Promised to phone back but never
did and obviously didn't care about the package for the rest of the day.
2022/01/06, 19:04 - Frank Coetzee: I cant sit all day waiting for a courier to deliver a package but then not only get the
middle finger but also straight discrimination against hearing impaired people like me.
2022/01/06, 19:05 - Frank Coetzee: I dont have tracking number but it's for Frank Coetzee, 54a Randfontein Road and after already
wasted a full day, now again have to wait tomorrow for a courier that lied to Afrihost and dont care about doing the work that they is paid for
2022/01/06, 19:07 - Frank Coetzee: Its by the way partly also Afrihost so I am busy to take it up with Gian Visser their side
2022/01/06, 19:08 - CONVERGEX: I sincerely do Apologize for the service failure. I just want to confirm if you are JHB based?
2022/01/06, 19:08 - Frank Coetzee: Yes, Randfontein
2022/01/06, 19:10 - Frank Coetzee: I explitly told Afrihost if I dont get the package today I will cancel the order and all the business dealings we have with
them but despite the fact that they took it up with Convergex that assured them it will be delivered today, it appears to be a blatant lie
2022/01/06, 19:13 - CONVERGEX: I completely understand your frustration and again I can only apologize. I promise you that I will resolve this and get back to shortly.
If you could please give me a few minutes to locate the tracking number to see what's going on. Thank you.
2022/01/06, 19:14 - Frank Coetzee: 👍🙏
2022/01/06, 19:48 - CONVERGEX: I found the instruction from my team to the carrier to ensure that you are contacted to arrange delivery,
unfortunately I can only find out tomorrow as to why the instruction was not followed. I'm making arrangements to get the shipment delivered to you before 12:00 tomorrow.
I will ensure the driver is aware of the requirements to communicate.
Can you please ensure that all the below documents are ready upon delivery for the driver:
Original ID
Copy of ID
Proof of residence no older than 3 months in your name.
Once again I sincerely do apologize for the inconvenience
and assure you that I will be in contact as soon as I have communicated with the carrier.
Have a good evening.
Kind Regards
Tanje.
2022/01/06, 19:50 - Frank Coetzee: Thank you
2022/01/06, 19:55 - CONVERGEX: Groot plesier.
2022/01/07, 09:44 - CONVERGEX: Good Morning Mr Coetzee. Your shipment is out with the driver for delivery before 12:00.
Kind Regards
Tanje.
2022/01/07, 09:45 - Frank Coetzee: Thank you. any update why it was not delivered yesterday AND the further instruction to deliver ignored?
2022/01/07, 10:07 - CONVERGEX: • The carrier made contact with the client Natasha Coetzee on numbers 0815279929-
received in the datafile on the 29th December 2021 and delivery was arranged for the 31st December 2021
• On the day of delivery (31st December 2021) the courier arrived at the delivery address, however delivery could not be finalized
as the client did not have her original ID document and/or a passport (Client has a copy of the ID)
• Resulting in the parcel being returned to the carriers office on the 31st December 2021
• The carrier made contact with Natasha Coetzee on the 3rd January 2022 in attempt to reschedule the delivery
however, the client advised she is not in possession of the required RICA documentation resulting in the delivery appointment not being finalised
• On the 4th January 2022 ConvergEX received an instruction to amend the recipient details to Frank Coetzee, the details were updated on the system
• The carrier made contact with the Mr Frank Coetzee’s daughter, Natasha Coetzee, on the 6th January 2022 however the clients daughter advised that
Mr. Frank Coetzee has a hearing disability and could not speak to schedule an appointment
The carrier received communication from their call centre that the client has a hearing disability and requested further assistance,
with regret we inform you that the carriers administrator who handled the query did not escalate the matter to Convergex.
Please note that the necessary remedial action will be taken against the administrator in question.
