HIRSCH'S MICROWAVE FAULTY - TERRIBLE SERVICE - 2 BAD EXPERIENCES

Item: Hirsch's
Rating: 1
Author: Kayla S

Good day I purchased a LG Microwave from Hirsch's Silverlakes beginning of December 2015. Upon purchasing the microwave the service was so great a young man assisted me advising me of all the different deals they had at the time. I purchased the microwave that same day unboxed it the following day and started using it in my household. Last year 27 August 2016 the microwave stopped warming the food and I was obligated to take it back as it was only 8 months old and still under warranty. The job number at the time was 440112. On 6 September 2016 they sent me a message stating that the supplier was waiting for spares and they confirmed that the spares had arrived and that it should be complete by the end of the week. On 8 September 2016 they sent me another message stating that the service is complete and that the agent has resolved the issue. They didn't call me however contact the alternative number which is my mothers number and advised her that she can collect the microwave. Upon my moms arrival one of the employees advised her that the microwave has been at the branch for the last 3 days. However this was never communicated. They had repaired the microwave by replacing the magnetron. On 9 February 2017 the same issue occured, it was now in a period of 5 months. I took the microwave in again on 11 February 2017 and the same employee assisted me (Rio Clacher), I advised her of my history she also checked on the system and confirmed that the microwave came in August for this reason. She tested the microwave to see if this is the case and booked it in again. I advised her that I want them to replace the unit however she advised me that she has to follow protocol and first send it in for an assessment to identify the problem. The new job number was 458134. Since I took the microwave in no one bothered to communicate with me in any way - no call, text or email. I called Tuesday 21 February 2017 afternoon and asked to be transferred through to the Service Department however no one answered I eventually ended the call. I called Wednesday 22 February 2017 and eventually came through to Rio. I advised her that it's over a week and I have yet to be contacted in anyway I dont know what the status of the repair is or anything. She advised me that the microwave is still in for assessment she is awaiting feedback from the supplier (surely assessing a microwave shouldnt take plus 5 days). She advised me that she's going to call the supplier for some feedback and revert back to me within 10 minutes. My call was never returned!! Today I received an SMS stating that my microwave was repaired and is now ready for collection, in the SMS I was also advised that I will receive an email as to why the unit was repaired and not replaced. Christelle Pachonick, a service consultant sent me an email that reads as follows "Good day Please note your microwave has been repaired and is ready for collection. Please be advised that the supplier did not replace the unit however they repaired it. Herewith as quoted by the supplier as to why they did not replace it 'As it is only the 2nd repair, and just the magnetron that has to be replaced, we cannot apply for credit'." I called the Manager he goes by the name of Mitch (don't know the spelling) I advised him of my history and service experience with Hirschs and that I'm not being compensated in any way. He advised me that he will follow up with Rio regarding this and apologized for everything. I advised him that this is my second time where I've received appaling service and that the microwave has been repaired for the same reason. He advised me that the supplier did replace the magnetron which is the same as having a brand new microwave. I advised him that when I bought the microwave it was brand new and lasted me 8 months before coming in for repairs and now another 5 months since the last repair. He advised me that the microwave has to come in three times before they can actually replace it and kept apologizing stating that he understands my frustration and that I should just give them one more chance. I gave him my name and number and ended the call. I paid for a faulty microwave that Hirsch's doesnt want to replace. I will be out of warranty in December so now my question is what if the same problem occurs again after that what do I do? The life span of a good quality microwave as the one I bought should last you between 5 - 7 years. We don't use our microwave often, it will only be in the mornings and throughout the day it's used to warm up food. The service has been HORRIFIC I will not recommend Hirschs Silverlakes to anyone moving forward. I honestly feel that they can pay me my money back and keep their microwave.

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