Bad service and **** client

Dear Makro Customer Service,

I am a very upset customer and have been struggling since Monday to get assistance with repairing my stove.

I purchased this stove from Makro together with a 3-year extended warranty. The stove has four electric plates and one gas plate. When I bought the stove, I was advised that the gas plate should not be used unless it is installed by a certified company that can issue a compliance certificate.

Because of this advice, we have never used the gas plate. It has never been connected and we do not even have a gas cylinder at our house. We have only been using the four electric plates since the day we purchased the stove.

When I initially purchased the stove, I discovered that the glass was already broken when I got home, and I returned it to Makro for a replacement. After about three months of using the replacement, the glass cracked again and it appeared that the glass was extremely thin.

I logged a call and Makro sent a technician to repair the stove. The technician replaced the stove with the one we currently have, installed it and tested it. Everything was working fine after that.

Now the stove no longer powers on, so I contacted Makro again on Tuesday to log another service call since the stove is still covered under the 3-year extended warranty.

However, I am now being told that I must provide a compliance certificate for the gas plate before a technician can assist. This does not make sense, as the gas plate has never been used or connected. A technician can easily confirm this when inspecting the stove.

Furthermore, Makro has previously sent technicians to assist with this stove without ever requesting a compliance certificate. It is therefore very confusing and frustrating that this requirement is only being raised now.

I would appreciate it if Makro could urgently assist in resolving this matter and honor the warranty on the appliance.