We Fix, more like We Break and dont care about our customers #claim to have fixed

I took my iMac to WeFix in Gardens because my cursor kept jumping around randomly and could not be controlled by my trackpad. This was on the 26th of Septemeber last year. I explained that I was leaving for Togo on the 4th of October and needed my computer by no later than that morning. At no stage was I told about the terms and conditions to be found on the job card, and that I should note these - is this not necessary in terms of the Consumer Protection Act?

I was advised that the computer trackpad was probably faulty and would need to be replaced. I received a job card via email on the same day at 15h00. On the 1st of October, I called as I had not yet heard from them. Spoke to Mohammed who told me the diagnosis and the price, the trackpad had to be replaced. I confirmed acceptance of the quote and again emphasised the urgency of the matter and that I was leaving on the 4th of October.

I received an emailed quotation on the 2nd of October at 14h43 with the quotation attached. Despite the fact that I had telephonically given approval and go ahead, this had not been recorded on the job card.

On the 3rd of October received an email with content saying that quotation had been accepted, the time was 4h24. Again I called advising that I need to collect the device on Friday morning, 4th October. I was told to make payment and did so via EFT which was emailed to them.

I live in Hout Bay and my staff were coming through to our office, I asked them to collect the device. When they got there they were advised that the device would not be released until the EFT payment reflected on the bank statement.

I was referred to the terms and conditions on the job card, which I had not read. clause 2.5 states: You must pay the repair and replacement part fee before we will release your device. I was further told that I should have read the terms and conditions on their website.

I had done this, but despite this, the only way that we would get them to release the device was by paying cash. This was done and my staff were handed a payment reclaim form for the EFT payment which had been made. This was completed and emailed to head office on the 4th of October. we duly received the reimbur*****t after all of this upset and stress.

While I was in Togo I again experienced problems with the trackpad, despite the fact that it had been replaced. After experiencing ongoing, intermittent problems with the trackpad, I called We Fix on the 19th of December and was advised that the part was out of warranty of 90 days on the part because We Fix use generically compatible parts, again referred to the terms and conditions on the job card. These terms and conditions had never been pointed out to me and I had not read them. I assumed that Mac parts would be used. I was really upset by this stage.

I travelled back to Cape Town, from Hout Bay, on the 20th of December. I was highly upset by this stage, I need my computer for work and explained this to the manager. She advised that the matter would be escalated and that I would get my computer back the following.

Many, many phone calls later, I received an SMS advising that the computer was ready for collection. This was on the 4th of January 202, I collected the computer on Monday the 6th of January. Again this involved driving from Hout Bay to Cape Town. I spoke to the manager once more voicing my unhappiness with their service and the loss of income that I incurred because I did not have the use of my computer. Deidre Wiese advised that WeFix outsources the repairs and that they were not able to control the length of time that the repairs would take. I received an apology but was told that WeFix had done all they could to resolve the matter and considered the client service to be good.

The TRACKPAD was still faulty, after numerous angry phonecalls to WeFix between the 13th and the 15th of January. I eventually received the details of the subcontractor, MacWave, their website states that only genuine Mac parts are used for repairs effected by them where the client deals directly with them.I called their subcontractor who advised that they would prioritise the repairs as soon as they received the device from WeFIX. They also said that they offer a complimentary collection service to their clients.

After much lengthy and angry conversation, Deidre Wiese of WeFix, reluctantly agreed to send their driver to Hout Bay to collect the device for assessment. The driver arrived at 15h30 on the 15th of January. On the 16th of January at 14h47 I received an sms advising that the computer had been booked in.

On Friday I called to find out where my computer was. I left several messages for Deidre to call me back. She was obviously avoiding me and at approx 15h59 from head office. The woman on the other side debated with me about the service that I had received and my unhappiness about the inconvenience to me and loss of income that I had incurred due to not being able to access content on my computer. I demanded a refund and was advised that she was not authorised to approve this. My frustration levels were over and beyond, I demanded that the matter be immediately resolved! the woman undertook to call me back within 30 min. Of course, this did not happen. I called to speak to Deirdre once more, in fact, 3 times. I was told that she had stepped out but would call me back before 5 pm on Friday.

It is Monday 20th January at 11h03. I have called 3 times to speak to Deidre, each time she has been busy, I am still waiting to hear from head office and Deidre Wiese. From the 26th of September to date, and my computer is still faulty and has still not been returned to me!!!!!!!! What do I do?

ps, despite the fact that the employees of WeFix have referred me to the terms and conditions on the website, they don't even know where to find them. Scroll to the bottoms of the website, and there they are obvious right? ADDRESS: 2 Francis Street, Woodstock, Cape Town PHONE: *** EMAIL: *** OPEN HOURS: Mon-Fri: 9am - 5pm Who we are Contact Us Blog Careers Terms & Conditions Apple Repairs Samsung Repairs Huawei Repairs