After-sales service gets clients angry
Damaged goods claims mount
Neo Makhubela is not the only Bradlows customer who has had a bad after-sales experience.
Following the publication of her story last Monday, three more consumers complained that they were sold defective goods and Bradlows had refused to exchange or fix them.
Makhubela bought a lounge suite which was falling apart and had it replaced after Consumer Line stepped in a week ago.
Klaas Maleho of Rainbow Park in Polokwane, Limpopo, bought a plasma LG screen, a double bed mattress and a double door Defy fridge in December.
The same day the goods were delivered he noticed that the mattress had a hole and his fridge had serious dents.
He immediately reported the matter to the branch manager who told him not to worry and promised to exchange the goods in January as they did not have stock, he said.
“Weeks and months went by and they sent me from pillar to post ever since,” Maleho said. He said one employee told him he was not the only person sold second-hand goods.
He is now a happy man as Bradlows replaced his defective goods within a few hours after Consumer Line stepped in.
Ernest Zikalala of Jabulani, Soweto, claims he also had a raw deal from Bradlows.
He wanted a custom-made kitchen unit when he approached the Jabulani branch in April.
Measurements were taken and later installation begun, but they brought the incorrect handles and used the handles from his old unit.
“They closed the case without reimbursing me for the handles they never supplied.”
Bradlows visited Zikalala at the weekend to see if there were any other outstanding matters with regards to the quality of installation.
Zikalala said after-sales service plays an important role as it ensures customer satisfaction. He said he would not have to approach newspapers to get his problem fixed if Bradlows cared about its customers. “After-sales service generates loyalty and maintains customer retention.”
He said a satisfied and happy customer eventually brings in more revenue for the company.
Ankia van der Pluym of Joshua Door Group encouraged Bradlows customers to report any complaints to their central customer resolution centre in order to get these matters resolved speedily, as soon as the matter arises.
She said when the issue was reported to the customer centre, the complaint will be directed to the correct department within the business immediately and it will be monitored centrally until the matter was concluded.
“There is no need for the customer to visit the store in person or contact the store directly. All matters can be dealt with conveniently, via our central customer resolution centre.”
Bradlows customer care line number is 0800 11 99 33.