Have2Have deliveries

[JerryMungo]

I ordered something from Have2Have fully aware that it would take time to get to me.

At first I was impressed by the way they kept you informed all along the way with little emails. When I received this message from them, I thought "Here we go... customs and delays"

Your item has arrived in Johannesburg and paperwork submitted for clearance. This process is the one process that we have no control over, clearances are processed by SARS and unfortunately we cannot say how long it will take, however the moment they release you will receive an immediate progress update.

But then shortly after that it was released by Customs and arrived at Have2Have's offices (the day after - 28 September).
Well that's the last I heard from them. It's been there (At their Johannesburg offices) for OVER TWO WEEKS as of today. In other words, since I first ordered on the 14th, it took under two weeks to get to Have2Have from their USA supplier and it's been with them over two weeks since.

I'm about to phone them to see what their lame excuse is.

Order History:
15-09-2011 Awaiting CC Processing VERIFIED
15-09-2011 Processing Credit Card Approved. Thank you.
15-09-2011 Order Status Update (Auto) Order Pending at fulfilment centre
19-09-2011 Order Status Update (Auto) Order en-route to International Have2Have office
22-09-2011 Order Status Update (Auto) Order en-route to International Have2Have office
26-09-2011 Order Status Update (Auto) Order processed for dispatch to Johannesburg
26-09-2011 Order Status Update (Auto) Touch down in Johannesburg
27-09-2011 Order Status Update (Auto) Order submitted to SA Customs for clearance
28-09-2011 Order Status Update (Auto) Order scanned at Johannesburg office

Their "Help" link looks like a dogs breakfast:

Note the date of those posts. And my login for have2have doesn't work on that help forum.
And still worse, don't expect to speak to a human

I cannot find your telephone number on your website, I want to call you what is your number? Can you call me?

Have2Have does not operate a call centre, and handles all queries via support tickets generated on this site. This system ensures that you query is answered promptly and efficiently by someone who is able to help with accurate information.

Have2Have does not employ a call centre, as most call centres are manned by call takers unable to give accurate information, this can leave you the customer with 2 or more stories, inaccurate information and worst of all nothing in writing. 99% of call centres advertise while you hold for ages that the call is recorded, when have you heard of someone getting a recording of the call when the company was at fault?Â

We believe customers want accurate information QUICKLY, and without spending a fortune (afterall you the customer would pay for this indirectly) offer this system.

 

[Basjohn]

Oh dear....my order just hit customs and I was excited that I'll FINALLY be getting it soon but reading this does make me worry like a poppet. On the plus side they have (SO FAR) always answered my support tickets within 3 hours.

 

[morkhans]

Ordered something from them last month. 2 days after it was handed to their courier in JHB it arrived at our offices in CPT. I had no issues at all.

16-09-2011 Order Status Update (Auto) Order submitted to SA Customs for clearance
18-09-2011 Order Status Update (Auto) Touch down in Johannesburg
19-09-2011 Order Status Update (Auto) Order cleared SA Customs
19-09-2011 Dispatched to client Great news! Your order has arrived and been dispatched to you via FASTWAY couriers from our Johannesburg office.

The Fastway site tracking system for me was the weakest part of the transaction. They don't update the status very often.

 

[sal12344]

Try sending something faulty back. 15 months to replace an item that was faulty out of the box

Sent from my GT-I9000 using MyBroadband Android App

 

[JerryMungo]

At the time of posting this thread I sent in two queries:
Query 1: WHERE THE HECK IS MY ORDER
Query 2: WHERE THE HECK IS MY INVOICE - I PAID OVER A MONTH AGO AND WANT AN INVOICE TO SEND TO MY OFFICE

I received an answer to query 2 by 16:10:

Hello,

Thank you for your email. The original tax invoice is included with the shipment, this has invoice number, and VAT registration number, and VAT break down.


Best Wishes,


Simon Swanich

I responded to that message with

Thanks Simon, but I don’t have my shipment and I need to submit my invoice to HQ. The shipment has apparently been at your offices for over two weeks now. Surely you can send me an electronic invoice?

So far no response to that or my query #1.
This is worrying indeed.
If you can't find it at your offices, then TELL ME WHAT IS HAPPENING AT LEAST!!! My gripe is not that something has gone wrong, my gripe is that they don't communicate... and from the client's POV just 'disappear' when there's a problem.

My advice is stay clear of Have2Have.
This is my first and last order from them.

 

[JerryMungo]

So anyone having trouble with communications, consider the following avenues

Simon Swanich
Suite 57
Melrose Arch
Johannesburg, 2076
South Africa
084 200 9911

You know, I'm reasonable, perhaps the weakness is that the item has been dispatched and may even be at my local post office, but I have no way of telling.

 

[JerryMungo]

http://www.iol.co.za/blogs/wendy-kn....1608/cellphones-if-it-s-grey-say-so-1.731144

Responding to Consumer Watch's queries around issues of disclosure and warranties, have2have's Simon Swanich said the warranties on the grey phones it sold were "valid at the manufacturer in the country of origin".

"We offer our customers a premium return service should the customer not want to return the product themselves," he said.

Have2have handles all the admin, and once repaired by the manufacturer, it is couriered to the owner's door. "The user pays the outbound shipping cost from South Africa - R150 a kilo - and we pay the return shipping back to South Africa, customs duties and VAT on the components changed and the delivery fee to the user's door.

"I believe the critical issue is that any item we source abroad at our customers' request is under warranty and not the fact that we do not hold the warranty ourselves."

In fact, he said, the company was of the view that the repairs undertaken by manufacturers based abroad, using original parts, was "often better than the service offered by authorised agents or licensed distributors locally".

"We assist customers with the import of goods that are not freely available in South Africa," Swanich said.

"And thanks to our fast, reliable and cost-effective access to foreign markets, local distributors are kept on their toes with regard to pricing, and availability of the latest technology."

:erm:

 

[Venomous]

Did you list your postbox as the delivery address?
Then maybe go look what's in there.. (might be a slip for collection)

remember the PO sends stuff back if it lies there toooooo long.

 

[JerryMungo]

Did you list your postbox as the delivery address?
Then maybe go look what's in there.. (might be a slip for collection)

remember the PO sends stuff back if it lies there toooooo long.

Well H2H send updates for each of the steps in the delivery process. Those updates stopped after it hit their office... there are still 3 or so steps to go. I'll wait for H2H's response. I'll check at the PO regardless.