Cash crusaders Blue Downs

Good day;

I purchased a second hand Milwaukee cordless drill for R1999.90 from cash crusaders Blue Downs on 24/03 for DIY usage, with a 6 months warranty. (TRANS:GR060423FROD103)

A few minutes into usage (it takes seconds to drill a hole) I discovered that the drill does not always start on demand ( by then I had ownership for a week+). I discovered on various online platforms that this is a common issue with this particular cordless brand. I took it back on the 06/04 and explained this issue, the unit worked in store and later stopped responding to demand as it did with me, there is no way the buyer would have picked it up on the day of buying it in if it was working at that moment.

I have the following issue/question:

The staff wasn't very accommodating when I (a longstanding customer who spent thousands at that and other branches) took it back and explained my disadvantaged predicament and was willing to pay R500 extra for another unit, having a battery operated unit is useful during loadshedding, downtime translates into loss😔. policy states that an exchange or repairs

...."of any item may only be issued if the customer was not aware of the defect at the time of purchase"....

I went back today, 24/04 and was explained that they haven't received the unit or any feedback from their repair centre. I asked them to follow up but they failed to take the reference number or slip with and came back with feedback that there is no answer from repair centre and I was offered an excuse of the repair guy being off sick and there was failure/delay on repair centres part to collect repairs as scheduled, of which I have to now bear the brunt.

There is also growing concern of certain buyers and their product knowledge and ability to effectively test equipment.

I frequently visit the store and on occasion pointed out to a salesman named Michael a Yamaha passive subwoofer that has been tampered with and clearly had parts replaced, the subwoofer was sold regardless and a week later I saw it back on the floor again, to which he told me that the customer brought it back, I suggested the item be removed from the floor to avoid bad business.

On one purchase I was handed the wrong copy from the speed point and was called by the counter sales lady saying that she made a mistake and needed the slip before Thursday, I made great effort to accommodate her and take it back, saving her trouble.

I mention these incidents amongst others I could, to bring to your attention that I'm a good client that brings good business and I'm in desperate need for you to return the favour by speeding up the process please, I have seen staff come and go but have always embraced the new faces and continued to do most of my electronic purchasing with your brand, without any issues until now.