Bad Service from Makro Polokwane

I bought a Ryobi 45CC Petrol ChainSaw machine that had a guarantee for 2 years at Makro Woodmead on 04 June 2021. After a few month the machine was no longer working and I decided to take it to Makro Polokwane for assessment. Makro employee then booked my machine on 20 November 2021 for assessment and he dismantle a couple of parts from the machine and ask me to take those parts back home with me. One of the items/ parts that he gave back to me was the "CS4518 Brake Assembly".

I then received a call from Makro employee informing that the assessment was done and I should pay R752 in order for my machine to be repaired. I then asked Makro employee to give me the breakdown of the items on the quotation. Makro employee told me that labour will cost me R207 and I then challenged Makro employee and told him that labour is not supposed to be charged according to the terms and conditions for the 2 year guarantee. After that Makro employee said that I should give me a chance to go back to their 3rd party to get a revised quotation. The revised quotation came back with a total amount of R730 where the price was adjusted and labour removed from the quotation. Then Makro employee told me that if I do not make a full payment of R730 the machine will not be repaired.

After that I transferred a full amount of R730 to the account number that Makro employee provided to me and I then asked Makro employee to keep all the damaged parts that was replaced from the machine so that I can be able to see those parts when I come to collect the machine. After that I received a call from Makro employee to inform me that my machine was ready for collection. I then told Makro employee that I am not comfortable about the differences on the two quotations that I have received from Makro employee. I then asked Makro employee to provide me with his Superior contact details so that I can be able to escalate this further. After spoken to the Superior, he was convinced that the R730 I have paid included the labour amount and he then said to me that he will refund me the labour amount when I come to collect the machine. On Saturday 27 August 2022, I have received my machine, damaged parts ("CS4518 Brake Assembly") and R220 cash refund amount from the Superior at Makro Polokwane.

On Saturday 27 August 2022 when I got home, I have noticed that the damaged parts ("CS4518 Brake Assembly") which was replaced was actually not for my machine as the same parts/ my original parts ("CS4518 Brake Assembly") was given back to me to take home the first day when my machine was booked for assessment. In other words my original parts ("CS4518 Brake Assembly") was never assessed and it has always been at my place.

I have tried to reach out to the Superior yesterday in the morning and he told me that he was going to a meeting and he said he was not going to listen to what I was going to tell him. I then decided to send him an email but did not respond. I have been trying to call him and he is not answering my calls.

I am really disappointed about the way in which the assessment was done. How do you use parts ("CS4518 Brake Assembly") from other customer's machine to asses my machine? How do I trust Makro Polokwane that they have given me back my original ChainSaw if they can give me back another customer damaged parts ("CS4518 Brake Assembly") and claim that it was my parts?