AVDB
Anton Van Den Berg
1 reviews | Active since May 2020
20 Dec 2022, 16:39
Makro not refunding a faulty printer, returned in 2 days
I bought a inkjet printer from Makro online. It was delivered and I connected it to my PC and installed the software. The software could not see the printer although connected with a physical cable. I tried to set it up on a different PC and the same thing. I looked for information or drivers online, but nothing worked. I went to Makro online and requested a refund. Makro sent a courier to pick up the printer. I packed it back in the same packaging it came with.
After a week, I sent a mail to Makro asking what is the status. I received the following reply:
Norman Dilley (Makro) Dec 19, 2022, 12:08 GMT+2 Good Day, Trust this email finds you well. Your return request for a refund was declined. The item must be in a resalable condition so you need to have the original packaging including all attachments, accessories and documentation. The item must be unused, please refer to Makro's return policy on line. (https://www.makro.co.za/customer-service/peace-of-mind-policy) Kind Regards, Marketplace Operations Support Team
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Replies (1)AVDB
Anton Van Den Berg's updateReviewer Update
26 Dec 2022, 10:49 Makro Phoned me to understand the complaint and I explained. The guy said he understood and would get back to me shortly, this is bizarre how Makro contradict Canon's manual for the item, stating my complaint about the cable connection does not work, is because the printer does not use a cable connection. See in my report below where I included the URL for the manual, in which Canon states the printer does come with a cable.
Again, no proper checking on Item returned - MAK***
Why do I sit with the problem, and I have to investigate on behalf of Makro online, when Makro simply lie and state false fact to get rid of the problem?
What is even worse, they kept the printer and no mention of even returning the faulty brand new printer to me?
Makro returns Policy: Returns within 6 months of delivery Should your product be faulty within the first 6 months of delivery, we will replace, repair or refund the item at no cost to you. I bought the printer online and it did not connect after the software was installed. I indicated that no printer cable came with the printer. Makr rep**** – “ Please note that we have escalated the overall matter to the respective supplier personnel pertaining the return of the printer.
They have further confirmed with us that they cannot accept the reason for this return as this particular model of the printer (MG2545S) does not come with printer cable this is also mentioned on the canon website.
Please also read the user manual regarding the system software.
From the installation software – Step3, it also indicates that the USB cable need to be connected to the printer… Help from install: Even the help files indicate that printer cable must be secure, if not, plug out printer cable and connect such cable again.
Printer Manual for Canon PIXMA MG2545S: (https://www.canon-europe.com/support/consumer_products/products/fax__multifunctionals/inkjet/pixma_mg_series/pixma_mg2545s.html?type=manuals&language=en ) I included the link to Canon website above. On website, under specifications: The interface to the PC is only cable, no WiFi: Thanks Anton van den Berg *** From: Zwelakhe Mnguni (Makro Care) <***>
Sent: Monday, 26 December 2022 09:52
To: anton <***>
Subject: [Request received] Hellopeter: MAK*** Makro not refunding a faulty printer, returned in 2 days ##- Please type your reply above this line -## Your request (***) has been responded to by our support staff. To add additional comments, reply to this email. | | | Zwelakhe Mnguni (Makro) Dec 26, 2022, 09:51 GMT+2 Good day Anton,
We hope all is well, we apologise for the delay in response.
Please note that we have escalated the overall matter to the respective supplier personnel pertaining the return of the printer.
They have further confirmed with us that they cannot accept the reason for this return as this particular model of the printer (MG2545S) does not come with printer cable this is also mentioned on the canon website.
Please also read the user manual regarding the system software.
Once again, we apologize for the inconvenience caused throughout your journey with us.
I hope you find the above in order. Warm regards,
Makro Support Team
Zwelakhe Mnguni
Consultant- Makro National Contact Centre.
Makro SA
A division of MASSMART Holdings Limited
Tel: ***
WhatsApp: ***
Email: mailto:***:http://www.makro.co.za | | | Zwelakhe Mnguni (Makro) Dec 23, 2022, 15:06 GMT+2 Good day Anton,
Thank you for your review on our Hellopeter platform and we do apologize for the inconvenience caused.
We take all our customer requests seriously and assure you that this matter will be our priority.
Kindly note that we will contact the relevant management for assistance and will be sure to revert with feedback. We understand how critical we are in the role of supporting you and will definitely be implementing solutions to ensure that this issue does not occur in the future.
Please be advised that feedback will be provided.
Once again, we apologize for the inconvenience caused throughout your journey with us.
I hope you find the above in order. Warm regards,
Makro Support Team
Zwelakhe Mnguni
Consultant- Makro National Contact Centre.
Makro SA
A division of MASSMART Holdings Limited
Tel: ***
WhatsApp: ***
Email: mailto:***:http://www.makro.co.za
Again, no proper checking on Item returned - MAK***
Why do I sit with the problem, and I have to investigate on behalf of Makro online, when Makro simply lie and state false fact to get rid of the problem?
What is even worse, they kept the printer and no mention of even returning the faulty brand new printer to me?
