bad customer serve

Att: Customer Service Manager,

In May 2023 I purchased a Hisense 18kg top loader washing machine WTY1802T at Russels Promenade.

The machine was in perfect condition sealed and unstretched and I was happy with the condition. upon plugging it in, the programming was faulty and only allowed the soaking option. I went to the Russels promenade and spoke to the customer service representative who advised that they would send a repair team, the team came eventually and had a look at it and advised that they couldn't open or touch the machine as it is still brand new and under warranty, should they have opened it the warranty would have fallen away, a report was submitted to the store regarding the faulty machine.

Weeks went by with no communication from the store, out of my expense, decided to go to the store, and only then was the report recovered, two weeks down the line with no communication, I went back to the store, and I received a lame apology.

I eventually received a call that my replacement (exchange) was on its way. upon the delivery, it was an incorrect machine they delivered 13kg instead of 18kg and I requested them not to offload and take it back. I received another call from the store apologizing for the incorrect machine and was advised that they would rectify the error.

The machine was eventually delivered but it was a 2021 model instead of the 2022 that I ordered. anyone could tell that it was a used machine as there were many faults, i.e. programming was still the same as the 1st machine only soak, 2nd fault E3 indicating that the top is not closed, I went back to the store to file another complaint, a repair team was sent and only fixed the E3 fault, I only experienced more issues after repair team came, the inlet pipe is now leaking.

All in essence I am not satisfied with the level of service I received from Russels, i paid cash for the machine (R8999,00) with invoice number *** all I want is the model I ordered and if Russels cannot fulfill my order I would like a full refund on my purchase.