2022/01/07, 10:08 - Frank Coetzee: • The carrier made contact with the Mr Frank Coetzee’s daughter, Natasha Coetzee, on the 6th January 2022
however the clients daughter advised that Mr. Frank Coetzee has a hearing disability and could not speak to schedule an appointment
2022/01/07, 10:09 - Frank Coetzee: So Convergex discriminates against hearing impaired customers and refuse to deliver if they by some miracle start hearing and talking?
2022/01/07, 10:13 - Frank Coetzee: MANY couriers delivered a package without any issue with my hearing disability but Convergex
just decide "screw this hearing impaired nothing" we wont deliver the package to hearing impaired people?
2022/01/07, 10:16 - Frank Coetzee: • The carrier made contact with Natasha Coetzee on the 3rd January 2022 in attempt to reschedule the delivery however,
the client advised she is not in possession of the required RICA documentation resulting in the delivery appointment not being finalised
2022/01/07, 10:17 - Frank Coetzee: Afrihost was informed the very same day (31 dec) to re-direct the package to myself but apparently only do so on the 4th. I will take it up with their management
2022/01/07, 10:30 - Frank Coetzee: I referred this to Mr Gavin Rutherford thanks
2022/01/07, 10:53 - Frank Coetzee: Please note about an hour left before 12am and still no sign of any courier
2022/01/07, 10:54 - CONVERGEX: I'm calling the carrier to find out how far the driver is.
2022/01/07, 10:56 - CONVERGEX: Driver is outside can you please open for them
2022/01/07, 10:57 - Frank Coetzee: 👍
2022/01/07, 11:04 - Frank Coetzee: Got it now thank you
It is important that we deal with the facts. The moment my staff became aware of the fact that we had a "problem shipment" which by our definition means that there has been a service delivery failure and makes no reference to whom it is being delivered, they contacted you after hours (19h00). By 19h48 Tanje had established what the problem was and committed to having your parcel delivered by 12h00 the following day. The following day Tanje contacted you to inform you that the parcel was out for delivery and would be delivered by 12h00. True to her word she ensured that it was delivered on time, in fact early as you confirmed receipt at 11h04 on the 7th of January.
Despite you having not been in contact with ConvergEX you accused ConvergEX of the following:
Lying;
Discriminating against you because you have a hearing disability;
Of deciding: "screw this hearing impaired nothing" we wont deliver the package to hearing impaired people;
Convergex discriminates against hearing impaired customers and refuse to deliver if they [don't] by some miracle start hearing and talking;
The fact is that you were treated with the utmost respect at all times. The recovery in terms of getting the problem shipment resolved and delivered was both professional and exceeded that which was promised. Sadly though you continue twist peoples words and you continue to sling insults. The WhatsApp thread below and your outrageous review bare testimony to this. All I can do, is once again, apologise for the frustration and inconvenience caused and compliment my staff on being professional and going the extra mile to assist you in rectifying this service delivery failure.
WhatsApp Thread relating to the review
2022/01/06, 19:00 - Messages and calls are end-to-end encrypted. No one outside of this chat, not even WhatsApp, can read or listen to them. Tap to learn more.
2022/01/06, 19:00 - CONVERGEX: Good Evening Frank,
My name is Tanje, I'm the Customer Service Manager. I would like to apologize for any inconvenience caused.
Would it be possible to assist with the details of the package in question for me to investigate the matter ?
Enjoy the rest of your evening
Kind Regards
Tanje.
2022/01/06, 19:01 - Frank Coetzee: Hello
2022/01/06, 19:01 - Frank Coetzee: Thank you for contacting Afrihost, and do apologize for the inconvenience caused.
Please be advise that I have called Convergex and asked can they please call you
today and arrange for delivery, of which they advised that they will do.
I do apologize again for the delay and any inconvenience caused.
2022/01/06, 19:01 - Frank Coetzee: I got this email from Afrihost but Convergex staff lied about this.
2022/01/06, 19:03 - Frank Coetzee: That after it seems the package was ready to be delivered today but whomever called my daughter,
cant even understand that I am DEAF and insist to talk to me. Promised to phone back but never
did and obviously didn't care about the package for the rest of the day.
