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2 reviews25 months ago
Msure Financial Services - A Disappointing Experience
My relationship with Msure Financial Services started off smoothly, but unfortunately, it took a nosedive when I had to file a claim for my car repairs. The lack of communication during the claim process left me astonished and frustrated. The ordeal began when I took my car in for repairs, only to find out that the Service Advisor had miscommunicated crucial information to the Claims Officer, Cleopas Mareme. Instead of accurately describing the issue with my car's Clutch Master Cylinder, Mareme dismissed it as a mere "pipe," leading to the component being excluded from my claim coverage. Despite my attempts to clarify the misunderstanding via email on March 1st, 2024, my concerns were met with indifference, and the mistake was left unaddressed. Frustrated by the lack of progress, I called Msure Financial Services this morning to follow up on my claim. However, my interaction with a representative named Sello only added to my disappointment. Sello's dismissive attitude mirrored that of Mareme's, as he insisted that I, the customer, should rectify the error with the supposed "professionals" who had incorrectly described the Clutch Master Cylinder. This trivial treatment of my legitimate concerns was not only disheartening but also revealed a concerning lack of knowledge among Msure's consultants regarding car components. It's evident that Msure Financial Services' customer service falls short of expectations. Instead of providing genuine assistance and support, their representatives seem to merely recite from a scripted response, leaving customers feeling unheard and undervalued. As a soon to be former policyholder, I expected better communication and professionalism from Msure Financial Services, but unfortunately, my experience has been anything but satisfactory.
168 replies
25 months ago
Disheartening Experience at Hatfield GWM/Haval Midrand Fury Road
I recently had the unfortunate experience of bringing my car in for repairs at Hatfield GWM/Haval Midrand Fury Road on Monday. My dissatisfaction stems not from the repair process itself as it was yet to begin, but from the treatment I received from the service advisor, Fikile Fatyela. I was not informed that my car's diagnosis was completed, this I only found out when I contacted the claims department, and the necessary documents were requested by my insurer at 08:32 on Wednesday by the claims Technician. Fikile Fatyela, the supposed "Service Advisor." Rep**** with set documents at 17:05 To my dismay, the dealership would not even accept cars for service bookings at that time, citing it as past their designated drop-off hours. This blatant disregard for my convenience was the first indicator of how trivial my concerns would be to them. Adding insult to injury, I found out that the request for documents had been sent to the claim’s technician at 08:30, long before my arrival. This discrepancy highlighted the lack of attention and care given to my case by Fikile Fatyela. It is disheartening to realize that my issues were treated by Fikile with such insignificance by someone who should have been assisting me with professionalism and efficiency. To exacerbate matters, despite my repeated attempts to contact Fikile Fatyela, my calls have gone unanswered. I have made numerous calls to Service department, enduring a lengthy hold time of 2 minutes and 30 seconds each time, only to be met with disappointment. The abysmal service level demonstrated by the advisory team is appalling, to say the least. In conclusion, my experience at Hatfield GWM/Haval Midrand Fury Road left me feeling undervalued and insignificant as a customer. The dismissive attitude and lack of accountability displayed by Fikile Fatyela have tarnished my perception of the dealership's service standards. It is my hope that this feedback serves as a catalyst for improvement in customer relations and operational efficiency at Hatfield GWM/Haval Midrand
0 replies
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