Poor After-Sales Service and Warranty Support from Hirsch’s Milnerton

I am extremely disappointed with the after-sales service received from Hirsch's Home Stores regarding my Samsung Galaxy Buds 3 Pro.

During the warranty period, I reported charging and functionality issues on multiple occasions. The earbuds were booked in during April 2025, where I was advised the issue was software-related and a software update was performed. However, the problem persisted afterwards. I constantly had to wipe and clean the buds just to get them to charge or function properly, and over time the issue worsened until the right bud eventually stopped working completely.

When I returned to the store again, I was informed that the earbuds were now out of warranty and was presented with a repair quotation of R4,902.

My frustration is not only with the unresolved defect, but with the manner in which the matter has been handled. The store manager was unwilling to properly consider the fact that the issue had been reported during the warranty period and repeatedly focused only on the warranty expiry. I also received a call from Ushana, which I found highly unprofessional and dismissive. Instead of listening to the history of the issue and attempting to assist, the approach taken made me feel as though I was being treated unfairly and as though I was making unreasonable demands, which I was not.

At no point did I demand a refund or replacement. I simply requested that the matter be reviewed fairly, considering the defect was initially reported within the warranty period and appears to have remained unresolved from the first repair attempt.

While I appreciate Kaitlyn’s professionalism and willingness to investigate the matter further, the overall experience has been extremely disappointing and stressful for what should have been a straightforward warranty-related issue.

Based on my experience, consumers should be cautious when purchasing products from Hirsch’s, particularly when it comes to after-sales support and the handling of warranty-related matters. A company’s true service standard is shown when problems arise, and unfortunately my experience has left me with very little confidence in their customer care processes.