Cellsure
Deceit?? Customer Care?

My Galaxy S3 got damaged, I took it into Vodacom Eastgate as I am insured with Cellsure. Next day I receive a call from Given telling me that it will be replaced and provides me with the replacement claim code and the pin via SMS. I take time off work and go to Vodacom where they call Cellsure to process the replacement only to be told that they have now decided to repair it instead and as they have initiated the repair process it cannot be reversed. Given then explains to me that it was human error that he misinformed me as when he called another agent made the decision to repair. Instead of CALLING ME BACK I have to waste my work time to discover this at the Norwood store. Given's manager also gives me the same human error story. What about accountability? What about what I was initially told? What about the expectation that was created and crushed? I find Vodacom Insurance's handling of this to be exceptionally poor. You make the error, I get inconvenienced, I hope for your sake this phone is repaired properly. I will be cancelling my insurance with Cellsure and I will be considering why I am even a customer, because yesterday left me disappointed in BAD SERVICE!

Company: Cellsure
Country: South Africa
City: Headoffice

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