Makro returns Policy: Returns within 6 months of delivery Should your product be faulty within the first 6 months of delivery, we will replace, repair or refund the item at no cost to you. I bought the printer online and it did not connect after the software was installed. I indicated that no printer cable came with the printer. Makr rep**** – “ Please note that we have escalated the overall matter to the respective supplier personnel pertaining the return of the printer.
They have further confirmed with us that they cannot accept the reason for this return as this particular model of the printer (MG2545S) does not come with printer cable this is also mentioned on the canon website.
Please also read the user manual regarding the system software.
From the installation software – Step3, it also indicates that the USB cable need to be connected to the printer… Help from install: Even the help files indicate that printer cable must be secure, if not, plug out printer cable and connect such cable again.
Printer Manual for Canon PIXMA MG2545S: (https://www.canon-europe.com/support/consumer_products/products/fax__multifunctionals/inkjet/pixma_mg_series/pixma_mg2545s.html?type=manuals&language=en ) I included the link to Canon website above. On website, under specifications: The interface to the PC is only cable, no WiFi: Thanks Anton van den Berg *** From: Zwelakhe Mnguni (Makro Care) <***>
Sent: Monday, 26 December 2022 09:52
To: anton <***>
Subject: [Request received] Hellopeter: MAK*** Makro not refunding a faulty printer, returned in 2 days ##- Please type your reply above this line -## Your request (***) has been responded to by our support staff. To add additional comments, reply to this email. | | | Zwelakhe Mnguni (Makro) Dec 26, 2022, 09:51 GMT+2 Good day Anton,
We hope all is well, we apologise for the delay in response.
Please note that we have escalated the overall matter to the respective supplier personnel pertaining the return of the printer.
They have further confirmed with us that they cannot accept the reason for this return as this particular model of the printer (MG2545S) does not come with printer cable this is also mentioned on the canon website.
Please also read the user manual regarding the system software.
Once again, we apologize for the inconvenience caused throughout your journey with us.
I hope you find the above in order. Warm regards,
Makro Support Team
Zwelakhe Mnguni
Consultant- Makro National Contact Centre.
Makro SA
A division of MASSMART Holdings Limited
Tel: ***
WhatsApp: ***
Email: mailto:***:http://www.makro.co.za | | | Zwelakhe Mnguni (Makro) Dec 23, 2022, 15:06 GMT+2 Good day Anton,
Thank you for your review on our Hellopeter platform and we do apologize for the inconvenience caused.
We take all our customer requests seriously and assure you that this matter will be our priority.
Kindly note that we will contact the relevant management for assistance and will be sure to revert with feedback. We understand how critical we are in the role of supporting you and will definitely be implementing solutions to ensure that this issue does not occur in the future.
Please be advised that feedback will be provided.
Once again, we apologize for the inconvenience caused throughout your journey with us.
I hope you find the above in order. Warm regards,
Makro Support Team
Zwelakhe Mnguni
Consultant- Makro National Contact Centre.
Makro SA
A division of MASSMART Holdings Limited
Tel: ***
WhatsApp: ***
Email: mailto:***:http://www.makro.co.za
AVDB
Anton Van Den Berg's update26 Dec 2022, 10:49
Reviewer Update
Makro Phoned me to understand the complaint and I explained. The guy said he understood and would get back to me shortly, this is bizarre how Makro contradict Canon's manual for the item, stating my complaint about the cable connection does not work, is because the printer does not use a cable connection. See in my report below where I included the URL for the manual, in which Canon states the printer does come with a cable.
Again, no proper checking on Item returned - MAK***
Why do I sit with the problem, and I have to investigate on behalf of Makro online, when Makro simply lie and state false fact to get rid of the problem?
What is even worse, they kept the printer and no mention of even returning the faulty brand new printer to me?
Makro returns Policy: Returns within 6 months of delivery Should your product be faulty within the first 6 months of delivery, we will replace, repair or refund the item at no cost to you. I bought the printer online and it did not connect after the software was installed. I indicated that no printer cable came with the printer. Makr rep**** – “ Please note that we have escalated the overall matter to the respective supplier personnel pertaining the return of the printer.
They have further confirmed with us that they cannot accept the reason for this return as this particular model of the printer (MG2545S) does not come with printer cable this is also mentioned on the canon website.
Please also read the user manual regarding the system software.
From the installation software – Step3, it also indicates that the USB cable need to be connected to the printer… Help from install: Even the help files indicate that printer cable must be secure, if not, plug out printer cable and connect such cable again.
Printer Manual for Canon PIXMA MG2545S: (https://www.canon-europe.com/support/consumer_products/products/fax__multifunctionals/inkjet/pixma_mg_series/pixma_mg2545s.html?type=manuals&language=en ) I included the link to Canon website above. On website, under specifications: The interface to the PC is only cable, no WiFi: Thanks Anton van den Berg *** From: Zwelakhe Mnguni (Makro Care) <***>
Sent: Monday, 26 December 2022 09:52
To: anton <***>
Subject: [Request received] Hellopeter: MAK*** Makro not refunding a faulty printer, returned in 2 days ##- Please type your reply above this line -## Your request (***) has been responded to by our support staff. To add additional comments, reply to this email. | | | Zwelakhe Mnguni (Makro) Dec 26, 2022, 09:51 GMT+2 Good day Anton,
We hope all is well, we apologise for the delay in response.
