JV
Jacques van der Westhuizen
Active since Sep 2018
28
Reviews
0
Industries
Reviews
28 reviews10 months ago
Stellar service from Naked Insurance
Wow, I've just been blow away AGAIN by the service of Naked Insurance. Thanks for Tieho who assisted us. We forgot to cancel our previous vehicle's insurance when we traded it in. They were able to backdate the premiuns and give us a refund. What amazing service, we're so satisfied and grateful.
56 replies
11 months ago
Disappointed in Puma Soccer Boots
I'd like to review a product I recently purchased. It's the Puma Ultra 5 FG/AG soccer boots. They've added a very strange design at the heel, some sort of cushioning that is not, in my opinion, conforming to the normal shape of a foot. It's causing extreme blisters at the heel and pain after less than 30 minutes of play. I've already used it a few times as I was hoping it would get better, but there has been no improvement after a few hours of pain. It such a bad thing, because my previous Puma boots was insanely good, had them for two years and it was exceptional. So I don't know what is wrong with this new design, but I think I've used it too many times to return them.
0 replies
11 months ago
Billing Errors Caused Unnecessary Charges
I'm disappointed in multiple billing errors from Lancet that resulted in unnecessary rejections from our medical aid. We called Lancet who referred us to the medical aid, who referred us to the hospital, who referred us back to Lancet. In the end (after a few hours on the phone), Lancet used incorrect ICD-10 codes and incorrect dependant numbers when claiming, which resulted in medical aid rejections. A very unnecessary exercise. I'm fami**** with this industry, and whenever something rejects in my work, I always investigate further and start asking questions. I would let our billing department know to dig deeper so that I can prevent unnecessary payments for our patients. But it seems like no questions were asked and no investigation done as to why items are rejecting. So I'm just disappointed to have to go through this whole ordeal just for us to assist Lancet fixing their own mistakes. The big irony is, that after talking to an agent on their side for an hour, at the end he asked whether the mistakes were on their (Lancet) side. This is after mistakes were corrected (yes, on Lancet's side). So if this wasn't clear, yes the mistake was on your side.
174 replies
15 months ago
Missed oppurtunity for good client service
Discovery's own technical glitch caused Samsung Health data not to sync. This caused the "goal" not to be reached for the week. I messaged them so that they can fix it right away. They added the points manually after the 2nd time I had contacted them. Now the reward has converted to a gameboard play because they didn't react to it initially. When I queried this, the reply was: "Kindly note once your Instant Reward has been converted to a GameBoard Play this conversion is not reversible." It's very upsetting when they don't read, comprehend and/or consider the full story before they reply. Ref: 10900346808
0 replies
21 months ago
MTN - Notice of Complaint and no resolution
I'm hereby lodging an official complaint to you regarding your services and customer care. If this is not resolved in 14 days (starting 22 July), I will lodge a complaint at ICASA. Earlier in July I ordered MTN LTE Internet online. I started out with the location where the router will be located (see attached screenshot), using the MTN coverage website (Coverage - MTN South Africa). Since there was 3G, 4G and Uncapped home internet available, I then opted for a 10Mbps internet service. A sales agent called me back, and we went through the entire process (his name was Junai Maharai). I could hear that he struggled to capture my address (after I already provided it on my application online). I really tried my best to explain this to him, he sounded confused. I tried to explain to him but he didn't understand. While continuing with the process, I received the contract on email and I immediately noticed that my address was totally incorrect (see attached). In fact, the sales agent captured an address more than 2 hours away from my actual location. I immediately informed him of this while I had him on the phone. He then told me that it's not a problem and I should just tell the courier where the correct address is. I felt uncomfortable with this but what do I know, he is part of MTN, I'm just a clueless customer. The following day when I gave it more thought, I decided to take action regarding the address because I felt that it's not right. I emailed customer care and I also called the same agent back. Then a few days later, the SIM arrived. I unpacked everything and then followed the instruction to activate/RICA the SIM. It did not want to RICA, it gave errors and I tried multiple times. I was wondering about the whole address issues, so I thought, let me just try