Damaged

Good day

I’m very unhappy with the service and response time for house and home extended warranty claims.

My mother (Fihilwe Julia Mahlangu id : 600 ********** 089) bought a Samsung Fridge from House and home Highveld mall Witbank branch 2014. I’m logging complaint on her behalf as I have been doing all along since fridge broke first time. Since last year Early the fridge has been giving problems, people from extended warranty came and "Fixed" fridge twice which took about 4 months in those two encounters with no solutions. As they come fix fridge and a week or two later same problem occurs fridges stops being cold just becomes warm and has very loud noise. Second time same thing happened they came to fix and a week or two later it’s still not working. Now for the third time I have been waiting for over 2 months from Nov till to date for them to come fix fridge as its Head office recommendation they come check fridge again. Even though we have said we don’t want the fridge anymore. It’s costing us money as food gets spoiled we can’t buy meat in bulk anymore because we have unreliable fridge it can stop anytime it wants then food gets spoiled.

How many times must you fix the same thing before you can actually replace the fridge and why do we have to wait 2 months for it to be fixed. Who reimburses us for the damage on the food spoiled?? How do you survive without refrigerator. If it was getting fixed and stays long like a month or more before it’s not working again that would be a bit better but a week or two no ways something is not right with fridge hence it keeps breaking and we don’t want it anymore. This is totally unacceptable, unprofessional, worst part is we can’t speak to warranty people ourselves as they deal with branch only why? I don’t understand....

Extended warranty on the Refrigerator is expiring June 2018, if you keep wanting to come check the fridge and not replace it while its taking 2 months to fix will end up not having fridge while it’s your fault for being lazy and attending queries after 2 months, as warranty would have expired ... Then you will tell us there is nothing you can do, while you failing us now for over a year already??

First claim nu: ********** ********** Second claim nu: ********** ********** (Gp Plane)

Person dealing with claim at branch is Dudu ( house and home Highveld mall Witbank)

Your urgent attention to the matter would be appreciated before this goes further than internal.

Look forward to hearing from you and getting acceptable resolution to the matter.

Thank you.