2022/01/06, 19:04 - Frank Coetzee: I cant sit all day waiting for a courier to deliver a package but then not only get the
middle finger but also straight discrimination against hearing impaired people like me.
2022/01/06, 19:05 - Frank Coetzee: I dont have tracking number but it's for Frank Coetzee, 54a Randfontein Road and after already
wasted a full day, now again have to wait tomorrow for a courier that lied to Afrihost and dont care about doing the work that they is paid for
2022/01/06, 19:07 - Frank Coetzee: Its by the way partly also Afrihost so I am busy to take it up with Gian Visser their side
2022/01/06, 19:08 - CONVERGEX: I sincerely do Apologize for the service failure. I just want to confirm if you are JHB based?
2022/01/06, 19:08 - Frank Coetzee: Yes, Randfontein
2022/01/06, 19:10 - Frank Coetzee: I explitly told Afrihost if I dont get the package today I will cancel the order and all the business dealings we have with
them but despite the fact that they took it up with Convergex that assured them it will be delivered today, it appears to be a blatant lie
2022/01/06, 19:13 - CONVERGEX: I completely understand your frustration and again I can only apologize. I promise you that I will resolve this and get back to shortly.
If you could please give me a few minutes to locate the tracking number to see what's going on. Thank you.
2022/01/06, 19:14 - Frank Coetzee: 👍🙏
2022/01/06, 19:48 - CONVERGEX: I found the instruction from my team to the carrier to ensure that you are contacted to arrange delivery,
unfortunately I can only find out tomorrow as to why the instruction was not followed. I'm making arrangements to get the shipment delivered to you before 12:00 tomorrow.
I will ensure the driver is aware of the requirements to communicate.
Can you please ensure that all the below documents are ready upon delivery for the driver:
Original ID
Copy of ID
Proof of residence no older than 3 months in your name.
Once again I sincerely do apologize for the inconvenience
and assure you that I will be in contact as soon as I have communicated with the carrier.
Have a good evening.
Kind Regards
Tanje.
2022/01/06, 19:50 - Frank Coetzee: Thank you
2022/01/06, 19:55 - CONVERGEX: Groot plesier.
2022/01/07, 09:44 - CONVERGEX: Good Morning Mr Coetzee. Your shipment is out with the driver for delivery before 12:00.
Kind Regards
Tanje.
2022/01/07, 09:45 - Frank Coetzee: Thank you. any update why it was not delivered yesterday AND the further instruction to deliver ignored?
2022/01/07, 10:07 - CONVERGEX: • The carrier made contact with the client Natasha Coetzee on numbers 0815279929-
received in the datafile on the 29th December 2021 and delivery was arranged for the 31st December 2021
• On the day of delivery (31st December 2021) the courier arrived at the delivery address, however delivery could not be finalized
as the client did not have her original ID document and/or a passport (Client has a copy of the ID)
• Resulting in the parcel being returned to the carriers office on the 31st December 2021
• The carrier made contact with Natasha Coetzee on the 3rd January 2022 in attempt to reschedule the delivery
however, the client advised she is not in possession of the required RICA documentation resulting in the delivery appointment not being finalised
• On the 4th January 2022 ConvergEX received an instruction to amend the recipient details to Frank Coetzee, the details were updated on the system
• The carrier made contact with the Mr Frank Coetzee’s daughter, Natasha Coetzee, on the 6th January 2022 however the clients daughter advised that
Mr. Frank Coetzee has a hearing disability and could not speak to schedule an appointment
The carrier received communication from their call centre that the client has a hearing disability and requested further assistance,
with regret we inform you that the carriers administrator who handled the query did not escalate the matter to Convergex.
Please note that the necessary remedial action will be taken against the administrator in question.
2022/01/07, 10:08 - Frank Coetzee: • The carrier made contact with the Mr Frank Coetzee’s daughter, Natasha Coetzee, on the 6th January 2022
however the clients daughter advised that Mr. Frank Coetzee has a hearing disability and could not speak to schedule an appointment
2022/01/07, 10:09 - Frank Coetzee: So Convergex discriminates against hearing impaired customers and refuse to deliver if they by some miracle start hearing and talking?
