Dear All,
Until When we have to deal with such of unrespectalbe company in dealing with
customers, will we stay like this for ever in Egypt??!!, When are we going to
grow up and know how to deal with customer.
Kindly note that I faced the problem described below with one of the
reputatble companies in Egypt "I2 - Mobile".
I tried to find a contact for them on the web site to send this email, but
with no hope, and I send this enquiry several times on the web site, but with
no response from them.
Can anyone help me to reach them and find a solution for this problem??
Dear Responsible,
Kindly note that I bought a Nokia Mobile N93i last March, and after buying
with 1 month, the mirror has been broken on its own without falling or
anything, so, I took it and went to Salah Salem Branch after asking several
time about the spare part by calling the call center, and they advised that it
is available in all maintenance branches, and after bring the guarantee and the
insurance papers, they told me that I can take the mobile in 3 hours after
being fixed, so I told them that Ill take it the next day as it was too late,
and for some circumstance I left the mobile in the store for 4 days, and after
that I went to take it and I have been shocked when I knew that they didnt
finish it yet and the reason was Sorry the Spare part was not available.
I asked them, why you didnt call me to say that, they said sorry, we cant
call customers as the customer must call to check the status of his mobile,
although that I must take it 3 days ago as per their advise. The agent there
was very aggressive while talking to me as he was saying that is not our
problem if you didnt check the status of your mobile by phone before coming to
take it
Can anyone imagine what he said. That is impossible.
After fighting and a lot of discussion, he told me that the spare part will
not be available until the end of the month (which is 30/5/2007), asking to
leave the mobile with him until this day, which was almost 15 days
.????!!!!!
Actually, I took the mobile and I escalated the branch by Phone, which is
nothing because I got an impression from the manager I called that
.What are
you talking about
.that is normal.
In the beginning of June, I called the call center, and they advised that the
spare part is available only in Wady el Nile Branch in Mohandessen, and I can
bring the mobile to take it in time after 3 hours exactly.
I went there with the mobile and the guarantee and the insurance papers, and
they advised that I can come to take in 3 hours as the spare part is available
in the store and no problem at all will be faced during the maintenance. I make
sure and I got confirmation from them that Ill not face the same problem as
before and they said it is ok, dont be worry, but the person who took the
mobile from me insisted to write down that the cause of the broken mirror was
that the mobile has fall down on the ground, and I told him that it was not the
truth and I insisted to let him write down the truth which is that it has been
broken on its own, so I finished my work and called them after 6 hours and they
advised Sorry, you can come tomorrow to take the mobile as it is not ready now
as the spare part was not available in the store and they went to bring it from
another store, and , and
. So, Can you do in my place?? I shouted in the
phone and I said that it is not a respectable
way to treat a customer, what a company is that??
Simply, the agent in the call center told me sorry Mam, just give me 10
minutes, and Ill call you back, and actually he did telling me that the mobile
is ready now and I can go to take it.
Can you see how simple was that to solve the problem????
Is that the way, we have to use to solve our problems.
Anyway, that was not the main problem. I went there and I found the mobile
ready, and I took it making sure that the mirror is well installed and it is ok.
I took the mobile and didnt use it for 2 days, after those 2 days, I open
the mobile to use and I found what surprised me
the frame around the mirror
was scratched as there was a rigid tool used to get out the mirror from the
mobile, and that was all around the mirror. I called the call center and I told
them that, and I told them that Im not in Egypt and that Ill return back in
one week, and they advised it is ok you can come anytime to solve the problem
for you and they advised to go back to the same store, and there I went and Im
sorry to say that I met a person, which is really give a very bad impression
about the I2 company, he told me that what make me sure that you are not the
cause of that problem, do I have to believe you?? No way for that, I told him
about the bad history with the company, he told me why you didnt check your
mobile before leaving, I told him that I checked the mirror which was the
problem and I found it ok, as the frame is silver, so it
is not clear enough to be seen from the first impression, and Im supposed
that Im dealing with respectable company
.Do I have to count my fingers when I
handshake you??? I suppose no as this is a respectable company. He told me
sorry, I cant do anything and after some discussion, he told me that he will
take the mobile and it will be done by tomorrow, and at the same time, he told
me that take care that may be that everything on the mobile will be erased due
to formatting the mobile if needed, and although I found what he said not
logic, but I agreed on this , and he started to write down the problem
description in the green paper that I already signed
I asked him to show me
what he wrote, as the first time when I had already an impression that they can
write anything just to describe the problem, but he refused to do that as he
was writing something cant be shown for the customer although that my
signature was on this paper and it must be clear to me. He totally
refused.
I took the mobile and I told him that Im going to escalate. He told me it is
ok I dont mind.
I went next day to the store manager for escalation, and I have been
surprised that he told me something completely different after the other agent
was going to take the mobile and solve the problem, this one this time told me
Sorry, I cant take the mobile, you bring the Mobile to me after 10 days, What
can make me sure that has been done by us, I cant I told him that I didnt
use the mobile and I was not in Cairo to bring to them in time, he told me it
is not my problem, I cant take the mobile from the customer once he go out
from the store. I asked him if there is a written policy about that he told me
NO, But this is by logic.
Can you imagine??, company like this company is working by logic???? And it
is not my fault.
Now, Im escalating this problem to you, and I want it to be solved as soon
as possible, as I didnt buy a mobile with more than 5000 LE to go and back
from I2 store every day.
Thank you for your understanding and help in this problem.
Waiting for your feedback
Samiha Sayed
Eng. Samiha Sayed
Communication and Networking Engineer
Contacts: [EMAIL PROTECTED]
[EMAIL PROTECTED]
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