Missing Ice Machine

We took our ice machine into the Meadowdale Edenvale store near the end of June to have the water pump replaced. I continuously asked for +- a month for updates and received vague answers.

Around the 21st of July I finally received a phone call to inform me that they were not able to repair the machine since they “Could not find parts”. Upon booking the machine in I was told that “If I do not accept a quote I would be liable for a R189.75 fee” which is reasonable. I was not informed that there were no card facilities available upon booking the machine in. Since there was no quote provided, I assumed that the R189.75 would be null and void however I was still prepared to accept it if given a reasonable explanation.

On the 27th of July I advised via a Whatsapp message that I would be collecting my ice machine over the weekend as it is difficult to leave during working hours. I specifically asked for the working hours over the Saturday and was told that the store would be open from 09:00 to 13:00. I arrived just before 11:00 on the Saturday to collect my machine and found that the store was closed. I sent another message and was met with no response.

I then managed to leave work earlier yesterday (4th August) to go and collect the machine. Upon arrival I attempted to ask regarding the payment, and was told that there were no card facilities. The lady then asked for the ice machine to be brought to the front, and I handed over my receipt so that it could be located. I was then informed that they could not find my ice machine. The lady asked if she could get back to me when she finds it, and I have still not received any feedback. How is it possible that you take a product in for repairs, are then expected to pay for absolutely nothing and then find that your machine is missing.

I explained this to Antoinette and asked for complaints procedures. I was met with an apology for bad service, she advised that she is new and working through a back log. She advised that the R189.75 is an assessment fee, however there has been no assessment or quote to my knowledge especially since my machine had gone “missing”. When I asked her for an explanation regarding this fee as well as an explanation as to how my machine could have gone missing I was told that she is unable to provide me with an answer as she cannot answer for someone else (Understandable) and that her customers are informed of every detail. This however does not help me at all.

I informed her that we have been met with a similar result in the past where we had previously taken an item into repairs with them, and I understand that sometimes these things happen and had thought that I would give them the benefit of the doubt. However, this is now the second incident. I can understand her not being able to answer for someone else, however a customer should not have to suffer the consequences of an internal issue. Poor management, explanations or lack thereof, and the machine being “lost” or misplaced should not be the customers responsibility.

I have asked for accountability from the store and have been met with silence.