1 reviews | Active since Sept 2017
********** service and products
I purchased a trimming machine on the 20th of December 2025 (Hyper Tough Petrop Brushcutter 52CC) to a value of R2 199.00.
The machine was first used on the 21st of December and again on the 22nd. However, whilst in use on the 22nd of December, the machine stopped working.
We tried to open the spark plug bolt to investigate per the instruction at purchase and manual. We could not open and resorted to returning the machine to the shop where I was assisted by Steven and his team (this was on the 27th of December 2025).
They too struggled to get it open but eventually they did. I was then told the spark plug needed replacing as it had burnt out.
I purchased a new spark plug the same day which was replaced at the shop and took the machine back home on the same day.
Some days later, I tried to use the machine again and it was working just fine.
On my next attempt to use the machine on the 17th of January 2026, the machine worked briefly until I needed to top up on the fuel. When I tried to start up the machine, it would not start up.
I checked the spark plug and realised it had burnt out again and I replaced it. This was 2nd spark plug replacement since the purchase on the 20th.
After replacing the spark plug, I then switched on the machine and at this point, the starter pulling rope would not repel back. I tried to look inside to see if it could be rolled back inside manually only to discover there was a disc inside that had been broken.
I took the machine back to the shop once more, on the 25th of January 2026. On this day, I spoke to Steven and he suggested that I take the machine to the Returns Department where I was given the reference number (repair ***).
I was told the machine would be taken to the suppliers for assessment.
Two weeks later the 6th of February, I called the shop to follow up as no one had given me any updates on the matter.
I was told the machine was still with the suppliers and that I should call back the following week.
I am now contacted by Amanda Blows to tell me that my warranty was revoked due to opening the machine and I should have brought the machine in the shop every time I needed to change the spark plug.
So, if live in Botswana for an example you people are telling me I should have crossed borders to come to the shop for this change? Please also clarify why this was not communicated with me at the point of sale. Are these processes not included in the manuals for things to check before bringing the machine to the shop?
Bottom line here is you sold be a broken machine which you now refuse to refund me or to do an exchange but are happy for me to pay for the repair.
You still have not addressed what the issue is with the machine, what you are quick to say is we are revoking your warranty. Me opening the machine did not break it answer as to why I
had to change spark plugs 3 times in the time frame the machine was used, answer as to why the starter pulling rope was broken?
*******
Take accountability and do the right thing.
Thank you for bringing this to our attention.
I'm sorry for the service you've received.
We want to provide a smooth and satisfying shopping experience for all of our customers, and we're sorry we didn't meet this standard for you.
We'll have this looked into.
Kind regards,
JF
Thank you for bringing this to our attention.
I'm sorry for the service you've received.
We want to provide a smooth and satisfying shopping experience for all of our customers, and we're sorry we didn't meet this standard for you.
We'll have this looked into.
Kind regards,
JF
I looked into this, and our team is working on it to have it resolved for you as soon as possible.
I understand your frustration regarding the time frame of it. We will be in touch as soon as we have a final update. JF
I looked into this, and our team is working on it to have it resolved for you as soon as possible.
I understand your frustration regarding the time frame of it. We will be in touch as soon as we have a final update. JF
- I have not received any explanation as to why the spark plug burnt out three times within only four uses — something Steven from the Gardening Department confirmed is not normal.
- I did not attempt to repair the machine; I merely opened it to inspect the spark plug as guided by the manual and instructions given at purchase.
- If opening the machine voids the warranty, why was this not clearly communicated at the point of sale?
- What is the purpose of providing an instruction manual if customers are not permitted to conduct basic inspections?
- Is it reasonable to expect a customer living outside South Africa, for example in Botswana, to cross borders simply to inspect or replace a spark plug? As requested by Amanda that the machine should have been brought back to the shop for the spark plug replacement.
At no point was it communicated that basic inspection in line with the manual would void the warranty. It is therefore deeply concerning that the warranty has been revoked without transparent technical justification or formal diagnostic reporting.