2022/01/07, 10:13 - Frank Coetzee: MANY couriers delivered a package without any issue with my hearing disability but Convergex
just decide "screw this hearing impaired nothing" we wont deliver the package to hearing impaired people?
2022/01/07, 10:16 - Frank Coetzee: • The carrier made contact with Natasha Coetzee on the 3rd January 2022 in attempt to reschedule the delivery however,
the client advised she is not in possession of the required RICA documentation resulting in the delivery appointment not being finalised
2022/01/07, 10:17 - Frank Coetzee: Afrihost was informed the very same day (31 dec) to re-direct the package to myself but apparently only do so on the 4th. I will take it up with their management
2022/01/07, 10:30 - Frank Coetzee: I referred this to Mr Gavin Rutherford thanks
2022/01/07, 10:53 - Frank Coetzee: Please note about an hour left before 12am and still no sign of any courier
2022/01/07, 10:54 - CONVERGEX: I'm calling the carrier to find out how far the driver is.
2022/01/07, 10:56 - CONVERGEX: Driver is outside can you please open for them
2022/01/07, 10:57 - Frank Coetzee: 👍
2022/01/07, 11:04 - Frank Coetzee: Got it now thank you
Best regards,
ConvergEX's reply09 Jan 2022, 17:09
Official
Dear Frank,
It is important that we deal with the facts. The moment my staff became aware of the fact that we had a "problem shipment" which by our definition means that there has been a service delivery failure and makes no reference to whom it is being delivered, they contacted you after hours (19h00). By 19h48 Tanje had established what the problem was and committed to having your parcel delivered by 12h00 the following day. The following day Tanje contacted you to inform you that the parcel was out for delivery and would be delivered by 12h00. True to her word she ensured that it was delivered on time, in fact early as you confirmed receipt at 11h04 on the 7th of January.
Despite you having not been in contact with ConvergEX you accused ConvergEX of the following:
Lying;
Discriminating against you because you have a hearing disability;
Of deciding: "screw this hearing impaired nothing" we wont deliver the package to hearing impaired people;
Convergex discriminates against hearing impaired customers and refuse to deliver if they [don't] by some miracle start hearing and talking;
The fact is that you were treated with the utmost respect at all times. The recovery in terms of getting the problem shipment resolved and delivered was both professional and exceeded that which was promised. Sadly though you continue twist peoples words and you continue to sling insults. The WhatsApp thread below and your outrageous review bare testimony to this. All I can do, is once again, apologise for the frustration and inconvenience caused and compliment my staff on being professional and going the extra mile to assist you in rectifying this service delivery failure.
WhatsApp Thread relating to the review
2022/01/06, 19:00 - Messages and calls are end-to-end encrypted. No one outside of this chat, not even WhatsApp, can read or listen to them. Tap to learn more.
2022/01/06, 19:00 - CONVERGEX: Good Evening Frank,
My name is Tanje, I'm the Customer Service Manager. I would like to apologize for any inconvenience caused.
Would it be possible to assist with the details of the package in question for me to investigate the matter ?
Enjoy the rest of your evening
Kind Regards
Tanje.
2022/01/06, 19:01 - Frank Coetzee: Hello
2022/01/06, 19:01 - Frank Coetzee: Thank you for contacting Afrihost, and do apologize for the inconvenience caused.
Please be advise that I have called Convergex and asked can they please call you
today and arrange for delivery, of which they advised that they will do.
I do apologize again for the delay and any inconvenience caused.
2022/01/06, 19:01 - Frank Coetzee: I got this email from Afrihost but Convergex staff lied about this.
2022/01/06, 19:03 - Frank Coetzee: That after it seems the package was ready to be delivered today but whomever called my daughter,
cant even understand that I am DEAF and insist to talk to me. Promised to phone back but never
did and obviously didn't care about the package for the rest of the day.
