Disappointed Customer

I purchased the Samsung Combi Fridge/Freezer with Water Dispenser Metallic graphite (Order # MAK971347) on the 25th September 2018, online. The delivery was made on the 1st October 2018. As I was installing/setting up the fridge I noticed that the water dispenser was damaged, it is cracked and has a hole. On 3rd October 2018 I sent an email to report this matter (@ 08:05am), no response was received so I called and spoke to Anthony Vermeulen who requested that I email pictures of the damaged dispenser, I did just that @11:40 am, (he did not acknowledge whether pics were received, nor provide any feedback.) I sent a follow up email to Anthony on 5th October 2018, still no response. I called @ 14:26pm to follow up, the first lady I spoke didn’t even try to assist when I explained the situation to her, instead my call was transferred back to the line. After holding for another 10 minutes I spoke to Thabiso who said he would follow up and get back to me. On Saturday I was contacted by Nonhlanhla from Samsung who informed me that the entire fridge would be replaced because of the 7-day- warranty. She mentioned that a Makro Store would call to arrange pick up, I still have not received any call.

I really was not expecting such service, and must mention that I am disappointed. I need this matter to be urgently resolved please.

After sending yet another email yesterday (08 October 2018), I received an email that the matter has been escalated to the online support team and that they would contact me soon. I have not received any call from a Makro representative.