I believe I have acted reasonably and in good faith throughout this process. Instead of resolution, I have experienced delays, lack of communication, and now a warranty revocation without sufficient explanation.
I respectfully request:
- A formal written diagnostic report from the supplier;
- A clear explanation of the basis on which the warranty was revoked;
- A fair resolution, preferably a refund or exchange (excluding the Hyper Tough brand).
I trust that Builders Warehouse upholds principles of fairness, accountability, and customer satisfaction. I would greatly appreciate your intervention to resolve this matter urgently.I look forward to your response.
- I have not received any explanation as to why the spark plug burnt out three times within only four uses — something Steven from the Gardening Department confirmed is not normal.
- I did not attempt to repair the machine; I merely opened it to inspect the spark plug as guided by the manual and instructions given at purchase.
- If opening the machine voids the warranty, why was this not clearly communicated at the point of sale?
- What is the purpose of providing an instruction manual if customers are not permitted to conduct basic inspections?
- Is it reasonable to expect a customer living outside South Africa, for example in Botswana, to cross borders simply to inspect or replace a spark plug? As requested by Amanda that the machine should have been brought back to the shop for the spark plug replacement.
At no point was it communicated that basic inspection in line with the manual would void the warranty. It is therefore deeply concerning that the warranty has been revoked without transparent technical justification or formal diagnostic reporting.
I believe I have acted reasonably and in good faith throughout this process. Instead of resolution, I have experienced delays, lack of communication, and now a warranty revocation without sufficient explanation.
I respectfully request:
- A formal written diagnostic report from the supplier;
- A clear explanation of the basis on which the warranty was revoked;
- A fair resolution, preferably a refund or exchange (excluding the Hyper Tough brand).
I trust that Builders Warehouse upholds principles of fairness, accountability, and customer satisfaction. I would greatly appreciate your intervention to resolve this matter urgently.I look forward to your response.
Thank you for your response.
We will notify our team, and we will be in touch.
Regards,
BB
Thank you for your response.
We will notify our team, and we will be in touch.
Regards,
BB
My apologies for the delay.
We are still waiting on feedback, but I will look into it to see if we can get any feedback sooner. JF
My apologies for the delay.
We are still waiting on feedback, but I will look into it to see if we can get any feedback sooner. JF
This has been going on for far too long.
This has been going on for far too long.
We have gotten feedback, and you will need to cover the cost of the quotation as the warranty was voided
We have gotten feedback, and you will need to cover the cost of the quotation as the warranty was voided
I have respectfully requested
- A formal written diagnostic report from the supplier;
- A clear explanation of the basis on which the warranty was revoked;
I need a clear report stating the machine broke due to me opening it.
I need a guide where it is stipulated that a customer is not allowed under any circumstances to conduct a basic evaluation.
I need a clear statement that this was communitaced with me at the point of sale.
Hope this is now clear.
Thanks
I have respectfully requested
- A formal written diagnostic report from the supplier;
- A clear explanation of the basis on which the warranty was revoked;
I need a clear report stating the machine broke due to me opening it.
I need a guide where it is stipulated that a customer is not allowed under any circumstances to conduct a basic evaluation.
I need a clear statement that this was communitaced with me at the point of sale.
Hope this is now clear.
Thanks
Your case is with the Ombudsman, and they will be in touch with you with a final update. JF
Your case is with the Ombudsman, and they will be in touch with you with a final update. JF
Only today at 16:35 you respond to say "you will see" after having to repeat myself.
Once again I am aware my case is with the Ombudsman, of which the feedback I expect to receive from them includes all the reports I have requested from you.
Why respond to something I was already aware of an ignored my request?
Delay tactics much
Only today at 16:35 you respond to say "you will see" after having to repeat myself.
Once again I am aware my case is with the Ombudsman, of which the feedback I expect to receive from them includes all the reports I have requested from you.
Why respond to something I was already aware of an ignored my request?
Delay tactics much