this incorrect address that the agent captured incorectly on my contract. With the incorrect address, the SIM RICA succeeded. Directly after the activation, the internet did not work, which is fine, I just RICA'd the SIM. I waited a few hours and then tried again. The internet was working perfectly. Upload and download speed was adequate. I was very happy, and connected everything that I wanted to connect - which was a process that is very sensitive for having a stable connection 24/7. But my satisfaction was short lived, as the following day, the internet was offline - no, not even slow, completely gone, offline, connected without internet. And so began my relationship with your call centres. I don't know how many hours I spent with the call centres, but I'm not exaggerating when I use the word "hours". Almost everyday I called. I basically talked to every department: Coverage, activation (RICA), customer care, billing, sales (Junai), technical support - no one could officially solve the internet issues. The coverage department would reset the address where the router is located, and then sometimes, the internet would work for an hour, and then go offline and stay offline (I've got many screenshots showing the internet being offline). We've checked the internet frequently, many times per day, it just never comes back online. I think I talked to the coverage department around 5 or 6 times, and they've reset the address so many times, it just doesn't come on permanently. The MTN call centre is exceptionally unhelpful. Everyone puts the responsibility on someone else. One department will refer me to another department, just for the referred apartment to refer me back to the original. It was exceptionally time wasting. I warned various agents that if the internet is not resolved, I will cancel and ansist on a refund. After all, should one be paying for a brand new car, but the car doesn't start? I really tried everything in my power to get the internet working again. I've wasted a lot of my precious time being on hold, or phoning departments as I'm being referred back and forth. In the end, I can't continue like this, my time can't be wasted like this, my airtime can't be wasted like this, and I can't be paying for something that does not work. I realised, the only way out of this is to cancel and go with another provider. So again, I got on the phone to start that process. . . Again, no one could help. I was advised to go to an MTN store to return the router and SIM. I was baffled again. MTN is the one that didn't deliver. MTN is the one who broke the contract by not providing me with the internet. Now I am punished, I have to use my own fuel, I have to pay my own parking at the mall and my own time to return the device to an MTN store. How does this make sense at all? I did not choose broken internet, in fact, I did everything in my power to try and make this work. But okay, it seemed like a battle that I was not going to win. So I told myself, okay let's just return it and get it over with. I decided to go to the MTN store at the Grove Mall like I was advised "any MTN store" - which is already a 20km drive from my home, one way. When I got there I was explaining my whole story, and I was then told that I will never receive a refund regardless of everything that MTN has put me through - which I thought was very insensitive and nonsensical. The store advised me that they can't deal with returns, so I have to go to the MTN direct store, which is at Menlyn Mall. I was literally getting red, so upset that made me. I was insistant that I was told any MTN store (by two agents from the call centre). But in the end, it felt like another battle we lost. So we headed out to the car. Before driving to Menlyn, I thought let me call them before I drive unnecessarily. I spoke to a lady called Mpho at MTN Direct Menlyn Mall (who I must say, was really helpful, the only person I talked to at MTN so far that sounded like she wanted to help). She insisted that the store has to help me. I went back to the Grove MTN Store I gave the phone to Maria, the same lady who said they can't help me and that I will never get a refund. Mpho talked to them, they then started the process for the return on the system. It took long, I would say we were probably at the Mall for more than 2 hours. Eventually, Maria said they can't process the return. She then got up and left the store without saying a word (presumably to use the bathroom). I then called Menlyn again, but they did not answer right away. I then called Menlyn Maine, where another MTN representative confirmed that they should help me. I eventually got Mpho from Menlyn on the phone and gave the phone to Zandile. After they talked, Mpho told me that they should create a query/ticket/reference, and then give me the reference and take the router and SIM card - there was an issue with the system of some sort so this, I assume, was like a temporary