Extended warranty ******* SERVICE with Panaservice (sub contractor to Makro)

<p>On 20/04/2017 my LG front load washer (model no F10B8QDPS) malfunctioned. I purchased an extended warranty (Policy no 16/107909) on 29/06/2014 with Makrosure (at Makro Wonderboom branch), so I called the call the centre and was referred to Panaservice as the repairer. The following sequence of frustrating events then occurred:</p> <p>24/04/2017 - get called by the office to schedule an appointment. When mentioning that I’m only available before 08:30 or after 13:30 (as myself and wife work), I was told that I cannot schedule a time for callouts. After continuously trying to explain that it’s not possible, they finally budged and agreed that they would come after 13:30.</p> <p>25/04/2017 - an assessment of the washing machine was carried out by Panaservice technicians. I was told that it’s a faulty motherboard and that’s all that needed replacing. They left my premises in Pretoria.</p> <p>27/04/2017 - I get called and told that a sample or the malfunctioning part is required. Why this was not taken in the first place is beyond me.</p> <p>28/04/2017 - Technicians came to collect the malfunctioning motherboard and left.</p> <p>11/05/2017 - I received no phone calls to update me on the progress of finding a replacement part. I had to call to schedule an appointment, appointment scheduled for FIRST CALL out on Monday 15/05/2017, which is apparently some time before 08:30 at the latest.</p> <p>15/05/2017 - I waited until 09:30, no phone call or anything saying that Technicians would not be able to make the call out. I had to phone (once again) only to be told: “Sorry, technicians couldn’t make it”. Re-scheduled to 16/05/2017 FIRST CALL (before 08:30 according to office).</p> <p>16/05/2017 - Technicians arrive 09:20, 50 minutes later than their “latest” expected time of arrival, as such I was late for work. Better yet, they arrive with an INCOMPLETE part!!! No display, the display they initially took with was left behind. TOTAL UTTER WASTE OF MY TIME.</p> <p>17/05/2017 - Technicians came, part was fitted and motherboard blew once again. Blame was shifted to the wall plug, despite successfully showing that a kettle and laptop work on that very wall plug, to which the response was: “A washing machine does not work the same way on the plug”.</p> <p>18/05/2017 - Get called and told by Yoshaan that repair is now a priority part will be available on the 19th May 2017 or Monday the 22nd May 2017.</p> <p>22/05/2017 - Had to call at 14:00 on Monday to find out what was happening, only to be told by the office that the part has arrived. No effort was made to contact me telling me this. Had I not phoned then days may have passed without being made aware that the part was available. Appointment scheduled for 23/05/2017 at 13:30.</p> <p>23/05/2017 - get called by Technician at 10:30 and told that they’re on the way. I explained (once again) that I’m not at home between 08:30 and 13:30 and explain that the appointment was made for 13:30, but they refused to attend me on this day. I had to call the office and speak to Yoshaan again to demand that Technicians attend to my call AS INITIALLY AGREED. I’m met with resistance and told that they won’t be able to attend to me today because it’s logistically going to cost more, I don’t accept this and demand that they attend to me. This is finally agreed. Appointment back on for 13:30. Technicians arrive at 14:30, washing machine switches on but error ‘LE’ appears on display (overload of motor). Technicians walk out with the entire washing machine.</p> <p> </p> <p>Date of assessment was 24/04/2017. It is now 23/05/2017. That’s 4 weeks of being inconvenienced due to Technicians deciding not to meet call out time agreed, fights over the phone with office to prioritize my case, and STILL NO WASHING MACHINE. The machine could have been taken in the first place, now I’ve had my time wasted. Your extended warranty page claims that a “Nationwide repair service with highly competent technicians” will be used. Yeah right. PATHETIC SERVICE, the likes of which I have never seen in my existence.</p> <p> </p> <p>As Makro, I would like to know what you will do to satisfy an EXTREMELY ANNOYED AND EXTREMELY DISSATISFIED CUSTOMER. All I want is a functioning washing machine NOW, RIGHT NOW.</p> <p> </p> <p>Get back to me immediately, before I take this up a notch.</p>