A disgruntled customer took advantage of the internet to call out tech company, Tecno, for allegedly selling malfunctioning smartphones to its customers.
The social media user in a letter addressed to popular online blog, Lailasblog, wrote:
Good evening Laila
How are you doing? How was your day? I trust you and your family are doing well?
Laila, please I want to call out Tecno phone company and Yes! Phone store (please attached is the receipt).
My mum bought a phone/pad ( Droipad 8ii) on 11/01/17 from the Yes! Store at Newroad Bustop, Lekki. On getting home, we noticed these problems:
*It does not keep/store pictures and videos – it erases once taken
*the screen keeps blinking continuously when typing/making calls.
*Volume very low.
The phone was taken back on 12/01/17 and worked on by the engineers in the shop and certified Ok. The problem still persisted and the phone was taken back a second time and we were told to pick up next day.
After picking up the phone, we found out all problems were still there. It was taken back to the store and we asked for the phone to be changed since under warranty.
The staff at the store refused, asked us to leave it a third time for repairs. Again, the phone was collected and all the above listed problems were still there. I took it back the 4th time and was told to leave the device for 14days.
You can imagine my frustration at this point, I left it with M/s Enya who refused to take my calls for the period my phone was with them, and her excuse later was; ‘because the device was not ready’. Who does that? You take calls and explain; that is good customer service.
Again same problem was there, looked like nothing was done.
On 4/3/2017, I went back to the store and they still refused to honour warranty /change phone. I called M/s Ada (the manager), explained everything to her and she said to come back to the store on Monday that she’ll instruct them on what to do.
I went back Tuesday 7/3/2017, no prior instructions /information was given to them. After going back and forth amongst themselves for over 2hrs , we were asked to leave the phone again for 14days. This was now the 5th time, at this point we were very upset and frustrated.
My mum was called to come pick up the phone the next day, and all problems were still there as usual. Nobody had any solution to the problems on the phone then, we were told to leave the phone for another 14days. This was the sixth time.
I was able to get the regional manager’s number(Mr Enoidem). He seemed understanding of the whole situation and said to go down to the store, ask for Omoniyi and we will be given a new phone.
Imagine the surprise when we were given a loaned phone. Infact, the phone is an older used version of what was bought and they initially tried to force us to take ownership of it.
My mum refused and she was told to use it pending when her phone is fixed.
My mum was reliably informed to write her complaints to [email protected] that, different stakeholders have access and she would get a response.
She wrote two emails, the last one was finally responded to on 20/3/17 that ‘ someone will get back as soon as further information is provided ‘. Since then,we haven’t heard from them.
The phone has been with Yes! Store since 16/3/17. My mum actually went to the store yesterday (28/3/17) and was informed they have not been able to get a software that works with the phone, that they will get back to us(I wonder what that means).
Laila, please is it a crime to buy a Tecno phone or is it a crime to buy a phone from a Yes! Store?
Why would they refuse to change a phone discovered to have issues immediately? How does warranty function in Nigeria? This is supposed to be a brand new phone, what quality of phones are sold by Tecno and Yes!? Why is there difficulty in getting software, is the phone outdated?
All my mum wants is either her N58,500 so she can go to another phone shop or a new phone that is functional. I am hoping through this medium Tecno or Yes! can resolve this. I can be reached through my email they have or 08092944889. Thank you.