Five months, two damaged replacement covers, and still no resolution

I am extremely disappointed with the after-sales service I have received from AC Direct. What should have been a straightforward replacement of a damaged air-conditioning cover has now dragged on for over five months, with no satisfactory resolution.

For context, here is a timeline of events:

4 May 2026: I reported that AC Direct technicians had left three dents in my Daikin air-conditioning unit following maintenance work. Photographs taken before the work showed that the dents were not previously present. AC Direct apologised and agreed to replace the damaged cover.

19 June 2026: After several follow-ups and scheduling arrangements, technicians arrived with the first replacement cover. Unfortunately, this cover had a dented corner, meaning another replacement was necessary.

June to September: I repeatedly followed up regarding the second replacement. I was continually told that the supplier was being contacted or that feedback would follow. On 31 August, I was advised that the cover would be available in Johannesburg within three to four weeks.

5 October 2026: Almost five months after my original complaint, technicians finally arrived with the second replacement cover. Although the corners were undamaged this time, the new cover had a chip in its galvanised coating. I immediately photographed and reported the damage.

6 October 2026: AC Direct acknowledged in writing that the damaged galvanising could lead to rust developing over time. I questioned why I should accept another damaged replacement and was told the matter would be raised with the supplier.

16 October 2026: Instead of receiving a resolution, I was informed that, according to the supplier, I had accepted the cover. This is simply not true. I immediately reported the damage when the technicians were present and subsequently raised my concerns in writing.

Throughout this entire process, I have been patient, polite and understanding. I have repeatedly had to chase AC Direct for updates, sometimes waiting weeks without meaningful feedback.

I am now in the ridiculous position where an air-conditioning unit that was originally undamaged has gone through two unsuccessful replacement attempts, and I am still left with a defective cover.

What frustrates me most is that none of this damage was caused by me. I purchased a quality Daikin product, and I simply expect it to be returned to the condition it was in before AC Direct's technicians damaged it.

I am asking AC Direct to take ownership of this matter, provide an undamaged replacement cover at no cost to me, and commit to a clear timeframe for resolving this once and for all.

After more than five months, I do not believe that is an unreasonable expectation.

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