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zodwa M
Active since Jul 2017
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2 reviews32 months ago
Bad service, biased technician and bullying tectics from Outsurance
I have been insured with Outsurance since 2007. I Bought an ECG/Spirometry machine in 2010 and this machine has been insured with them since then. I took machinery breakdown for this machine in 2016 because I was told this covers mechanical and electronic damage. In May this year my machine was not working and I called the technicians that Outsurance uses to fix the machine. The reason I used these technicians was because I did not want any delays in processing my claim in case I had to claim. The technician came and said he was not sure what was wrong with the machine but suspected power surge. I then asked him to write a report so I can claim from Outsurance. He said I must register a claim and ask Outsurance to ask him for a damage report. I reported a claim then the assessor said she will ask the technician for the damage report. The following day I received a call from a different assessor and he said he had taken over my claim. He did not explain why he was handling the claim all of a sudden and not the lady who I spoke to before but my suspicion was that it was because the machine was expensive. He then said he was going to send me some forms to fill. When I received these forms it seems like it was questions you would be asked when you take over insurance ( underwriting questions). I then called him to asked why did I had to fill such a form, he said its usually used in a case of theft then I was even more confused because my machine was not ******. He then said I should not worry because it won't be necessary because the damage report said the machine was not working due to wear and tear which they don't cover. I was now very surprised because the technician had told me it was power surge. I told Outsurance about this and raised my concern that because these guys get business from them they would rather make them happy by making sure that claims are declined. I then told them I needed a second opinion because I was not happy with the report they were basing their decision on. The assessor then said if I get a second report it would have to be from the manufacturer, I questioned this because the report they were basing their decision on was not from the manufacturer. He then said its fine I can get one from a reputable company. I was struggling to get a company to do a damage report so i called Outsurance and asked if they had another company they use and I was told they don't have another company. I asked if this would not cause bias in reports and the lady said she will bring it up with management. I then found a company willing to assist and I sent Outsurance a report . They requested a comprehensive report with pictures. I sent them the comprehensive report. The report said it was electronic damage as a result of power surge. I was called by a third assessor saying management was going to call me to discuss their decision. I was then called by a lady who said she was from management . The reason for her call was to inform me they are standing with the first report because the technician they use called the technician who wrote the second report to ask how did he conclude on electronic damage as a result of power surge and the technician said I told him to write a report because I wanted to get a new machine from the insurance and they have this recorded. I was shocked and said this is not the case, I had told the technician I needed a damage report because Outsurance was asking for it. The reason he had not taken the machine to the workshop when he wrote the first report was because he knew the machine well and knew what was the problem based on what I told him and also knew the insurance would ask for a detailed report which he would then take machine to workshop to provide. The lady said they cannot use the second report because of what the technician told their technician about me asking for a report because I wanted a new machine. According to them the second damage report is disqualified. I then asked the technician who gave me a second damage report about what the lady from Outsurance said, he said he never said that. I sent Outsurance an email requesting the recording they said they have. I have not received a response from them and its been more than a week. My problem with this whole experience is that when you take cover from an insurance you expect them to keep their end of the deal. My machine is covered for machinery breakdown and when it breaks I expect the insurance to fix or replace it which is what I had been paying cover for instead of playing trics.
192 replies
107 months ago
Bad service at Burberry in Sandton
<p>I bought a belt at burberry in Sandton last year . Beginning of this year the belt buckle was broken. I returned the belt to burberry in April this year. When I left the belt i was asked when I bought the belt and if I had a receipt. I said i don't remember exact date but it was last year either in January or june because thats when i remembered buying anything from them. They did not insist on a receipt but that I must tell them which month because they can check on their invoices and log a damage report. When I asked them about why they ask your details when you buy and should they not have a list of items bought under your name and when they said they did not. I waited for them to check and get back to me nothing happened. A month later i called and asked what was happening I was told they were waiting for me to bring a receipt. I then found two receipts from them and called them and told them the contents and they said they will log the damage report which should take 2 months to get a reply i then waited. I continued calling for an update and was told to wait. Two months ended and I did not hear from them when I called I was told that my belt request was declined because time for warranty had expired. I asked which time they said because they did not have a receipt they had put April on the damage report and it was now june. When i questioned this and where april came from no one could answer this. I was then told that what they could do was fix the belt at my expense. I said if that is the case then I will pick my belt and fix it myself. They then said no the manager has made an exception and they will fix it at their expense. I asked the time frame for this because by now it was the 5 th of Julyand I had already so long for this issue to be resolved, they said it took a week to fix damages. On the 8 July I sent an email to them requesting the specific date for the return of the belt and that email was not replied. A week later i had not heard from them so I called and left messages which were not returned by the lady dealing with this matter. On the 16 of july I decided to go to the store after several attempts to get hold of this lady and I asked to speak to a manager and understand what is going on. She told me that they sent the belt to levingers and they were told they did not have a ***** for the belt and they were now waiting to send it to other place for repairs. I asked why have i not been informed of this and why my calls were not returned no one could answer except they were sorry. I then said why they are more than happy to sell their expensive branded items but are not willing to service them after the sale. The assistant manager to me that they are a franchise store and don't have access to Burberry international for after sales service so they try and repair products themselves after the sale if they can't then tough luck. I asked why are customers not informed about this at the point of sale so they know that their expensive item is worth nothing after i was told that is how it is. </p>
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