Disgusting aftersales service

I purchased a 65" LG tv from Makro Ottery in November 2018 with an extended warranty which kicked in November 2020. I contacted Makro’s head office on the 7th of Jan regarding an issue with the television. I then finally received a mail from Makro's head office on the 4th of Feb, thinking they are making contact with me, regarding my repair, only to realise its paperwork of another customers details and not mine. I responded to the mail, stating this was in violation of the POPI act to send another customer's private information to me, and asked if this information was sent to me, I wonder which random customer, received my personal information. They responded by apologizing for the error, which I accepted. Queried once again, about my claim, only to be told once again, Makro Ottery, didn't send anything. The lady Kim at Ottery, once again submitted the paper work. After going through all this frustration, I was at ease when I received a call on Thursday the 11th of February to say the repair agents would like to collect my television. They asked that the television be boxed up and that their guys may collect the unit. I explained that it has been over 2 years, and I'm no longer in the possession of the box. The lady said its fine, it’s not a problem as they shall assist with the transportation of the television.

The guys came out on the Friday the 12th of February. I did my duty by putting on the television, to show the guys my screen was not damaged and nor do I have any scratches on the unit, as it has been from day 1, on the same place in the house. They then proceeded to remove the tv from my residence. This is where, I was shocked and appalled to see the way, my television was being handled. The way my tv was being put into the van. My tv was put on the ground in the road, then everything else was removed to make place for the television. My tv was then held in place between a thin mattress and a washing machine.

I am shocked and utterly disgusted to know that Makro’s Service agents, operates in this manner, This is no way to handle fragile units. Something which is mine, which I paid a lot of money for. I will not accept it back if it does not get returned in that exact condition, if you look on my Makro card number, over the years i have purchased every one of my electronic devices and appliance at Makro, all with extended warranties, which luckily, I have never had to use till now.

I am sorry to say, customer service is the most important aspect of a business, and to see my tv leave my house in that condition, is a joke and clearly no respect for the customers belongings, I wonder how customers would react if they knew, this was what the after service looked like. Not what I expected.