Recurring Motor Failure After Repair, Endless Delays & Total Silence - Lewis Must Replace This Faulty Washing Machine (Parow Branch 244)

I am extremely disappointed, frustrated, and frankly angry with Lewis Stores' complete failure to stand by their warranty and provide basic customer service. This has dragged on for months, causing real hardship, and it's clear the system (especially Parow branch and head office/regional) has no accountability. I purchased a washing machine from Lewis Stores Parow branch (244) on 1 July 2024, under a one-year supplier’s warranty (valid until 1 July 2025). Less than 11 months later, on 16 May 2025, the motor failed completely (previous ***). A technician eventually visited on 10 June 2025 (after a 25-day wait), confirmed the broken motor, ordered a new one, fitted it, and the machine worked again. I thought the issue was resolved - until it failed exactly the same way on 29 December 2025, just over 6 months after the repair. This proves the product is not reasonably durable under Section 55 of the Consumer Protection Act - a major component (the motor) failed twice in under 18 months, even after being replaced under warranty. The repair didn't last, showing poor quality or improper fixing.

I reported the second failure the same day (29 December 2025; current ***, handled by Christopher). The service since then has been abysmal: Repeated calls to customer service: long holds, calls hung up before my case was handled, no proactive updates. One time, told Christopher was on lunch around 12:00 and would call back - he never did. I had to chase him multiple times; he often had no new info or updates. Last week before escalation, he mentioned waiting for head office approval - then nothing. Christopher was the only bright spot: he was apologetic, professional, and genuinely tried. He reviewed my emails, explained head office chaos, escalated to Parow branch senior management (explicitly noting their lack of assistance and failure to service the customer), and to the regional controller. On Friday, 23 January 2026 (around 10:00 AM), he called personally: said the regional controller was contacting the Parow branch "as we speak," feedback expected by end of that day, and he would call me back right away with next steps. He sounded truly sorry and committed to fixing it. That was the last contact. I sent a detailed follow-up email on 21 January 2026 demanding replacement, citing CPA breaches, and setting a 7-day deadline (expired 28 January 2026). As of today (29 January 2026), zero response: no call, no email acknowledgement, no update on the escalation, no replacement approval, no collection/delivery arranged. Complete radio silence from the branch and higher levels, despite Christopher's efforts.This leaves me without a working washing machine for over a month now - an essential household item. I've been hand-washing clothes, dealing with discomfort, extra time, and potential health issues (especially through seasonal changes). All while staying fully up to date on my account payments, no missed payments ever. The pattern is undeniable: Initial repair didn't hold → durability failure (CPA Section 55). Extreme delays in first incident (25+ days for tech, no progress after). Now second failure + no action despite escalations → unreasonable time for service (CPA Section 54). Broken promises and zero follow-through from branch/head office/regional. I've been patient: provided proof, followed up repeatedly, gave internal chances with clear deadlines. Christopher tried his best, but the rest of the company has let everyone down.

Enough is enough. I am now:

Lodging a formal complaint with the Consumer Goods and Services Ombud (CGSO) at www.cgso.org.za for mediation, enforcement of my rights, and potential remedies (replacement/refund/compensation). Considering claims through my customer protection insurance for laundromat costs, inconvenience, and hardship. To anyone considering Lewis Stores (especially Parow branch): Think twice. Their warranties mean nothing if they won't enforce them, repairs don't last, and service vanishes when you need it most. This isn't isolated - many similar complaints exist.

Lewis - replace this faulty machine immediately, or the public record (and CGSO) will hold you accountable.

Account number: 0*** Previous *** Current *** Branch: Parow 244 Contact: ***