Customer disservice!

I bought a Snomaster commercial ice making machine from Hirsch's and was persuaded to pay an extra R899 for an extended, onsite warranty. The sales representative assured me that this would give me piece of mind because any issues with my ice maker would be repaired, at my house in a few days.

My ice maker stopped working in March this year (2021). It took repeated calls and more than 2 weeks before a technician from Hirsch's eventually came to inspect my machine. To cut a long story short, my ice maker was only returned in working order in late June!

Unfortunately my problems were not over. The machine stopped working again (same symptoms as before) in September. I logged a ticket with the repairs desk on 27th September and again it took nearly 3 weeks for them to collect my machine. Then silence. 2 weeks ago I phoned and was kept on hold for more than 10 min. On my 3rd attempt I finally got hold of someone who could not tell me the status of my repair. He promised to call back in 10 min with feedback. You can guess how that turned out!

It is now 6 weeks since I reported my fault and I still do not have my ice maker back. The team at Hirsch's hasn't even bothered to give me feedback. I opted for top of the range ice maker, paid extra for an extended warranty and have now not had the use of my ice maker for more that 5 months this year! To say that the service I have received is shocking would be an understatement!!!