Appalling Service From Makro!!!

Appalling service from Makro!!

It has been such a long and frustrating experience I don’t know where to begin. I purchased a Defy washing machine online. When the machine arrived, we unboxed it and couldn’t wait to try it out. We noticed that the buttons on the machine were not working as it should and decided to call Defy directly, to see if we were supposed to do anything differently. They confirmed that it was a factory fault and that we should return it to the store we purchased it from. BUT Makro’s policy is, if you take the machine out of the box, they won’t replace it and have to send a ‘consultant’ to assess the product to see if they must repair it – A NEW MACHINE! In any case, how will one know if the machine is working as it should if you don’t take it out of the box?! No logic! It took us FOUR days and numerous follow up calls for this Defy ‘consultant’ to pitch. No-one takes ownership, no-one keeps to their word about calling back or following up. Follow-ups have only been made after we called and demanded action. There is a total disregard for the company’s brand and reputation. The service was absolutely appalling. Even when our query was ‘escalated’ to management, they didn’t take us seriously. Eventually when the consultant arrives, he says he needs to take the panels apart so that he can fix it. We told him not to touch the machine as we demanded a new one. When we received the new machine, 8 days later, low and behold, the ‘new’ machine was noisier than a tractor! Again, it took 5 painstaking working days after querying it with Makro after numerous calls for the Defy ‘consultant’ to appear. When the consultant inspected the machine he said the motor was loose causing the excessive noise when in operation. Now, in trying to contact Makro is like trying to contact the Queen of England. You wait an age listening to a voice prompt/ adverti*****ts only for the call to be cut. OR eventually when you speak to a human, they transfer you to nowhere and the line rings an age, and then cuts. We have proof of making TWENTY CALLS with no success!! Once this issue is resolved I WILL NEVER PURCAHSE ANY APPLIANCE AT MAKRO EVER AGAIN. This will be the last. While I type this, I am on hold for TWELVE MINUTES!