Klacht: Complaint about not receiving my phone for more than 3 weeks and still counting…

op 07 juni 2017 over Dynasure in de categorie Reparatie- en onderhoud diensten

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Mijn Klacht:

Following a phone call with Robfrom Dynasure/Dynalogic (any many others in the last few weeks) I’m here by writing you an official complain about seem to be the worse and most lousy customer service I’ve ever experienced in my entire life.

There we go:

After contacting them for a claim on Wednesday the 17.05 My phone was taken for me on Monday the 22.05 in the morning,
and I had an appointment to receive a new iPhone 6 plus 128 GB (silver/white) on Wednesday the 24.05 between 08:00-12:00. I’ve received a message around 03:00 am that I’ll receive my phone between 09:00-12:00.

I was waiting in my office to receive my phone between the time frame that you provided me with, and I used the track and trace option in to see where the driver is. I saw that driver was in Amsterdam and where driving in a very close radius to me and was literally in the canal behind me.

Around 14:00 PM (almost 2 hours after the time frame for my appointment was ended I’ve received an email that my appointment was cancelled… I called to your so called ‘customer service’, and after waiting for ages on the line I’ve been told that the appointment was cancelled since the center of Amsterdam was closed and the driver could drive there (Total bullshit, the center was closed from the early evening on due to the football game of Ajax, but prior to that it was wide open and the traffic was excellent and everyone in my office got packages until the evening, plus I followed the route of the driver and saw that he was around)

After I called various times to your customer service and tried to solved this issue during this day (I was in the middle of my work day and had to leave the office many time for those phone calls (0.45 cent/minute in case you are not ‘fully aware’ of it..) I’ve been told that my only solution is to make a new appointment for Friday. Since I wanted to avoid another embarrassment of dealing with this issue during my working day, I’ve decided to take Friday off and asked the phone to be delivered to my home address instead. The new appointment was made for Friday the 26.05 in between 08:00-12:00 o’clock, and again I’ve received an email around 03:00 AM, saying that my new phone will arrive between 09:00-12:00.

Around 13:00 PM I’ve received a new email that my appointment was cancelled! Again!!! This time due to sorting problem… I took a day off (Lost of my precious time and money) and was waiting at home especially per the appointment that we made and realized that I was waiting for nothing. When I called to your customer service I’ve been told that you need to investigate what happened and in the meanwhile there is nothing you can do. The consequences of this are that until now – Tuesday the 06.06.2017, I still didn’t receive my phone!!!! Nearly 3 weeks after my claim has been made!!! 3 Weeks that you left me without a phone and didn’t provide me with any solution from your side.

Needles to say, that this is the worse service I have ever experienced in my entire life, It caused me a lot of stress, financial damage, endless phone calls etc. Since your company doesn’t offer any replacement phone after picking up the phone for the check, I had to be without phone for 10 days now. I was lucky enough to manage to borrow an old phone from a friend for the time being but it doesn’t have my contacts and it’s very slow. I had to bring it back and was for days without phone and had to ask random people to put my sim card in their phone so I could have contact with the outside world….

This company offers a 24 hours service, where is it???

I’m expecting to getting my new phone ASAP, needless to say that I’m not willing to pay you a cent for the own risk after all the damage that you cause me.

Moreover, I’m expecting to be compensated for all the phone calls, hustle, wasted time, the day that I took off from work and was waiting for you for nothing etc.

I will not hesitate to use social media and less social media against all the company involved: ace, dynasure, dynalogic etc.

Thanks,

Gewenste Oplossing:

* I would like to receive the new phone as per apoointment

*I'm expecting to be compensated for all the phone calls, hustle, wasted time, the day that I took off from work and was waiting for you for nothing etc.

Bericht van Robin van Klacht.nl

3 maanden geleden - Deze klacht is zojuist door Dynasure in behandeling genomen

Bericht van Robin van Klacht.nl

3 maanden geleden - We hebben bericht ontvangen dat Dynasure een oplossing geplaatst heeft bij deze klacht

Dynasure

Heeft op 13 juli 2017 om 11:34 geantwoord

Geboden Oplossing:

Dear Mr. Keren,

First of all we're very sorry you've had this unfortunate experience with us, our sincere apologies for the inconvenience. We've checked it for you but due to a huge delay the courier wasn't able to get to you because of the closed city center. He was planned to come by between 9.00-12.00h but could not be there before 16.39h. At that point it was incredible busy at Dynalogic which had caused delays and sorting errors. When the sorting error on the 26-5-2017 was discovered our colleagues of DYnalogic did everything they could to solve this for you. Sadly it wasn't possible to solve it before the beginning of june. Again our sincere apologies for the inconvenience. We've sent out a request for compensation and you will be contacted about this.

Assuming of having informed you sufficiently.

Kind regards,

Team WeCare Dynasure

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