Moatasem Mahmoud

Review of Jumia Egypt

Attn. Customer Service Manager Jumia Egypt

Attn. Customer Service Manager Jumia Egypt

My name is Moatasem Mahmoud, I m in contact with you to solve above mentioned issue as per sequence below:-

1. On 23 April 2015 I made an order for the said product that was delivered as planned. After receiving the device, using it I discovered that that battery power went out very fast, both the battery and device get HOT, beside the smell that something is burning;
2. I called Jumia hotline, notified this malfunction and promised to collect the device that was on time;
3. Later I received a call stating the same malfunction reported and they offered me to get a replacement or get money refund, I did accept to receive a replacement;
4. I received the replacement device, did start using it normally checking emails, browsing, gaming, and unfortunately it became obvious it had a malfunction as well that is exactly battery power went out very fast, both the battery and device get HOT;
5. Again calling Jumia hotline, notified this malfunction, asked to get a refund as it seems the full batch of such product suffer technical malfunction, I was promised they will collect the defected device. Here started the real trouble:
Device collection took place 05:00 PM on Tuesday 05 May , although it was reported Thursday 30 April;
I never received an update from customer service, I had to chase them ( 6,7,9, 10 May)to know updates that couldn t be told in some occasion by customer service agents receiving calls, in some other occasion that the test department tested battery and it is OK, I explained again that is not the only malfunction;
When I was stalked with customer service agents I did ask repeatedly for a senior manager talking to me, that finally took place on 12May 04:26 PM, frankly speaking he wasn t no better than normal junior customer service agents where he started to argue, say nothing but non sense such that battery capacity isn t big so it went out fast, it s normal battery/mobile get hot due to use!!;
He insisted that the device will be shipped back to me, then I stated that I will not accept as device is faulty and not working properly.

I hereby complaint in writing to preserve all my rights as customer, end user whom should receive any product that shall work correctly without any malfunction, or gets a full refund since Jumia cannot offer good product.
I will be looking forward to hear from you soonest.