The national and geographic context significantly influences service delivery at Hirsh Somerset West.

Dear Hirsh Somerset West

I am writing to lodge a formal and comprehensive complaint regarding the persistent issues with the unit I purchased from your Somerset West branch, the consistently substandard service I have received, and deeply concerning instances of what appears to be ************** based on my nationality. My initial engagement with Hirsh Somerset West regarding this unit has been fraught with problems since its purchase. I initially had to escalate the matter through Hello Peter due to significant "geographic and nationality issues" that hindered effective communication and resolution. It is disheartening that such fundamental barriers were present from the outset, seemingly due to my nationality. My current and most immediate concern relates to the unit, which was recently returned to me after servicing. During the washing and cleansing process, the unit now exhibits a "funny throttle sound," a new defect that was not present prior to your technician's intervention. I have already sent formal communication requesting an explanation from the technician who worked on my unit, and I expect a prompt and satisfactory response to this specific issue. Beyond this immediate problem, I must address the broader pattern of non-compliance and unsatisfactory service: * Use of Uncertified Technicians and Breach of Trust: It has become evident that Hirsh Somerset West has been utilizing ******rtified technicians to work on my faulty unit. This raises serious questions about your commitment to quality and safety, and, more importantly, constitutes a profound breach of the trust a consumer places in a reputable brand. This is particularly concerning given the unit was faulty from the moment it was sold to me. * Failure to Honour the Brand: My experience suggests that Hirsh Somerset West is failing to uphold the standards and honour the brand it represents. The recurrent issues, the need for external escalation platforms like Hello Peter, and the introduction of new faults post-service are indicative of a severe lapse in service quality and accountability. * Allegations of **************: I must reiterate my grave concern regarding the implication that my nationality has played a role in the treatment I have received and the quality of service provided, including the alleged use of uncertified technicians. This is a very serious allegation and, if true, constitutes a direct contravention of basic human rights and consumer protection principles. * Deliberate Delay Tactics (Warranty Expiry): I also express my strong suspicion that Hirsh Somerset West is deliberately delaying a comprehensive resolution until my unit's warranty period expires, thereby attempting to circumvent their obligations under the Consumer Protection Act. I want to make it unequivocally clear that these issues have been ongoing since [Approximate date of first fault/purchase], and I have been in continuous engagement with your site regarding the faults from that time. This complaint serves as further documented evidence of these ongoing problems. Under the Consumer Protection Act (No. 68 of 2008), I am entitled to goods that are: * Reasonably suitable for the purposes for which they are generally intended. * Of good quality, in good working order, and free of any defects. * Usable and durable for a reasonable period of time. Furthermore, Section 56(2) of the Act clearly states that a consumer may return goods to a supplier within six months after delivery if they fail to satisfy the above requirements, and the consumer may demand a repair, replacement, or refund. My ongoing issues fall squarely within these protections. To resolve this matter, I demand the following: * Immediate and thorough diagnosis and repair of the new "funny throttle sound" by a certified technician only. I require a detailed service report confirming the certification of the technician and the specific work performed. * A comprehensive investigation into the alleged use of uncertified technicians on my unit and a full explanation of the findings. * A clear and unequivocal statement from Hirsh Somerset West on how you intend to rectify the previous and current defects in my unit, ensuring it meets the quality standards mandated by the Consumer Protection Act. Given the history of issues and the new fault introduced, I request a replacement unit that is fully functional, free of defects, and of the quality initially expected, or a full refund for the purchase price of the unit. * A formal response to my concerns regarding discriminatory practices and assurance of non-repetition. I expect a formal written response to this complaint within 7 working days from the date of this letter, outlining your proposed steps to resolve these serious issues. Failure to provide a satisfactory resolution within this timeframe will leave me with no option but to escalate this matter further to the National Consumer Commission (NCC) and other relevant consumer protection bodies, and to seek legal advice regarding your compliance with the Consumer Protection Act and any potential discriminatory practices. I can attached copies of all relevant documentation, including: * Proof of purchase/invoice for the unit. * [List any other relevant documents, e.g., previous service reports, email correspondence, Hello Peter reference, video of the sound]. I look forward to your prompt attention to this urgent matter.

Yours sincerely,