Very sloppy service

I sent in a coffee machine for servicing through the Richard Bay in August. It was returned not working properly with problems it did not have when sent in. I returned it to the Richards bat store on 18 October. I am informed it has only arrived at the service centre today and I will be "quoted" to have the repair repaired. What sort of madness is this? Beware when buying for @home the shiny veneer of quality is only paper thin.