Spark 6 Go Cell Phone review: Phone not charging

Good day

Please take note that I would like to lodge a formal complaint in regards to the above complaint ref no 2782860 lodged with your offices and the complaint was not resolved to my satisfaction

I purchased a techno spark 6 go phone at your Marko Cornubia store in Feb 2022 and later experienced an issue wherein the phone charging port was malfunctional. I later took the phone back to the store to complain and was made aware that the phone would be taken in for repairs which meant that I now had no phone at my disposal. Nevertheless the phone was taken in and on the 17th March I was contacted and advised that the phone had a defect and was issued with a voucher to purchase another phone. I bought the same brand phone on the same day on the 17th March 2022 and unfortunately now 3 months later the same replacement phone has the same defect the phone charging port is not working.

I then visited your store and brought the phone on the 17th June 2022 and was advised that the phone would be taken in for repairs … and was assisted by Thato … please refer as per attached phone repair note that she issued me with (refer as per documents marked b). Thato failed to stipulate on the repair note that this was the same issue I was experiencing that the phone was having an issue with the charging port. Again, despite me advising her same. The main thing she stipulated on the repair card was that the phone screen was cracked of which I am fully aware of as I did bring this to her attention that I was not calling in to enquire about the screen but rather about the phone charging port. I then phone the Marko offices to raise my concern without much joy. Each time I phone I was assisted by a reception staff whom could not put me through to the respective department accordingly as they advised me that staff are busy with customers hence ended having to hold on the phone for quite sometime to be served. After making numerous calls and enquires I eventually managed to speak to someone and was advised that the phone was still in for repairs and would be contacted as soon as feedback was received. I then made a further follow up a few weeks later and was advised that an email would be received wherein it would state as to what is the way forward. I then decided to ask to speak to a manager the next time I phoned through to enquire to make a follow up and was told that the manager is away on study leave and would be back the following Saturday. Again I requested to speak to the second person in charge and was advised that the next manager does not work Saturday and was off to my dismay as surely a big organization like Marko should have a contingency plan in place to ensure continuity.

After making some calls to your head office complaints department, I was well received by Sphamandla whom is customer centric and was willing to hear my predicament and he advised me that as I had called on a Saturday I should expect a further call during the forthcoming week, which I understood. The forthcoming Tuesday, after not having heard from tour complaint offices I then made a follow up call and spoke to Jamie whom was not friendly and was ready to make excuses and gave me the impression that I am not the only customer at Makro that needed to the assisted and to sum things up when I asked for her surname as I indicated to her that I would raise the issue with someone superior, she blatantly refused to furnish me with her surname, as according to her exact words told me that she is not obliged to provide her surname as it is confidential. I later received a call from your supervisor, Busisiwe Maseko whom was very wiling to assist and also advised me that she would assist make a follow up. Busisiwe later kept me updated as she indicated that she had communicated with the store whom advised that I had indicated that I would collect the phone and fix it myself, which was not what I had stated as clearly on my email it is stated that I collect the phone however I would refer the matter to the complaints department as I was not happy as the fixing the phone would cost me the same amount incurred to purchase the phone (please refer as per email forwarded to your Cornubia Makro office). The Marko manager has to date still not phoned me to hear me out but rather I have had to deal with Ziboon whom when he engaged me, he stated that how can he assist and was unwilling to hear my version of the story as already he was under the assumption that I am making a mountain out of a molehill of which is not the case. Recently I have been dealing with Bailtley whom advised that the phone had dust and they have cleaned the phone and its now charging. When I asked her to assist ensure that the phone charging port is replaced, she clearly refused and advised me that the phone is working. I find this very odd as I am not a builder by profession and also stay in a metro area and have no clue as to how my phone would have collected dust. This clearly indicated to me that someone is refusing to take accountability to have my issue resolved.

Furthermore I made numerous calls to follow up on this matter without much joy and was later advised that the phone was cleaned and it was now charging as there is nothing wrong with the phone charging port. Upon collecting the phone from your store earlier on today, this afternoon to be exact, being the 29th June 2022, I was again met by a staff member who was unwilling to hear me out as she indicated that there is nothing she could do and handed me the phone. She placed the phone into a charger and it flashed of which it has been all along and when I brought this to her attention her exact words was that she is giving me the phone, she was not fixing the phone, what must she do and I did make her aware that I will bring this to your attention to which, she smiled and looked away (it was a fair African young lady with a Makro uniform with short hair and no name badge) at the returns department. Upon getting home to my dismay, again the phone port is still malfunctional and no one seems to be willing to assist at your Makro Cornubia branch to assist with this matter

I would like to bring it to your attention that I am still unhappy with how my complaint has been handled and would like to have this seen to as soon as possible. I have made numerous calls, a number of trips to your offices and to date without my joy

Kindly look into and revert to me.

Regards

Nzimande

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