2022/01/06, 19:04 - Frank Coetzee: I cant sit all day waiting for a courier to deliver a package but then not only get the
middle finger but also straight discrimination against hearing impaired people like me.
2022/01/06, 19:05 - Frank Coetzee: I dont have tracking number but it's for Frank Coetzee, 54a Randfontein Road and after already
wasted a full day, now again have to wait tomorrow for a courier that lied to Afrihost and dont care about doing the work that they is paid for
2022/01/06, 19:07 - Frank Coetzee: Its by the way partly also Afrihost so I am busy to take it up with Gian Visser their side
2022/01/06, 19:08 - CONVERGEX: I sincerely do Apologize for the service failure. I just want to confirm if you are JHB based?
2022/01/06, 19:08 - Frank Coetzee: Yes, Randfontein
2022/01/06, 19:10 - Frank Coetzee: I explitly told Afrihost if I dont get the package today I will cancel the order and all the business dealings we have with
them but despite the fact that they took it up with Convergex that assured them it will be delivered today, it appears to be a blatant lie
2022/01/06, 19:13 - CONVERGEX: I completely understand your frustration and again I can only apologize. I promise you that I will resolve this and get back to shortly.
If you could please give me a few minutes to locate the tracking number to see what's going on. Thank you.
2022/01/06, 19:14 - Frank Coetzee: 👍🙏
2022/01/06, 19:48 - CONVERGEX: I found the instruction from my team to the carrier to ensure that you are contacted to arrange delivery,
unfortunately I can only find out tomorrow as to why the instruction was not followed. I'm making arrangements to get the shipment delivered to you before 12:00 tomorrow.
I will ensure the driver is aware of the requirements to communicate.
Can you please ensure that all the below documents are ready upon delivery for the driver:
Original ID
Copy of ID
Proof of residence no older than 3 months in your name.
Once again I sincerely do apologize for the inconvenience
and assure you that I will be in contact as soon as I have communicated with the carrier.
Have a good evening.
Kind Regards
Tanje.
2022/01/06, 19:50 - Frank Coetzee: Thank you
2022/01/06, 19:55 - CONVERGEX: Groot plesier.
2022/01/07, 09:44 - CONVERGEX: Good Morning Mr Coetzee. Your shipment is out with the driver for delivery before 12:00.
Kind Regards
Tanje.
2022/01/07, 09:45 - Frank Coetzee: Thank you. any update why it was not delivered yesterday AND the further instruction to deliver ignored?
2022/01/07, 10:07 - CONVERGEX: • The carrier made contact with the client Natasha Coetzee on numbers 0815279929-
received in the datafile on the 29th December 2021 and delivery was arranged for the 31st December 2021
• On the day of delivery (31st December 2021) the courier arrived at the delivery address, however delivery could not be finalized
as the client did not have her original ID document and/or a passport (Client has a copy of the ID)
• Resulting in the parcel being returned to the carriers office on the 31st December 2021
• The carrier made contact with Natasha Coetzee on the 3rd January 2022 in attempt to reschedule the delivery
however, the client advised she is not in possession of the required RICA documentation resulting in the delivery appointment not being finalised
• On the 4th January 2022 ConvergEX received an instruction to amend the recipient details to Frank Coetzee, the details were updated on the system
• The carrier made contact with the Mr Frank Coetzee’s daughter, Natasha Coetzee, on the 6th January 2022 however the clients daughter advised that
Mr. Frank Coetzee has a hearing disability and could not speak to schedule an appointment
The carrier received communication from their call centre that the client has a hearing disability and requested further assistance,
with regret we inform you that the carriers administrator who handled the query did not escalate the matter to Convergex.
Please note that the necessary remedial action will be taken against the administrator in question.
2022/01/07, 10:08 - Frank Coetzee: • The carrier made contact with the Mr Frank Coetzee’s daughter, Natasha Coetzee, on the 6th January 2022
however the clients daughter advised that Mr. Frank Coetzee has a hearing disability and could not speak to schedule an appointment
2022/01/07, 10:09 - Frank Coetzee: So Convergex discriminates against hearing impaired customers and refuse to deliver if they by some miracle start hearing and talking?
