My name is Charles, i sent my daughter's blackberry 9360 in for repairs 2weeks to the store, the sales assistant then called my daughter today 27th March 2013 at 10:43am telling her that her phone is beyond repair and now they need to send it away for another 3weeks so the insurance can look at it. She then advised the sales assistant that as per the TFG POLICY its says if the phone is beyond repair they will replace the phone or we can upgrade but evens the manager with her no experience in customer service starts shouting back at my daughter thats their policy and if she wants to escalate she needs to call the area manager but that her process and we cannot upgrade the phone so they want my daughter to be without a phone for another 3weeks? thats just crazy. I want to upgrade her phone to another.i contacted the Area Manager Jacky Van Der Heever and she assured me that the claim will be processed and that we will get a new phone so i hope i get that phone asap and that the manager and sales rep gets disciplined for their service by treating customers as nothing and shouting at my daughter when she was angry customer venting and she as had to listen and respond calmly.
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