Active since Feb 2017
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3 reviews79 months ago
Ruining birthdays with poor customer service delivery
So your cakes are delicious, but you guys fail at customer service. You offer an online delivery service, but fail at allowing customers to plan a celebration because you say the delivery will only come between 8am - 5pm. I’ve been chatting with your service person on WhatsApp go check what time our driver will be arriving so I can arrange my birthday celebration. But all I get is a default response of saying driver will arrive between 8 and 5. How does this count as customer service. So you telling me I ordered 3 days in advance (you have a 24 hr preorder period) and you cannot advise if my order will come in the morning. So basically you have ruined my birthday celebration despite me preplanning the order
0 replies
105 months ago
Appalling customer service on an unresolved service request
Service Ticket number : ********** 198 I have been calling Samsung call centre for the past 3 weeks to action my service for a new part for my fridge. Every time a call ( 3 times a week), I get the same shocking,complacent service - well "service" is actually an exaggeration because it is not existent. I keep on being passed onto one person or the other who keeps on saying my service ticket still requires my approval- WHICH I GAVE ABOUT 1 MONTH AGO. The service tracking department keeps on trying to connect me with the service center who are never there. All I want simply is my part to be ordered and installed. Like I said, I gave this approval 1 month ago and nothing has become of this. I just got off the phone now, well actually the service tracking department gave me the same standard update that no one is answering and then she decided to drop the phone on me because the service department is not answering...fantastic service right? This is so dismal to put it mildly. I mean, don't you (Samsung South Africa) want to make money???????? That is the point right of having limited warranty on fridges, which forces customers to fork out additional monies to fix appliances. So you would think there would be better service for someone???? As frustrated as I am to pay for a part , I am ACTUALLY WILLING TO PAY IF SOME CAN PROCESS MY REQUEST.................. NEXT STEPS From Samsung SA as you cannot expect me to call your call center at to speak to at least 3 service agents to come to the same conclusion - I have wasted way too much airtime. Also I do not want a computer-generated response on this platform - that would be an insult to me and my character given what i have gone through over the past month with your service center. Service Ticket number : ********** 198 PLEASE CONFIRM THE PART ORDER AND ARRANGE A TIME TO INSTALL. This should be resolved by the end of this week as I know my CPA rights and will not rest until this get resolved at not additional time spent calling you guys.
61 replies
112 months ago
Telkom Exploiting customers with incompetent service
<p>I am fed up with re-telling this story to the +20 customer service agents, @HelloTelkom and branch agents over the last 3 months, since putting a request to not renew but rather cancel my contract due to Telkom network coverage causing dropped/missed calls on a daily basis, but I am out of options in terms getting this resolved</p> <p> </p> <p><strong>3rd October -</strong> I put in a request to cancel my contract, in store, Followed this up with 180 call to check that the request on the system</p> <p><strong>4th Oct 2016 - 3 Feb2017</strong> - tried all forms of contact to get a status on the cancellation of my contract. had several excuses for the backlog, "I don’t have the cancellations department so I can’t put you through, but i am going to put a note". Cancellations department tried ONCE to call in Jan after 3 months waiting - they called the Telkom number which is at faulty number - hence cancelling my contract! I have provided alternate number - tried calling back twice a week, leaving notes an absolutely nothing. I have had several case numbers for show from Telkom rather than action. I have tried even Twitter with the most generic response and no follow up or action</p> <p><strong>Sizwe Khumalo</strong> in the Telkom cancellations department, who left the one voicemail has made no effort to be timeous in his response and his tone is unacceptable as I am the one being exploited by Telkom (paying for a service I can't use.) He made promises on the phone to later call me in the day and this did not happen<strong>.</strong></p> <p><strong>Monday 30th January: </strong> I call again (it has become routine) and I ask that the cancellations department email me rather because this calling business is ineffective as I am unable to get directly in touch with the cancellations department</p> <p> </p> <p><strong>3 Feb 2017</strong> -I call again because I still have not receive an email as requested. The new call center agent says no note was actually put on my query ticket. i challenge this saying I spoke with her colleague on Monday for about 30mins and she was supposedly all my details. <strong>So now an added layer to the incompetence of Telkom is that even when you call and you request for an action on the infamous "notes" section - that is NOT always added. What fraud is this Telkom? You supposed to capture and track every single note your customer requests with resolving a query. What do you have a "cap limit" of some sort for customers complaining on an unresolved matter so you can keep your KPis down. This is how Telkom is getting away with all the extended unattended complaints. Disgusting.</strong></p> <p>So what next?</p> <p>I know the protocol and I am tired of the generic response.</p> <p>The latest case number is ********** 1</p> <p><strong>But DON'T respond to this Hellopeter request with we will add a note of action to your case or someone will get in touch with you to resolve this. apologies for your frustrations blah blah. I just want this actioned without having to speak to another Telkom representative. I am tired!!!</strong></p> <p>Also try me on the alternate number I provided as well as email addresses I gave to you, because it would be a miracle if a call goes through to my Telkom number.</p> <p><strong>I am giving Telkom till COB Monday 6th February 2017 (I am give you the weekend to resolve this) to finalize the cancellation so I can port back to a decent provider.</strong></p> <p><strong>If nothing is done by then, then it is off to the ombudsman as I know my CPA rights.</strong></p> <p>So good luck Telkom and waiting to received my cancelled confirmation shortly.</p> <p> </p>
112 replies
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