Extended Warranty **** by Game. Need to report to fais ombud

Extended warranty took 3 months to finally get them to have it on their system after numerous promises to phone me back for my whirlpool washing machine from Pavilion Game . The "ticket" was finally launched on the 17 Jun with a promise that a technician will contact me within 3 weeks, and apologized for delay. On the 12 Aug I finally got hold of them again, and apparently they lost my contract number since they had problems with their system, and decided not to send my query to a technician since they did not want to look for the contract reference number until I phoned them again, and hence since I phoned again I would once again need to wait for 3 weeks since now they had my contract number again, but made it clear that 3 weeks is a guideline and not a promise. I was quite upset and they promised daily feedback until there is a resolution. It is now the 20th August without any feedback. From the initial ticket to now it has been 9 weeks and 1 day since the initial ticket launched, and I have had no feedback from them unless the times where I am lucky enough to get through the customer service lines (when I am not hung up on).

This has led me to believe that they would prefer me doing the repair on my own cost and that the insurance they sold was ********** as there is no commitment from them to fulfill the promise. To expect people to sit for months without a washing machine to figure out that they have no inclination to fulfill their obligations is not only ridiculous, but also *******.

My next step if this is not resolved is to take it to the fais ombud ( https://faisombud.co.za/ ), as it was an insurance policy they sold. My suggestion would be for anyone else reading this to do the same as I think that would be the only way for Massmart to put pressure on Game to wake up!