2022/01/07, 10:13 - Frank Coetzee: MANY couriers delivered a package without any issue with my hearing disability but Convergex
just decide "screw this hearing impaired nothing" we wont deliver the package to hearing impaired people?
2022/01/07, 10:16 - Frank Coetzee: • The carrier made contact with Natasha Coetzee on the 3rd January 2022 in attempt to reschedule the delivery however,
the client advised she is not in possession of the required RICA documentation resulting in the delivery appointment not being finalised
2022/01/07, 10:17 - Frank Coetzee: Afrihost was informed the very same day (31 dec) to re-direct the package to myself but apparently only do so on the 4th. I will take it up with their management
2022/01/07, 10:30 - Frank Coetzee: I referred this to Mr Gavin Rutherford thanks
2022/01/07, 10:53 - Frank Coetzee: Please note about an hour left before 12am and still no sign of any courier
2022/01/07, 10:54 - CONVERGEX: I'm calling the carrier to find out how far the driver is.
2022/01/07, 10:56 - CONVERGEX: Driver is outside can you please open for them
2022/01/07, 10:57 - Frank Coetzee: 👍
2022/01/07, 11:04 - Frank Coetzee: Got it now thank you
It is important that we deal with the facts. The moment my staff became aware of the fact that we had a "problem shipment" which by our definition means that there has been a service delivery failure and makes no reference to whom it is being delivered, they contacted you after hours (19h00). By 19h48 Tanje had established what the problem was and committed to having your parcel delivered by 12h00 the following day. The following day Tanje contacted you to inform you that the parcel was out for delivery and would be delivered by 12h00. True to her word she ensured that it was delivered on time, in fact early as you confirmed receipt at 11h04 on the 7th of January.
Despite you having not been in contact with ConvergEX you accused ConvergEX of the following:
Lying;
Discriminating against you because you have a hearing disability;
Of deciding: "screw this hearing impaired nothing" we wont deliver the package to hearing impaired people;
Convergex discriminates against hearing impaired customers and refuse to deliver if they [don't] by some miracle start hearing and talking;
The fact is that you were treated with the utmost respect at all times. The recovery in terms of getting the problem shipment resolved and delivered was both professional and exceeded that which was promised. Sadly though you continue twist peoples words and you continue to sling insults. The WhatsApp thread below and your outrageous review bare testimony to this. All I can do, is once again, apologise for the frustration and inconvenience caused and compliment my staff on being professional and going the extra mile to assist you in rectifying this service delivery failure.
WhatsApp Thread relating to the review
2022/01/06, 19:00 - Messages and calls are end-to-end encrypted. No one outside of this chat, not even WhatsApp, can read or listen to them. Tap to learn more.
2022/01/06, 19:00 - CONVERGEX: Good Evening Frank,
My name is Tanje, I'm the Customer Service Manager. I would like to apologize for any inconvenience caused.
Would it be possible to assist with the details of the package in question for me to investigate the matter ?
Enjoy the rest of your evening
Kind Regards
Tanje.
2022/01/06, 19:01 - Frank Coetzee: Hello
2022/01/06, 19:01 - Frank Coetzee: Thank you for contacting Afrihost, and do apologize for the inconvenience caused.
Please be advise that I have called Convergex and asked can they please call you
today and arrange for delivery, of which they advised that they will do.
I do apologize again for the delay and any inconvenience caused.
2022/01/06, 19:01 - Frank Coetzee: I got this email from Afrihost but Convergex staff lied about this.
2022/01/06, 19:03 - Frank Coetzee: That after it seems the package was ready to be delivered today but whomever called my daughter,
cant even understand that I am DEAF and insist to talk to me. Promised to phone back but never
did and obviously didn't care about the package for the rest of the day.
2022/01/06, 19:04 - Frank Coetzee: I cant sit all day waiting for a courier to deliver a package but then not only get the
middle finger but also straight discrimination against hearing impaired people like me.
