Makro – Ignored Escalation & Warranty Dispute

I purchased a PlayStation 5 was from Makro in December 2024. The console began overheating and the fan became excessively loud within about 10 minutes of normal gameplay. Because of this, it was returned to Makro Ottery on 12 December 2025, before the guarantee expiry on 19 December 2025.

After more than a month, I was informed that Makro’s repair partner had found “NO FAULT FOUND”, without providing any explanation or diagnostic report showing what was actually tested. I was further told that if I wanted a diagnostic report, I would need to pay R350, despite this being a guarantee repair.

I then formally escalated the matter to Makro head office. My escalation was acknowledged on 15 January 2026 under reference 29CKE, with the response stating, “we’re on it”.

In that escalation, I clearly explained my concerns and indicated that if the matter was not addressed, I would have no option but to escalate to the consumer commission. To date, Makro has provided no written response at all.

Instead of engaging with my escalation or explaining their position, I have since received an SMS instructing me to collect the PlayStation or it will be sold. This was sent while the matter remains formally disputed and unresolved, and without any response to my written concerns.

From a customer perspective, this is extremely disappointing. I followed the correct process, engaged calmly and in writing, and gave Makro the opportunity to address the issue properly. The complete lack of response, followed by a message threatening disposal of the item, gives the impression that my escalation was simply ignored.

At this point, I am not comfortable accepting the console back without any explanation, particularly as the guarantee period has now lapsed and I may be left without recourse if the fault recurs.

Makro, simply put is not even interested in engaging amicably in this matter. Nor do they want to provide proof of what was looked at. How is it no fault found? What person takes a unit back for repairs when there's nothing wrong with it, knowing the child will be without a play station throughout the holidays? There was smoke coming from the device and they say no fault found - then simply provide me with a job card or report indicating what was tested.

Pity that I cannot give minus stars, because a 1 star grading is hopelessly ambitious for this business.