No credit for defective product

SECOND MAIL COMPLAINT - 1st Complaint 6 January 2017 Good day I am sending this Complaint out of pure frustration. I had a pool installed at my house last year (2017) September. Part of the building/ installation package was a creepy crawly (attached). The installer for the swimming pool told me to keep the box of the creepy as proof of purchase when I asked for the receipt of the creepy in the event that the equipment is faulty which I’ve done.

Since inception of the creepy it has not worked – the creepy doesn’t move at all. Because it is my first pool and I’m a single mother with 2 small boys I thought maybe I did something wrong and I’ve had terrible service from the installer so I couldn’t ask him for help so I took the creepy to Lazy Pools at Kollonade. They checked the creepy and found that the creepy has been correctly assembled. Still didn’t move. I’ve since gone to Chamberlains for advice, bought a swimming pool sweeper, spent thousands on cleaning products. I’ve changed all possible settings and made pipes shorter/ longer and still nothing. Out of pure desperation I found the attached information on the box of the Creepy Crawly and first went to BWH in Zambezi who couldn’t help me as they said I must take it back to BWH Gezina so I phoned BWH Gezina Before making the drive there. I explained my situation to the manager Andrew and he said I must bring in the creepy with all accessories and box to them and he will make a plan which I did (I live in Montana and work in Centurion so Gezina is out of my way). When I got there I still received no assistance as they wanted the slip although I explained to him telephonically that I did not have a slip. He also said that they wanted to test the Creepy Crawly and will come out to my house which has up until today not happened (I went there on the 31st of December). The policy at BWH against the wall says that BWH will gladly refund/ replace any product which is defective within 6 months but apparently that did not apply to me. Today I went to BWH again in Zambezi to buy another Creepy Crawly (blue 52 Splasher). Now I gather that there has been a lot of complaints about the Hammer Action Stingray Creepy Crawly at Builders but I have to go through so much drama to get a replacement!!

So now what I fail to understand is how BWH can not trace information on product with serial no’s? and if this product is deemed defective because of regular complaints from different customers why do I get treated like I’m lying and just want a new product?

I even have footage of the Hammer that stands still whilst filming and the neighbour’s creepy that I borrowed which was moving fine with the same pipes/ length of pipes etc. What more do you want for me to prove that it is defective? I can not understand why I have to beg when a product isn’t working for any kind of service to take place? Unfortunately I can’t attach the footage the file is too large but give me a cellphone number and I’ll send it to you gladly

I want a full refund om the Hammer Stingray and would like to take the defective product back (to Zambezi or Centurion) and collect my refund there. As I said I have already bought another Creepy. Furthermore to the manager Andrew who didn’t assist me at all – this is not customer service. According to him this unit was not bought at Gezina even though the box clearly shows date and store name/ location.

Please let me know how we proceed from here?

Kind regards,