Did you think that if a cellular communications company sells kosher devices, it would also take care of the ultra-Orthodox customer who purchased them? Well, not exactly. It turns out that it's not that simple.
A complaint from an ultra-Orthodox resident of Rechsim brought up the following story, shocking as it sounds.
The story begins with the unfortunate fact that in the entire city of Rechsim there is no store selling kosher Orange telephones and/or a device repair shop.
To benefit from the company's services, residents are forced to walk all the way to the Lev Hamifratz mall, most of whom do not have cars and make their way by bus. That is, two buses.
Orange is not the only company on this issue. The other cellular companies also do not have a service store in the Haredi city. Perhaps the number of customers does not justify operating such centers.
This is how the customer from Rizem found himself arriving on Sunday, right after Rosh Hashanah, at the Oreg center in Lev Hamifratz. He dropped off his kosher device there for repair.
""It will be ready on Tuesday," they told him - and gave him a replacement device, with a warning: You must arrive on time to pick up the repaired device and return the replacement device, otherwise "you will pay a fine.".
The customer made every effort, and arrived at the store on Tuesday, as promised, and asked for the phone. But then he was told: "The phone hasn't been repaired yet. Come tomorrow - Wednesday.".
The salesman added: "They tried to call you - you didn't answer." It turns out that the attempt was indeed made only once, from a blocked number that could not be called back and/or who the caller was.
The customer didn't argue. Despite his anger, he bothered to come to the remote mall the next day, wasting his break from his studies at the kollel.
But even on Wednesday, the device was not repaired.
This time the customer got angry and asked the salesperson on the spot: "Why and why don't they inform you by phone not to come for nothing?""
""We send SIMS, didn't you get it?" - the salesman replied with a question.
""But I don't have SIMs, my phone is kosher," the customer reminded him of a simple fact.
""Then you have a problem," the company representative replied. "We have no way to notify you of messages.".
On Sunday, a week after he had sent his device in for repair, the phone rang. Who was the caller? Surprise, surprise: a representative from Orange. This time, an identified number appeared on the display.
The representative wasted no time and immediately announced: "The device you have is a replacement, please return it immediately or you will be charged for each additional day you have it in your possession.".
The customer was furious - and rightly so. "Here, when they want to inform me of a fine, they find a way to call me. But just to let me know whether my device is ready or not, they can't call?""
By the way, an interesting option offered to the customer is to pay a little more than 40 shekels and have the repaired device delivered to their home. But to exercise this option, they must be home within a few hours (and no, it's not certain that they'll call to let you know first).
""I will be praying together, my wife is at work for hours, I have no option but to sit at home 'on my feet' just to wait for the honorable messenger, so I preferred to arrive on my own.".
Partner responded: ""Partner provides quality service to all its customers on all matters they contact as part of the service concept to which it is committed. The company has a wide distribution of service points throughout the country, for the convenience of its customers, where they can benefit from repair service.
""In the case in question, after the customer submitted his device for repair, an attempt was made to contact him to inform us that there would be a delay in the repair process, but unfortunately there was no response. We spoke with the customer, apologized for his feelings regarding the service experience, and the matter was explained to him.".
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