Makro extended warranty pathetic service

Extremely disappointed in the service from makro

On August 18th I reported my tv as faulty although it was a little over 2 years I was told i luckily bought the extended warranty and they could assist me ..the issue with the tv is when I turn on 4k hdr the tv goes off and on. The service was great they arranged a technician to come out and assist me.

When the technician arrived I invited him inside to show him my issue ,as I've explained I have already troubleshooted everything I've bought new hdmi cables , tried factory resetting both the tv and console however he told me not to worry he does not need to see as they have sufficient testing methods at the repair center, he then took the tv from me.

When the TV returned they dropped it off in a hurry and did not wish to find out it I was satisfied as yet, I set it up and immediately noticed all of a sudden my remote no longer works properly as it did before , now the back button and cursor was not working at all. Also the initial reason for my call was not resolved I still found the same issue with the 4k hdr not working on the TV.

I Called back and was promised they would collect it again this time I've specifically requested that the technician allows me to show him the issue , a week went by and nobody calls or shows up, I decided to call in to find out the progress on the repair center, makro complaints apologized and assured me that they have escalated the issue and someone will be in touch to arrange a collection again , another week went by and again I had no contact from makro after calling 4 times already over the period of a month awaiting help being promised call backs with an update by end of business and over more than 3 times not being helped....I decided to this time request if I can take my TV to the store I purchased it from and the lady on the other end said yes that would be a better option if I wanted help quicker.

Great although I've been working from home avoiding going to crowded places as I live with my elderly parents and do not wish to put anyone at risk during these times I decided tibtakr the tv to the shop . ..this is where I was told they can only arrange the tv to be collected there by the same guys and they can't tell me how long it will take or speed-up the process because although I've been waiting and receiving terrible custom service for a month they can't be bothered as they need to follow company policy ..... at this point although I was extremely annoyed after waiting an hour and a half for someone to come and tell me this news I left it at that and allowed them to now handle my repair for me.,

I then get contacted by makro requesting me to come through with my console in order to show them the issue immediately which I found a bit unrealistic, alternatively the lady requested that I came through on 24.09.2020 which was a public holiday and my fathers 60th birthday , due to this I was unavailable.

There after I contacted by makro requesting me to take my playstation to their repair center in strandfontein. Due to my work I could not agree on a set time to do so however I also found it extremely unprofessional that they would even request this from me.

Now today I received a whatsapp from makro repair agent which read as follows

"Good Day Mr Paulsen, kindly advise if you have taken your gaming device to Makro as yet, we will be making a turn @ the store tomorrow to collect some other items and would like to collect your gaming device as well. Regards, Panaserve, Repair Agent for Makro."

Firstly I have not agreed to leave my gaming console with anyone which was not purchased from makro and is not the issue in this case.

Secondly after refusing to allow me to show them at my own home what I have been experiencing, claiming that they have all the necessary equipment to fix the tv at their center , how did it turn into this ?

when my tv was returned i was told that it had been repaired, when I asked what was the issue I was told they replaced the motherboard , i dont know if I could trust this statement as I still experienced the same issue and more so when the TV came back the remote was no longer working properly , surely before returning a repaired tv to a client you would test it and if so they should have definitely picked up that the remote does not work properly before returning it to me.

It has been 3 months now without my tv , at this point I feel I need to warn people not to worry with an extended warranty from makro their service is extremely poor and unprofessional , ive tried calling complaints again and for the second time the phone was put down on me , I was not rude or anything I feel that your customer service skills needs brushing up as your advisors don't wish to deal with complaints and do not know how to , .

I'm simply fed up