1 reviews | Active since Oct 2018
Makro Extended Warranty Policy - Watch out!
During October 2017 I bought a new double door Samsung fridge/freezer from Makro Centurion. As part of the purchase I took out an extended warranty policy.
Then during the second half of 2021 the unit's compressor pack up. I logged a work ticket with Makro and the compressor was eventually replaced. After this repair the fridge/freezer still made a massive noise and I logged another call...many weeks later the fan was replaced. This did not solve the problem of the noise.
I called Makro again during January 2022 and the technician recommended (February 2022) that the unit be replaced. For weeks on end, I heard absolutely nothing from Makro. I called again and they then informed me that Omnisure (seems to be the insurance company that underwrites the policies) will not entertain the claim. I was given an email address of a person at Omnisure. I sent a mail to this person 22 March 2022...not a word. Meanwhile I am still living with a very noisy fridge/freezer.
This saga has now been going on for at least 8 months. My frustration revolves around the following: 1. No (I mean none) pro-active feedback as to status of open work tickets from Makro; 2. Makro decides unilaterally to close work tickets before the work is completed. No feedback to the client; 3. No (I mean none) communication from Makro...i.e. no customer care etc.! 4. I have escalated this matter at least three times to "management"...I am still awaiting any form of response!
This must be the most pathetic "service provider" that I have ever dealt with. I have done ALL the follow ups and ALL the phoning...NOTHING from Makro's side.
In the meantime I am still sitting with a noisy fridge/freezer. My course of action...I will keep on logging work tickets until I am satisfied.
....unless Makro wishes to do the right thing for a change...like calling me....but maybe that is asking to much!
Utterly pathetic show Makro!!
You were quick to respond "electronically" to my initial Hellopeter review of 27 April 2022.
But...not a whisper since. That is exactly what I am complaining about...no communication, no feedback!
Let me share some customer care secrets with you...
Customer care secret 1 - In a situation such as this, you pick up the phone (immediately!) and pacify the customer
Customer care secret 2 - You follow up the initial call (pro-actively!) with an action oriented call...you assign it to one person (with a name and contact number) whom monitor and manage the promised action end to end. This is the client's contact person throughout to process.
Sadly Makro has not adopted Customer Care 101 principles yet...so let us see.
Just to also let you know Makro...I am not disappearing!
You were quick to respond "electronically" to my initial Hellopeter review of 27 April 2022.
But...not a whisper since. That is exactly what I am complaining about...no communication, no feedback!
Let me share some customer care secrets with you...
Customer care secret 1 - In a situation such as this, you pick up the phone (immediately!) and pacify the customer
Customer care secret 2 - You follow up the initial call (pro-actively!) with an action oriented call...you assign it to one person (with a name and contact number) whom monitor and manage the promised action end to end. This is the client's contact person throughout to process.
Sadly Makro has not adopted Customer Care 101 principles yet...so let us see.
Just to also let you know Makro...I am not disappearing!