EXTENSION OF TURNAROUND TIME

I am writing to formally lodge a complaint regarding the ongoing issues with my refrigerator repair and the unacceptable customer service I have experienced throughout this process.

My refrigerator has been out of service for an extended period, causing significant inconvenience to my household. Despite multiple attempts to obtain assistance and updates, I have been repeatedly passed from one department to another without receiving any clear answers or resolution. It feels as though I am being sent from pillar to post, with no one taking ownership of my case.

In particular, I would like to raise a concern about my interactions with a call centre agent/receptionist named Thando prior to Thando I spoke to Gugu from Defy repairs in Boksburg who knew nothing about the parts. During our communications, I found the service to be unhelpful and discourteous. Rather than providing assistance or accurate information, I was left feeling frustrated and ignored.

Furthermore, I have been advised that the escalation timeline has now been extended by an additional seven days. This extension is particularly concerning given that no one appears able to provide a clear update on the whereabouts of the required parts, when they will be sourced, or when the repair will actually be completed. The lack of communication and accountability is unacceptable.