2022/01/06, 19:05 - Frank Coetzee: I dont have tracking number but it's for Frank Coetzee, 54a Randfontein Road and after already
wasted a full day, now again have to wait tomorrow for a courier that lied to Afrihost and dont care about doing the work that they is paid for
2022/01/06, 19:07 - Frank Coetzee: Its by the way partly also Afrihost so I am busy to take it up with Gian Visser their side
2022/01/06, 19:08 - CONVERGEX: I sincerely do Apologize for the service failure. I just want to confirm if you are JHB based?
2022/01/06, 19:08 - Frank Coetzee: Yes, Randfontein
2022/01/06, 19:10 - Frank Coetzee: I explitly told Afrihost if I dont get the package today I will cancel the order and all the business dealings we have with
them but despite the fact that they took it up with Convergex that assured them it will be delivered today, it appears to be a blatant lie
2022/01/06, 19:13 - CONVERGEX: I completely understand your frustration and again I can only apologize. I promise you that I will resolve this and get back to shortly.
If you could please give me a few minutes to locate the tracking number to see what's going on. Thank you.
2022/01/06, 19:14 - Frank Coetzee: 👍🙏
2022/01/06, 19:48 - CONVERGEX: I found the instruction from my team to the carrier to ensure that you are contacted to arrange delivery,
unfortunately I can only find out tomorrow as to why the instruction was not followed. I'm making arrangements to get the shipment delivered to you before 12:00 tomorrow.
I will ensure the driver is aware of the requirements to communicate.
Can you please ensure that all the below documents are ready upon delivery for the driver:
Original ID
Copy of ID
Proof of residence no older than 3 months in your name.
Once again I sincerely do apologize for the inconvenience
and assure you that I will be in contact as soon as I have communicated with the carrier.
Have a good evening.
Kind Regards
Tanje.
2022/01/06, 19:50 - Frank Coetzee: Thank you
2022/01/06, 19:55 - CONVERGEX: Groot plesier.
2022/01/07, 09:44 - CONVERGEX: Good Morning Mr Coetzee. Your shipment is out with the driver for delivery before 12:00.
Kind Regards
Tanje.
2022/01/07, 09:45 - Frank Coetzee: Thank you. any update why it was not delivered yesterday AND the further instruction to deliver ignored?
2022/01/07, 10:07 - CONVERGEX: • The carrier made contact with the client Natasha Coetzee on numbers 0815279929-
received in the datafile on the 29th December 2021 and delivery was arranged for the 31st December 2021
• On the day of delivery (31st December 2021) the courier arrived at the delivery address, however delivery could not be finalized
as the client did not have her original ID document and/or a passport (Client has a copy of the ID)
• Resulting in the parcel being returned to the carriers office on the 31st December 2021
• The carrier made contact with Natasha Coetzee on the 3rd January 2022 in attempt to reschedule the delivery
however, the client advised she is not in possession of the required RICA documentation resulting in the delivery appointment not being finalised
• On the 4th January 2022 ConvergEX received an instruction to amend the recipient details to Frank Coetzee, the details were updated on the system
• The carrier made contact with the Mr Frank Coetzee’s daughter, Natasha Coetzee, on the 6th January 2022 however the clients daughter advised that
Mr. Frank Coetzee has a hearing disability and could not speak to schedule an appointment
The carrier received communication from their call centre that the client has a hearing disability and requested further assistance,
with regret we inform you that the carriers administrator who handled the query did not escalate the matter to Convergex.
Please note that the necessary remedial action will be taken against the administrator in question.
2022/01/07, 10:08 - Frank Coetzee: • The carrier made contact with the Mr Frank Coetzee’s daughter, Natasha Coetzee, on the 6th January 2022
however the clients daughter advised that Mr. Frank Coetzee has a hearing disability and could not speak to schedule an appointment
2022/01/07, 10:09 - Frank Coetzee: So Convergex discriminates against hearing impaired customers and refuse to deliver if they by some miracle start hearing and talking?
