Letter: Shoddy treatment

MJ Holland of Stanger writes:

I wish to bring to your attention unscrupulous and possibly illegal action at Pep’s cell store in the new Stanger Mall.

I wanted to resolve this matter in-store but the manageress insisted I go online to find the regional manager. She refused to provide his contact details.

I tried and the best I could get was a ‘Ballito Mall’ portal which does not have contact details.

I am doing this on behalf of a rural Zulu female who paid R1500 for a new phone which froze within a month. On taking it back to the store she was told she would have to wait at least 35 days minimum, without any offer off replacement.

Her mother is sick, she cannot afford another phone, and why should she? It’s Pep’s product which failed, not her, but she has to pay the penalty. The terms and conditions muttered at time of sale, then off you go. If it breaks, you are stuffed.

I would like to take this further. Can anyone advise me on dealing with the Consumer Council or similar?

Coming from Limpopo, it’s clear to me that one community seems to be interested only in profit with no regard for the rural Zulu. I mean really, telling her to go online to find Pep regional manager, to a rural person from a hut in Nonoti. This system is designed to just brush people off.

Should Pep read this and want to do the right thing, I have contact details to her mother with a temp basic phone for a few weeks.

We sent the letter to the regional head office and communications manager Mariki Schwiebus replied:

Thank you for bringing this to our attention. The matter has been sorted out. Delighted customers are our focus and pleasure.