Don't be fooled by their extended warranty

I purchased my washing machine in August 2013 and I am supposed to enjoy the extended warranty until 11/08/2018. My washing machine started making a terrible noise on Saturday morning 10/2/2018 after which I immediately logged a service call with Arthur at Hirsch's. A confirmation sms was received at 9:35 the same day. I was informed by Arthur since it is weekend someone will be calling me on Monday. A lady called on Monday to inform me that a technician will be coming out on Tuesday to assess whether the washing machine should be repaired or replaced. I asked that they please call beforehand so that I can make sure I am home. At about 11:46 on Tuesday I have not had a call or seen any technician. I spoke to John who said that he will get hold of him and get back to me. At 13:15 I phoned him again when I got the same story. I then asked to speak to the Manager Shaun who also said he will get hold of the technician and get back to me. At least he kept his word and phoned me at 14:11 to say the technician is running late, however, he will be there at 16:00. At 16:28 I phoned Shaun again to say that no technician has been to see me. He again said that he will do a follow up and get back to me. At 16:53 a man by the name of Zae phoned to say that he will be here within the next 20 minutes. He arrived at 17:30 apologising for the delay. I was told by Zae to phone ( ********** ) the next day and quote my reference number for an update regarding the repair which I did, only to be told by Varaidza that a request to order the parts has been send to Hirsch. I called Shaun to find out what the next step would be. He said that I will have to wait since they have to complete paper work and submit my claim to Hollard. They have to approve the claim where after it will be repaired providing the parts are available. I said this matter could take up to 5 weeks and how am I going to get my washing done. He rep**** that he doesn’t think so. I then asked him to contact Hollard and find out what progress has been made and refer back to me. To date I have not had any feedback!! I also wrote to Mrs Margaret Hirsch to bring the matter to her attention and was offended by her reply:- hi So sorry to hear about the inconvenience

extended warrantees are in fact an insurance and we have to go through the correct channels as we dont have enough of our own technicians in gauteng we sometimes use sub contractors like Panaserve to assist us and speed things up as our own technicians are often fully booked and traffic is always bad in gauteng

i have asked them to speed things up for you as i know how frustrating it is not to have a washing machine and i am hoping that by the time you receive this mail it will all be sorted if not please let me know

you are right in saying that this repair should not be necessary but from past experience this type of repair is due to overloading the machine - when loading the machine please ask your domestic to only fill it to half way up the door and you wont have this problem in future

we do have free lessons for domestic workers of all races and in fact we train the Butler academy as well if you would like me to enrol your domestic worker please let me know tx margaret

My poor domestic who doesn't even use my washing machine. I am one person in my household who knows the do's and don'ts regarding the use of a 9kg washing machine. I expected her to sort out the process as there is clearly problems in getting my machine fixed sooner than later. However, she is more focused on finding a culprit for the breakdown:(