Customer Service at it's Worst - corporate bullies at their best...risking lives, whilst happy to take more of your hard earned money!!!

My recent experience with Makro has made me question whether it is worth my while buying any in house brand of theirs.

I bought a Campmaster Trailer (2017) from Makro. After very little use (the "vent spews (rubber hair) on tyres still visible), the welds on the trailer began to fail. I only noticed the failed welds when I wanted to change the bulb of one of the tail lamps that had just burnt out. To top the weld failures, I discovered that the tail lamp cover was glued on by the manufacturer instead of being *****ed on.

Very frustrated, I contacted Makro explaining the problem to them. I was informed that Campmaster trailers were built by challenger and challenger had liquidated themselves and now Makro was dealing with another service provider who's details I was given. During this conversation, I kept thinking how is this my problem and not Makro's. Nevertheless, I phoned the new service provider who said they could not help me, as they needed Makro to contact them.

Again very frustrated, I contacted Campmaster once again. Now I should tell you that the Campmaster call center is outsourced and to get anything through the system is extremely frustrating. They had no records of my previous communication. The new guy "Mokgophe" vowed to help me. I stressed to him that I was going away on vacation and needed the trailer fixed ahead of that, which he agreed to and asked that I drop off the trailer at Makro.

I dropped off the trailer immediately. The trailer was inspected by Makro's service provider and the recommendation was that I continue to use the trailer and repairs will be done in the new year. I phoned Mokgophe, explained that this was not acceptable and I wanted to escalate the matter.

I was then contacted by the manager who asked me why I did not accept their proposal. I explained that there were 2 main reasons: 1. The lights did not work and I was unable to change the bulbs. 2. Only 2 welds held the trailer box on the A frame and the trailer was inspected in a static state. The rocking motion of the box whilst the trailer is in use could see the box coming off and who could tell what the result would be.

She said that the buyer would contact me immediately. In the mean time, the date I was going on vacation was approaching fast. Six days later the buyer (Craig Anderson) phoned me saying that Makro would not be able to meet my deadline and needed more time. This would have not been required had he phoned me when he was supposed to. I postponed my trip, cutting out the visit to my family, in order to facilitate Makro's request.

The trailer, as promised, was ready for collection on the revised date (my revised travel date). When I went to pick up the trailer, the lights did not work. The welding that was done was shocking with weld splatter all over the place and pitting holes where moisture could build up causing corrosion. The original lamp covers were replaced with smaller lamps and pop rivets used to conceal the holes left by the original lamps. My disappointment and frustration continued. I had to make alternative plans to carry the luggage required for our vacation.

We sent an email to the Makro CEO, Doug Jones, in an attempt to escalate the matter. Craig immediately phoned me to apologize indicating that the incorrect voltage bulbs were installed and they would sort this out. Frankly it was too little too late. I explained to him my other concerns. He offered an upgraded trailer at a reduced price from R40000 to R32000. Frankly, why would I need this upgraded trailer, if the original was fabricated to required quality standards and how was this a proper resolution. All that would happen was that I would pay for 2 trailers and Makro would win once again.

I rejected this, indicating that at best case they could take the original trailer and I was prepared to split the difference between the costs involved with my original trailer and the R32000. This was not accepted by Makro who said that time was against this matter and they will look into the concerns raised with trailer in the new year and a 3 month warranty would be provided.

The final insult came when I then got a call saying that I must come and pick up the trailer, the lights on the trailer work fine and that I must get by vehicle checked.

Time not being on my side due to Makro treating this whole process as TRIVIAL with no sense of customer engagement / satisfaction, I am forced to pick up the trailer and hope next year works out. Doug Jones, the CEO, was copied, however chose to remain silent. My only hope is that he is driving the matter in the background. I have to wonder if these people would subject their families to the possibilities that come with using a substandard trailer. SHODDY SERVICE. Who cares if CHALLENGER liquidated. I bought a campmaster product, a Makro in-house brand. This is just not my problem!!!