Please note that we have escalated the overall matter to the respective supplier personnel pertaining the return of the printer.
They have further confirmed with us that they cannot accept the reason for this return as this particular model of the printer (MG2545S) does not come with printer cable this is also mentioned on the canon website.
Please also read the user manual regarding the system software.
Once again, we apologize for the inconvenience caused throughout your journey with us.
I hope you find the above in order. Warm regards,
Makro Support Team
Zwelakhe Mnguni
Consultant- Makro National Contact Centre.
Makro SA
A division of MASSMART Holdings Limited
Tel: ***
WhatsApp: ***
Email: mailto:***:http://www.makro.co.za | | | Zwelakhe Mnguni (Makro) Dec 23, 2022, 15:06 GMT+2 Good day Anton,
Thank you for your review on our Hellopeter platform and we do apologize for the inconvenience caused.
We take all our customer requests seriously and assure you that this matter will be our priority.
Kindly note that we will contact the relevant management for assistance and will be sure to revert with feedback. We understand how critical we are in the role of supporting you and will definitely be implementing solutions to ensure that this issue does not occur in the future.
Please be advised that feedback will be provided.
Once again, we apologize for the inconvenience caused throughout your journey with us.
I hope you find the above in order. Warm regards,
Makro Support Team
Zwelakhe Mnguni
Consultant- Makro National Contact Centre.
Makro SA
A division of MASSMART Holdings Limited
Tel: ***
WhatsApp: ***
Email: mailto:***:http://www.makro.co.za
Again, no proper checking on Item returned - MAK***
Why do I sit with the problem, and I have to investigate on behalf of Makro online, when Makro simply lie and state false fact to get rid of the problem?
What is even worse, they kept the printer and no mention of even returning the faulty brand new printer to me?
Makro returns Policy: Returns within 6 months of delivery Should your product be faulty within the first 6 months of delivery, we will replace, repair or refund the item at no cost to you. I bought the printer online and it did not connect after the software was installed. I indicated that no printer cable came with the printer. Makr rep**** – “ Please note that we have escalated the overall matter to the respective supplier personnel pertaining the return of the printer.
They have further confirmed with us that they cannot accept the reason for this return as this particular model of the printer (MG2545S) does not come with printer cable this is also mentioned on the canon website.
Please also read the user manual regarding the system software.
From the installation software – Step3, it also indicates that the USB cable need to be connected to the printer… Help from install: Even the help files indicate that printer cable must be secure, if not, plug out printer cable and connect such cable again.
Printer Manual for Canon PIXMA MG2545S: (https://www.canon-europe.com/support/consumer_products/products/fax__multifunctionals/inkjet/pixma_mg_series/pixma_mg2545s.html?type=manuals&language=en ) I included the link to Canon website above. On website, under specifications: The interface to the PC is only cable, no WiFi: Thanks Anton van den Berg *** From: Zwelakhe Mnguni (Makro Care) <***>
Sent: Monday, 26 December 2022 09:52
To: anton <***>
Subject: [Request received] Hellopeter: MAK*** Makro not refunding a faulty printer, returned in 2 days ##- Please type your reply above this line -## Your request (***) has been responded to by our support staff. To add additional comments, reply to this email. | | | Zwelakhe Mnguni (Makro) Dec 26, 2022, 09:51 GMT+2 Good day Anton,
We hope all is well, we apologise for the delay in response.
Please note that we have escalated the overall matter to the respective supplier personnel pertaining the return of the printer.
They have further confirmed with us that they cannot accept the reason for this return as this particular model of the printer (MG2545S) does not come with printer cable this is also mentioned on the canon website.
Please also read the user manual regarding the system software.
Once again, we apologize for the inconvenience caused throughout your journey with us.
I hope you find the above in order. Warm regards,
Makro Support Team
Zwelakhe Mnguni
Consultant- Makro National Contact Centre.
Makro SA
A division of MASSMART Holdings Limited
Tel: ***
WhatsApp: ***
Email: mailto:***:http://www.makro.co.za | | | Zwelakhe Mnguni (Makro) Dec 23, 2022, 15:06 GMT+2 Good day Anton,
Thank you for your review on our Hellopeter platform and we do apologize for the inconvenience caused.
We take all our customer requests seriously and assure you that this matter will be our priority.
Kindly note that we will contact the relevant management for assistance and will be sure to revert with feedback. We understand how critical we are in the role of supporting you and will definitely be implementing solutions to ensure that this issue does not occur in the future.
Please be advised that feedback will be provided.
Once again, we apologize for the inconvenience caused throughout your journey with us.
I hope you find the above in order. Warm regards,
Makro Support Team
Zwelakhe Mnguni
Consultant- Makro National Contact Centre.
Makro SA
A division of MASSMART Holdings Limited
Tel: ***
WhatsApp: ***
Email: mailto:***:http://www.makro.co.za