Formal Complaint – Faulty Unit and Unfair Treatment by Hirsch Somerset West

I hope this message finds you well.

I am writing to formally lodge a complaint regarding the unfair treatment and lack of service I have received from Hirsch Somerset West, which falls under your supervision. My experience has raised serious concerns about the handling of my faulty unit and the discriminatory manner in which my case has been addressed.

Despite booking my unit for repair under an agreed service schedule and having paid for an extended warranty, the branch has now claimed that the warranty has been forfeited. This is despite the fact that the unit was faulty from the outset and has undergone multiple repairs. The refusal to escalate the matter to Bosch, the supplier, and to follow proper procedures is unacceptable and unprofessional.

I requested technician reports to understand the nature of the fault and ensure transparency. Instead, I received an accusatory email suggesting improper use of the unit and stating that the branch may cease repairs. This response not only lacks accountability but also contradicts the Consumer Protection Act (CPA) of 2008, which guarantees fair treatment and product accountability for all consumers—regardless of nationality or geographic location.

The repeated insinuations and dismissive treatment I’ve received appear to be discriminatory. As a consumer, I am entitled to equal service and protection under South African law. The Consumer Goods and Services Ombud (CGSO) and the National Consumer Commission (NCC) are mandated to investigate such matters and ensure compliance with the CPA.

I urge you to revisit the trail of communication and honor the commitments made to me. I am unable to personally deliver the unit due to logistical constraints, which were previously acknowledged by your team. The refusal to collect the unit as agreed is a breach of the service terms and warranty.

If this matter is not resolved promptly, I will escalate it to the CGSO, NCC, and, if necessary, pursue legal recourse through appropriate channels. I trust that you will treat this matter with the seriousness it deserves and work towards a fair resolution.

Sincerely,