2022/01/07, 10:13 - Frank Coetzee: MANY couriers delivered a package without any issue with my hearing disability but Convergex
just decide "screw this hearing impaired nothing" we wont deliver the package to hearing impaired people?
2022/01/07, 10:16 - Frank Coetzee: • The carrier made contact with Natasha Coetzee on the 3rd January 2022 in attempt to reschedule the delivery however,
the client advised she is not in possession of the required RICA documentation resulting in the delivery appointment not being finalised
2022/01/07, 10:17 - Frank Coetzee: Afrihost was informed the very same day (31 dec) to re-direct the package to myself but apparently only do so on the 4th. I will take it up with their management
2022/01/07, 10:30 - Frank Coetzee: I referred this to Mr Gavin Rutherford thanks
2022/01/07, 10:53 - Frank Coetzee: Please note about an hour left before 12am and still no sign of any courier
2022/01/07, 10:54 - CONVERGEX: I'm calling the carrier to find out how far the driver is.
2022/01/07, 10:56 - CONVERGEX: Driver is outside can you please open for them
2022/01/07, 10:57 - Frank Coetzee: 👍
2022/01/07, 11:04 - Frank Coetzee: Got it now thank you
Best regards,
FC
Frank C's updateReviewer Update
10 Jan 2022, 08:20Incorrect or omitted facts.
1) The package was supposed to be delivered 6th but ConvergEX dropped it plain and simple because my daughter that was on the phone said I am deaf (so she was perfectly able to act on my behalf)
2) As admitted in the chat above, the later instruction (and promise to client) to deliver the same day (6th) was not followed so the promise was a lie, fact.
3) It was only after I contacted ConfergEX directly that they started to give attention to this where Tanje arranged for delivery the next day
4) Mr Ruthforth only responded after everything and praise his staff for above points 1 and 2 so it's clear that ConfergEX stands for problem deliveries and not adhering to instructions if the "director" regard it as something to praise instead than apologise for.
1) The package was supposed to be delivered 6th but ConvergEX dropped it plain and simple because my daughter that was on the phone said I am deaf (so she was perfectly able to act on my behalf)
2) As admitted in the chat above, the later instruction (and promise to client) to deliver the same day (6th) was not followed so the promise was a lie, fact.
3) It was only after I contacted ConfergEX directly that they started to give attention to this where Tanje arranged for delivery the next day
4) Mr Ruthforth only responded after everything and praise his staff for above points 1 and 2 so it's clear that ConfergEX stands for problem deliveries and not adhering to instructions if the "director" regard it as something to praise instead than apologise for.
FC
Frank C's update10 Jan 2022, 08:20
Reviewer Update
Incorrect or omitted facts.
1) The package was supposed to be delivered 6th but ConvergEX dropped it plain and simple because my daughter that was on the phone said I am deaf (so she was perfectly able to act on my behalf)
2) As admitted in the chat above, the later instruction (and promise to client) to deliver the same day (6th) was not followed so the promise was a lie, fact.
3) It was only after I contacted ConfergEX directly that they started to give attention to this where Tanje arranged for delivery the next day
4) Mr Ruthforth only responded after everything and praise his staff for above points 1 and 2 so it's clear that ConfergEX stands for problem deliveries and not adhering to instructions if the "director" regard it as something to praise instead than apologise for.
1) The package was supposed to be delivered 6th but ConvergEX dropped it plain and simple because my daughter that was on the phone said I am deaf (so she was perfectly able to act on my behalf)
2) As admitted in the chat above, the later instruction (and promise to client) to deliver the same day (6th) was not followed so the promise was a lie, fact.
3) It was only after I contacted ConfergEX directly that they started to give attention to this where Tanje arranged for delivery the next day
4) Mr Ruthforth only responded after everything and praise his staff for above points 1 and 2 so it's clear that ConfergEX stands for problem deliveries and not adhering to instructions if the "director" regard it as something to praise instead than apologise for.