23 Apr 2018

Customers who consume Shell service station products, particularly the newly launched Leokwane Rechargeable Petty Card are unhappy about the service rendered at one of its most frequented service stations in Molepolole.

Loved for its quality oils, Shell customers were left stranded recently after they could not get service at Molepolole Service Station due to a faulty swiping machine with customers complaining that it happens so frequently that the service makes it hard for them to plan their everyday trips.

Vivo Energy, the company that distributes and markets Shell branded fuels and lubricants promoted Leokwane rechargeable card under a slogan ‘Fuel Budgeting Made Easy’, as an innovative product to help individuals and their families with budgeting and planning monthly spend.

Also, the fuel card was intended to benefit private motorists to purchase fuel, lubricants or other items at at the 52 participating sites throughout the country.

However, customers in Molepolole have cited that they have never really enjoyed the convenience the company sought to promote with regards to the rechargeable card.

On several occasions, customers have found themselves stranded at the service station after they have loaded money on their fuel cards but could not be assisted.

On many occasions, customers have complained that the swiping machine was either faulty or the manager was not available to fix problems with the machine as he is the only authorised personnel to do so.

As a result they end up stuck with their vehicles with some customers having to cancel their planned long trips to cattle posts or to other various parts of the country.

Some customers have cited an incident last year when the machine was faulty and had to be taken to headquarters in Gaborone for repairs, where it remained for more than three weeks.

They stated that this was a nightmare as they had loaded money on their cards but could not get service.

Some were forced to borrow money for fuel.

Now customers their consumer rights have been violated by being sold a ‘dummy’.

This they said is worsened by the fact that the service provider does not refund them their money or have a contingency plan for when they cannot access service.

Meanwhile, the Molepolole Shell service station manager, who declined to reveal his identity, continuously insisted that they are a third party and therefore cannot be held liable for the faulty machines or anything that goes wrong with the new product thereof.

For her part, Vivo Energy brand manager, Ms Khumoyame Thuso acknowledged that there had been some issues with the use of Leokwane card at this particular service station, and apologised for any inconvenience caused to customers.

She said they engaged with the management of the service station to come up with ways of improving service delivery, with particular emphasis on use of the Leokwane card.

She further pointed out that their primary objective was to provide the best service to their customers.

“We are open to suggestions to improve our service delivery to improve customer satisfaction, thus our door is always open to engage with our customers,” she said.

In the meantime, Department for Cooperatives Development, a sister department to the Department of Trade and Consumer Affairs official in Molepolole, Mr Boinyana Seketeme encouraged consumers to familiarise themselves with the terms and conditions of the contract they entered into and make sure they fully understand them.

He also advised consumers to report any unfair business practice to the Department of Consumer Affairs. ENDS