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Pragasan review: Complain re: job#1575794; my fridge is making noise

M
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12:10 am EST
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Morning Pragasan,

Thank you for ensuring that all your customers (re-Defy) is respected and valued the same way when they purchase Defy appliances, Two guys from NCE Spares come into my house at 19h00 at night and I allowed them because the Rasta guys persuaded me in order for my fridge to be fixed.

He has resolved that a new engine is needed for my fridge not the air conditioner as he suggested before he examined the fridge which resulted in this whole disturbing noise coming out of it.

I hope this will be resolve before the end of this month.

Kind Regards,

Mfanafuthi Zulu

Regional People Partner: Massmart Wholesale|Cash&Carry

251 Umgeni Road, Durban, 4001

Office : +[protected]

Mobile: + [protected]

Email : Mfanafuthi.[protected]@massmart.co.za

1 Timothy 2:3 For Such Praying is Good and Right and it is Pleasing and Acceptable to God Our Savior.

From: NCE SPARES

Sent: Tuesday, February 8, 2022 2:19 PM

To: Pragasan Pillay

Cc: Mfanafuthi Zulu

Subject: Re: RE: JOB#1575794 4/81 House White City Pholaphola Road Nongoma

This Message originated outside your organization.

________________________________________

Good Day Preggy

I have spoken to the technicians who are leaving Ulundi shortly and heading to the customer.

They assured me that the call will be completed between 4pm - 5pm today

Regards

Urisha Naidu | Richards Bay | NCE Electrical (Pty) LTD

Defy Authorised Service Centre (Pty) LTD

41 Dollar Drive, Richards Bay, 3900

Tel : [protected] Cell : +[protected]

E-mail : [protected]@gmail.com / Website : www.defy.co.za

On Tue, Feb 8, 2022 at 9:43 AM NCE SPARES wrote:

Hi Preggy

Noted

Urisha Naidu | Richards Bay | NCE Electrical (Pty) LTD

Defy Authorised Service Centre (Pty) LTD

41 Dollar Drive, Richards Bay, 3900

Tel : [protected] Cell : +[protected]

E-mail : [protected]@gmail.com / Website : www.defy.co.za

On Tue, Feb 8, 2022 at 8:57 AM Pragasan Pillay wrote:

Good day

Urisha, please ensure the technician calls out as per his arrangements with Mr. Zulu.

He has also sent out direction to ensure the technician does not get lost.

May you both have a blessed day, and

Kind Regards

Preggie Pillay | Service Advisor | Kwazulu-Natal

Defy Appliances (PTY) LTD

135 Teakwood Road, Jacobs, Durban, 4052, South Africa

Office: [protected]

Sensitivity: Public

From: Mfanafuthi Zulu

Sent: Tuesday, February 8, 2022 7:31 AM

To: Pragasan Pillay ; [protected]@gmail.com

Subject: RE: RE: JOB#1575794 4/81 House White City Pholaphola Road Nongoma

Importance: High

Hi Pragasan

This is to inform you that a gentleman from Defy contacted me yesterday and he confirmed that he will be coming to my house to fix the fridge, I am waiting patiently

4/81 House

Pholaphola Road

Nongoma

When you enter white city you drive for 1 minutes on the left hand side You pass the Pholaphola Shop along the way there is house with Jojo Tanks, than take short left after the same house, the following house is my house.

Kind Regards

Mfanafuthi Zulu

Regional People Partner: Massmart Wholesale|Cash&Carry

251 Umgeni Road, Durban, 4001

Office : +[protected]

Mobile: + [protected]

Email : Mfanafuthi.[protected]@massmart.co.za

1 Timothy 2:3 For Such Praying is Good and Right and it is Pleasing and Acceptable to God Our Savior.

From: Mfanafuthi Zulu

Sent: Monday, February 7, 2022 8:41 AM

To: 'Pragasan Pillay' ; '[protected]@gmail.com'

Subject: RE: RE: JOB#1575794

Importance: High

Hi Prag

Is this still going to happen or it was just a way of responding to you?

Good Day Preggy

Long distance areas affects my technicians call out times, as it takes hours to reach one customer home.

