Bad Customer Service

On March 2nd I submitted by printer (HP Officejet 8715) for repairs at Marko strubensvalley, on 5 March 2018 i received and sms advising me that it was ready for collections. on the 07 March 2018 I went there to pick it up, and they gave me form to sign off which I refused as the form stated that the printer was in much better or same condition as before. I could not sign the form and insisted that they open the box for me to take a look. upon investigation I found out the printer had several scratches which, I then advise them that it was not good enough and insisted that they either give me a new printer or refund my cash. the main reason for my refusal was based on the fact that the printer was not even 2 month old as it was bought in February 2018.

I was advised that they would take the printer back to HP and would be in touch with me once feedback was received, on the 13 March 2018 I received a confirmation ref: ********** stating it was with the HP for assessment, since they I have phone Makro call centre on several occasion trying to stabling as to when I would get feedback with no luck, on 21 March 2018, i called once more to find our the status of the printer and was told it take 10 days for HP to do an assessment, spoke to a lady by the name of Lebohang in the call centre whom I advised that I needed to speak to a manager or have one call me back, (no one bothered to call me back that day) on the 24 March 2018 I called Makro once more and could not get much assistance. by this time 2 weeks had gone pass with no communication as to what was happing with my printer. on 3 April I call the call centre once more following up on the progress and were i spoke to a gentlemen who advise he would personal follow up and get back to me on the 04 April 2018 which he did and once more on 05 April 2018, the last communication was that HP was escalating the matter,

I feel this is too much time and Makro should improve the way the communicate with their customers, fact of the matter is I bought the printer from Makro and I thinks its not far that I have to wait for their supplier, the should be making the decision quicker or review their deal with their suppliers

I need some to get back to me URGENTLY.