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Dear Mr. A******
Reference to your email complaint dated 1st February 2011
Firstly, let me thank you for raising your complaint email and the concerns you have raised on the experience you have undergone on the 1st of February at our Barnes road Customer Service Centre.
I can assure you that, we are very committed to serving our valuable Customers, and also listening to issues raised, as it gives us a greater opportunity to make customer experiences much better through our services.
Having fully investigated the points on your complaint email, the said sale of a phone in an unsealed box, without a receipt has taken place through the third party salesman, who is authorized to sell units at our premises. However, they are also responsible to maintain and deliver services and products that deliver the same service and promise we make. We at Tigo also take very serious stance on the expected standards, when a third party operates in our premises.
It was found that the mentioned sales person has sold a phone, that does not belong to his stocks provided by the 3rd party(who has a contractual obligation with us). And he has also acted on his own trying to sell this unit without a receipt as well. It was also found that, the unit was not from his stock and has undertaken to sell for another person in his private capacity.
We have taken this very seriously and also have met the relevant manager of the company and this person has been removed from our premises.
I can also assure you that any product or service that is paid for at our premises is always to be issued with a receipt.
I also wish to apologize for the inconvenience and trouble you have gone through and also hope that the solution provided to you will be accepted in good stead. We look forward for a continued relationship with us, in which we hope our service will exceed expectations, and put this experience as one off thing of the past.
Once again thank you very much for raising these issues as we believe customer complaints, feedback will always play a very valuable role in helping us improve our service towards our Customers.
It was also my pleasure to meet you in person and get a first hand count of everything.
Please also feel free to contact me anytime you require in the future as well.
Yours Sincerely
A**** F*******
Head of Customer Operations