Will ensure tech starts with the specific customers area first on his next trip next Tuesday or Wednesday

We will contact the customer a day in advance

Kind Regards

Mfanafuthi Zulu

Regional People Partner: Massmart Wholesale|Cash&Carry

251 Umgeni Road, Durban, 4001

Office : +[protected]

Mobile: + [protected]

Email : Mfanafuthi.[protected]@massmart.co.za

1 Timothy 2:3 For Such Praying is Good and Right and it is Pleasing and Acceptable to God Our Savior.

From: Mfanafuthi Zulu

Sent: Thursday, February 3, 2022 11:37 AM

To: 'Pragasan Pillay' ; '[protected]@gmail.com'

Subject: RE: RE: JOB#1575794

Importance: High

Hi Prag

I cannot wait for Tuesday I have food that I have already taken out

I am going to file a formal complain about this agent of yours that are lazy; Why did they accepted to be the service provider to Defy if they will have these cheap excuses, I am calling Defy National now I cannot wait for Tuesday

Kind Regards

From: Pragasan Pillay

Sent: Thursday, February 3, 2022 9:52 AM

To: Mfanafuthi Zulu

Subject: FW: RE: JOB#1575794

Importance: High

This Message originated outside your organization.

________________________________________

Good day

Please refer to my conversation with Urisha from Nce (Authorised service centre).

If you have any questions kind Sir please feel free to e-mail her.

God bless you.

Kind Regards

Preggie Pillay | Service Advisor | Kwazulu-Natal

Defy Appliances (PTY) LTD

135 Teakwood Road, Jacobs, Durban, 4052, South Africa

Office: [protected]

From: NCE SPARES

Sent: Thursday, February 3, 2022 9:32 AM

To: Pragasan Pillay

Cc: mfananafuthi.[protected]@massmart.co.za

Subject: Re: RE: JOB#1575794

Good Day Preggy

My technicians will be in contact with the customer

Regards

On Thu, 03 Feb 2022, 09:25 Pragasan Pillay, wrote:

Good day kind Mam

Please call the customer today, and discuss with him.

He is a wonderful human being, and I trust you will find that out upon your conversation with him.

Thank you, and

Kind Regards

Preggie Pillay | Service Advisor | Kwazulu-Natal

Defy Appliances (PTY) LTD

135 Teakwood Road, Jacobs, Durban, 4052, South Africa

Office: [protected]

From: NCE SPARES

Sent: Thursday, February 3, 2022 8:58 AM

To: Pragasan Pillay

Cc: mfananafuthi.[protected]@massmart.co.za

Subject: Re: RE: JOB#1575794

Good Day Preggy

Long distance areas affects my technicians call out times, as it takes hours to reach one customer home.

Will ensure tech starts with the specific customers area first on his next trip next Tuesday or Wednesday

We will contact the customer a day in advance

Regards

Urisha

On Thu, 03 Feb 2022, 08:00 Pragasan Pillay, wrote:

Good morning

Kind Mam, please do not forget to respond to my mail.

Customer is giving us the opportunity to assist him, before taking this matter further.

Thank you, and

Kind Regards

Preggie Pillay | Service Advisor | Kwazulu-Natal

Defy Appliances (PTY) LTD

135 Teakwood Road, Jacobs, Durban, 4052, South Africa

Office: [protected]

Sensitivity: Public

Sensitivity: Public

Sensitivity: Public

From: Pragasan Pillay

Sent: Wednesday, February 2, 2022 3:20 PM

To: NCE SPARES

Cc: mfananafuthi.[protected]@massmart.co.za

Subject: RE: JOB#1575794

Good day

I received a call from the customer, who is not very impressed with the technician that was assigned to the call.

Upon receiving a call from the technician, he was told that he will be assisted last, due to him living in Nongoma (he graciously accepted).

The technician called the customer much later and advised that he wanted to call out between 8.30pm and 8.45pm

This is far too late for the customer, as he travels vastly and this is now his family time.

Please advise as to when the technician will be calling out, and more or less a time frame.

I have copied the customer, to show him we are being transparent and are serious about customer service.

Thank you.

Kind Regards

Preggie Pillay | Service Advisor | Kwazulu-Natal

Defy Appliances (PTY) LTD

135 Teakwood Road, Jacobs, Durban, 4052, South Africa

Office: [protected]

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