1 reviews | Active since Jan 2018
Dissatisfied Customer
I recently purchased a 20ltr Duram external paint from Builders Express in Uitenhage, 3 days after applying the paint the wall started making bubbles. When discussing this with Siphokazi from Builders, she contacted Lunga the Duram Rep, he called and advised that the paint did not cure as yet and the bubbles will disappear. I advised that I would monitor the situation and advise him if anything happens. Last week Saturday when coming out of my home I noticed a huge chunk of paint laying in front of my garage. I contacted Builders once again, Ankia the store manager advised that she would attend to the matter. Lunga the rep came to my property, sampled the wall and took a piece of the paint. During our discussion he committed to replacing the drum, and then later the afternoon he sent me a voice note saying the technician said he/she does not believe the paint could just fall off the wall. Lunga requested a photo of the barcode in order to sample/test the batch. I never heard from him since. I get a whatsapp every second day from Ankia advising they still waiting for feedback from Duram. Meanwhile I'm sitting with a wall which has a huge spot and the inconvenience waiting for a rep that shows no interest. In my opinion as a customer and the CPA that protects consumers Builder Express should take the responsibility and sort out their issues/concerns with Duram and not inconvenience a customer. I advised Lunga, Norah (Builders) Ankia (Builders) as well as Chris (Builders PE) what my expectations are. The only reason I purchased the Duram is because the previous paint I purchased from Builders Fired Earth 2 x 20lts was not enough for my house, garage and boundary wall, when visiting the store to confirm if they source me another 20ltr of the paint I was advised that the color was discontinued and that the code no longer appears on the system in order to mix me a 20ltr, hence me taking the Duram. The wall that is peeling has only been painted with Duram, and the other walls with the Fired Earth does not show any signs of peeling.
Thank you for bringing this to our attention.
I am so sorry for all the inconvenience that is being caused to you.
I will be escalating this as far as I can to have this matter resolved for you as soon as possible. JF
Thank you for bringing this to our attention.
I am so sorry for all the inconvenience that is being caused to you.
I will be escalating this as far as I can to have this matter resolved for you as soon as possible. JF
Firstly, I would like to Duram for handling my query in the manner they did, the regional sales rep, came out took a paint sample, evaluated my wall and advised that the wall was not the concern, he was not sure what had happened. Even though the lab tech felt nothing was wrong with the paint, they still reimbursed me the money for the paint I purchased and replaced the 20ltr Duram Paint. Thank you, Duram, much appreciated.
However, I don't like/appreciate the manner in which Builder's Express dealt with the situation, as they made the concern/issue solely the responsibility of Duram. Working in the warranty department myself, when a customer experiences a concern with our product the first point of contact is our dealer network where the vehicle/part was purchased, and the customer does not contact the manufacturer directly. In my opinion Builder's should have taken the responsibility and not have me deal directly with Duram, this has left a bitter taste so much so that I don't think I will buy/purchase anything from Builder's in future, if this is how they treat a customer. I would also like to highlight to consumers to read the CPA (Customer Protection Act) for instances such as this.
In all of this I was then given a disclaimer form advising that Duram resolved the concern and that further paint defects would not be their responsibility. I then contacted regional sales rep, and advised him on my dissatisfaction, as Duram paints carry a 3-year guarantee/warranty, how could they disclose in this letter that it is no longer their responsibility. He then mentioned that if the preparation and application is done correctly then I should register my guarantee from the day of application. That being said, this should have been highlighted in the disclaimer/letter that I was requested to signed.
In closing I would like to extend my gratitude to Duram for taking the responsibility for their product and the reimbur*****t of the paint.
Firstly, I would like to Duram for handling my query in the manner they did, the regional sales rep, came out took a paint sample, evaluated my wall and advised that the wall was not the concern, he was not sure what had happened. Even though the lab tech felt nothing was wrong with the paint, they still reimbursed me the money for the paint I purchased and replaced the 20ltr Duram Paint. Thank you, Duram, much appreciated.
However, I don't like/appreciate the manner in which Builder's Express dealt with the situation, as they made the concern/issue solely the responsibility of Duram. Working in the warranty department myself, when a customer experiences a concern with our product the first point of contact is our dealer network where the vehicle/part was purchased, and the customer does not contact the manufacturer directly. In my opinion Builder's should have taken the responsibility and not have me deal directly with Duram, this has left a bitter taste so much so that I don't think I will buy/purchase anything from Builder's in future, if this is how they treat a customer. I would also like to highlight to consumers to read the CPA (Customer Protection Act) for instances such as this.
In all of this I was then given a disclaimer form advising that Duram resolved the concern and that further paint defects would not be their responsibility. I then contacted regional sales rep, and advised him on my dissatisfaction, as Duram paints carry a 3-year guarantee/warranty, how could they disclose in this letter that it is no longer their responsibility. He then mentioned that if the preparation and application is done correctly then I should register my guarantee from the day of application. That being said, this should have been highlighted in the disclaimer/letter that I was requested to signed.
In closing I would like to extend my gratitude to Duram for taking the responsibility for their product and the reimbur*****t of the paint.
I am glad that you have gotten the correct paint and your complaint was resolved.
I am so sorry for the way we as Builders have handled your issue and the inconvenience we caused you. I will get in touch with management and have steps put in place to have a matter like this handled better in the future. JF
I am glad that you have gotten the correct paint and your complaint was resolved.
I am so sorry for the way we as Builders have handled your issue and the inconvenience we caused you. I will get in touch with management and have steps put in place to have a matter like this handled better in the future. JF