measure until it comes online again. After I finished talking to Mpho from Menlyn, Maria still has not returned (from wherever she went), but Zandile told us that they can't take the router back and that I have to go to Menlyn. After this entire week, and all the money and time wasted. My wife and I work 7 days a week, we don't have the luxury of time. Furthermore, my wife is pregnant, and now she has to endure being at MTN after she worked the whole day just for them to tell us they can't help. I then decided enough is enough, and I told Zandile to process the return when the system comes back online - we then walked out of the store. Afterall, we already did the paperwork for two hours and they took a copy of my ID etc. I was not going to let MTN bully me again. So we never received a reference or IRMS. While I was typing this email, magically I received a phone call from MTN Grove Mall and they provided me with the IRMS number (IRMS 1944097). So yes, I am very glad that we walked out. For once I was able to force someone at MTN to take responsibility. It's safe to say that I can't remember when last I was so upset, when last someone wasted so many hours of my life, when last I was so dissatisfied and felt so used, and so disheartened. I will be sure to put my story and experience out there for the world to see, and you can be sure no one I know will ever use MTN ever again, including obviously myself. I truly hope MTN closes its doors permanently as MTN is not worthy of calling themselves a proudly South African company. We deserve better than this. I wish that all the agents that didn't help me are summoned to explain themselves. If you want to re-check the facts, whether what I've told here is correct, I invite you to listen to all the recorded calls. Way forward: It's safe to say that I want a full refund for my purchase as MTN broke their promise, they the broke contract, they didn't deliver internet. A more noble thing to do would be to reimburse me for fuel, parking money, airtime, compensation for my pregnant wife that had to endure this at the mall, and obviously my own precious time that I could have used to work and make money myself. Thank you for reading my email. I look forward to a resolution within 14 days, or I will lodge an official complaint with ICASA. I've since been advised to go back to a MTN store. I refuse to spend another cent of petrol, and another minute of my time. I want someone to take ownership of this.
0 replies
21 months ago
No internet, no resolution, no care, no refund
I can't remember when last I had this terrible customer experience. I ordered an LTE router, day 1 internet works. Since then, internet has been offline. I called EVERYONE at MTN. Customer care, billing, coverage, sales, RICA the works. And no one can assist, and everyone tells me call "this" department, but what they don't know is I was just referred by that department. Arrhh it's unbelievably frustrating. And now I want to cancel and get a full refund, why pay for something you are not getting. But now they say I must go to an MTN store. The audacity to request this, after everything, after all the airtime I used and hours spent trying to resolve this, after my patience. Unbelievable to say the least. I want a full refund, as well as an airtime refund, and I want the router to be collected.
0 replies
25 months ago
Vodacom invoice wrong & not getting back to me
Long story short, I did an upgrade over the phone. Then got an invoice that was totally different than what was agreed upon. Called again, they said "No it will change, just be patient". Never changed. Called 3 times after that. Never got someone to fix it. Last time I was told that I would receive feedback before 21 March. I asked "Promise"?, since I've been let down so many times. He said yes, promise. Haven't heard a thing back yet. Super disappointed. I really hoped that this time would be different.
159 replies
27 months ago
Evetech After Sales Service Exceptionally Bad
After sales service is non-existent. When you call, they say "we'll call you back in 10 minutes". A week and I'm still waiting for the callback. I've also sent a query 2 weeks ago and still waiting for a reply. No one gets back to you. It's really so frustrating.
0 replies
31 months ago
Garmin watch malfunction, a month, and no update or replies to my emails
From day 1, my Garmin watch was giving problems during exercise, restarting unexpectedly. I've since sent the device back (via courier) to Garmin. Firstly, I had to plead just to get a confirmation that they have received the device, after many emails and calls. They eventually confirmed receipt for 31 Aug. Today (2 Oct), I haven't received any feedback or replies yet, despite many follow up emails. Does anyone know if Garmin South Africa still exists?
262 replies
Review Distribution
5 Star
9 (32.142857142857146%)
4 Star
0 (0%)
3 Star
0 (0%)
2 Star
0 (0%)
1 Star
19 (67.85714285714286%)