ABSOLUTELY DISGUSTING EXPERIENCE WITH MAKRO RETURNS DEPARTMENT

Hi all I just thaught I'd put this out and see if anybody else has had a simalar experience with MAKRO or not because I'm at the point now where I'm ready to find their head office and make a scene.

Over a year ago I bought a hp i5 laptop from MAKRO I used it for a few months after when I started having issues with some of the keys on the keyboard not working properly, I couldn't take it in at the time as I can't be without a laptop in my line of work as Its an every day tool for me on site doing camera installs etc, so I waited a few months until I finally upgraded on an mtn contract of mine and got another laptop I could use in the meantime. I then took my laptop in to makro Cape gate where I asked if the laptop was still under warranty, the lady helping me said it was so I explained the issue and she booked it in (the laptop was in perfect condition baring the B N CAPS and 7 on the numpad working intermittently.) I then left and waited on feedback from makro. I was then contacted a few days later and told my laptop in fact was not under warranty and was quoted 2400 to fix the keyboard. I can obviously have it repaired for cheaper (which I would have done if they had just told me it was not under warranty in the first place as I have know reasonably priced IT guys) I then told them to please send my laptop back as I will not be accepting their quote. The Makro representative then told me I needed to pay a quotation fee of R402.50 before my laptop will be released to me. I was a bit irritated at the fact that I was paying due to incompetence on makro's side as they made the mistake in telling me it was under warranty when it wasn't (which was explained to me on the phone as "oh she must have been new sorry about that" <-not my problem but I had to pay. So I left it for a bit maybe about 2 weeks (money doesn't fall out the sky and January is long) I was then contacted by makro and told that the IT company that has the laptop can't hold onto it any more and if I don't pay the R402.50 Ensure IT Services will depose of the device.

Now the fun part is yet to come after I paid the R402.50 on the 23/01/2020 I finally got my laptop back on the 14th Feb after asking whats the hold up?. Apon collection I got a sealed box and was asked to sign for it. I'm not an idiot so I requested to open and inspect the laptop. The moment I opened the laptop I knew they had damaged it as the laptop now makes a loud clicking noise when you open it and the front plastic and right hinge seem to be loose. I told the lady that they have damaged my laptop at the repair center and she said "the supplier just sent it back when they checked the serial number and didn't open the device" I refer back to said R402.50 quotation fee that says otherwise as on the R2400 they can tell me exactly which parts need to be replaced<- which you can only know if you have opened the laptop... So I asked do I take the laptop or what now? I was told I must take it but I need to sign a document saying I have collected it. I obviously said there's no way in hell I'm signing anything what is it for? So she explained it's just to say I've collected the item. So like an intelligent human being I read the document and in the very 1st few lines it stated something along the lines of "I agree that my goods have been received in the same/better condition than when I sent it in" wow what a lie they were trying to get me to sign they ddnt break my **** without me knowing NICE MAKRO (CLAP CLAP) OBVIOSLY I didn't sign it and I don't really think the lady knew what to do so she just read the page and looked confused. So I asked again what now? So they said they'd have to contact supplier and get back to me and gave me my laptop to take home.

It's now the 2nd of March and I still haven't had a response and on the 27th of Feb I took the laptop out the box to see if it's atleast usable if need be and I noticed something quite baffling (CONSIDERING I WAS TOLD THEY DIDN'T TOUCH THE LAPTOP) all my cover skrews are missing at the bottom of the laptop!! ***? Not even the CD drive skrew inside the laptop was put back so the disk drive just pops out if you pull on it.....

So I'm wondering this can't just have happened to just me? Anybody else got a similar story?

I am highly disappointed in MAKRO'S customer service and disgusted in ENSURE IT SERVICES workmanship, aswel as the blatent lies told by makro's returns staff.

Please share if this experience annoys you as much it does me.

AND MAKRO... PLEASE FIX WHAT YOU GUYS BROKE..... I've been patient until I figured out my skrews weren't even put back and my screen is now damaged due to all the stuff that is loose...

I know this isn't entirely on makro but also Ensure IT SERVICES, but Makros lack of interest in helping me and their poor customer service is why I am calling them out on this. I've tried contacting them numerous times and I keep getting put on hold while they transfer me for pretty much forever and I get told the returns manager will contact me, my number gets taken and I never get phoned and I repeat the whole process all over again. I'm now sitting with a doorstop for a laptop that was in almost perfect when I sent it in and now completely unusable and without hope of a solution from makro.