Makro Claims Process

I find it sad that Makro has to put their call centre staff under unnecessary pressure when they Job does not encompass claims. I have had a fridge complaint for ages. I had to fight for an agent to give the details of their 3rd party service provider because they were not calling me. I had to fight with the 3rd party service provider to send technicians to check out the fridge. I had to fight again to get the technicians to fix the fridge. Two days later the fridge died now again I have to fight again. Makro does not have a dedicated line for claims and we have agents that are not trained to deal with claims they do not have an Escalations process you just get stuck in the same cycle and they don't understand the customer frustration. Change your policies and escalation paths Makro its really expensive to not have a fridge considering the food hike. Going to my 4th week with this frustrating process all because the way your customer care structure is not customer centric but business centric change this mindset