Stax Super Stores Complaint

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SUPPLIER	Stax Super Stores	INDUSTRY	Retail
BRANCH / AREA	Fourways	COUNTRY	South Africa
TIME / DATE	09:46 Tue 1 Nov	PERSON RESPONSIBLE
CUSTOMER	one	View all reports by user	0 2
PROBLEM	Poor service on extend...	Post this report to your Facebook page Post this report to your Twitter page
INCIDENT	Tue 1 Nov
HEADLINE	Extended warranty poor Service
I purchased the extended warranty on a 50" Plasma TV. The sound is not working, although I have a perfect picture. I reported this to the customer service at Stax Fourways on Friday morning the 28/10/2011. I was advised I would be called for the repairs to be authorised. I then went again to Stax again on Monday the 31/10/2011 as I had no respionse. They advised they would collect the TV on the 1/11/2011. I would have expected a call to advise me of the collection. Once again the communication is poor and I would advise anyone against taking out an extended warranty. I did contact one of the Samsung service providers and by now my TV would have been repaired. Add a new Stax Super Stores Report Inappropriate report?
SUPPLIER'S RESPONSE	Stax Super Stores	Time and Date	10:45:17 \| Tue 1 Nov 11
Hello one, Good Day Mr Van Deventer, First i would like to apologise for the poor service in terms of our communication to you. Our Company policy with regard to extended warranty is we first need to obtain an authorisation number which we obtained on Monday morning.Today being Tuesday your unit is being collected by our Samsung service agent to be repaired.We we will hurry along your repair and deliver it to your home ASAP. Please feel free to contact me direct should you have any further queries. Regards, Warren Plasket Branch Manager Stax Super Stores Fourways 0769509723 0114670486 warrenp@stax.co.za
UPDATED RESPONSE	Stax Super Stores	Time and Date	08:14:10 \| Thu 3 Nov 11
Hello one, Good Morning Mr Van Deventer, Just an update for you. Your unit is now at our Samsung agent and was looked at yesterday afternoon. Due to the problem of no sound it looks like the repair should be completed very soon. I will follow up your repair at lunch time today and advise you as to when your unit will be ready. Regards, Warren Plasket Branch Manager Stax Fourways 0114670486
CUSTOMER'S FEEDBACK	one	Time and Date	17:44:26 \| Tue 8 Nov 11
Indifferent: The TV has been returned with the sound repaired. However the base has been damaged ( Scratched). The service department did advise me of the damage and offered to try and obtain a replacement. Rather than risk any more damage I will accept the damage to the base.