Makro returned vacuum cleaner with hose missing

I handed in a Bissel Powertrak upright vacuum cleaner to Makro Crown Mines for a service/repair. The unit was out of warranty and I accepted that I would need to pay for the service. This happened 09/06/2020. The machine was working though a filter needed to be replaced and their was a smell of burning oil when the machine was switched on.

On the 15/06/2020, I was informed that the unit was at the repair center. Thereafter I received no information until I called Makro to enquire about the machine. The next day on the 13/07/2020 was sent a quotation of R539.40 for the service and filter. I agreed to the amount and had it paid the next day.

On 24/07/2020 I was sent an SMS stating that the machine was ready for collection at Makro Crown Mines. I sent my Brother in Law on Sunday 26/07/2020 to collect the machine. He brought the machine home exactly as it was handed to him at the store, wrapped in plastic with the Service Job Card J***. My mum opened the machine only to discover that the main flexible hose connecting the base/foot of the machine to the top/filter and motor assembly was missing. The machine cannot function with this pipe.

We called Makro on Monday 27-07-2020 and was told to contact Tevo. We called them and lodged an enquiry. We were told that the matter would be investigated and we would be called back urgently. The following day my dad passed away, resulting in me not dealing with this matter until 31/07/2020.

On 31/07/2020 I emailed and tried calling Tevo. I called Makro Crown Mines and spoke with Hazel Adams. I was told the pipe was being sent to Makro Crown Mines.

Till today, I am still waiting for the pipe. I have been included in a string of emails between Makro Crown Mines and the Tevo Repair center. At the end of it all, no one has found the pipe and it seems as if everyone is trying to shift responsibility for this issue. I have been in contact with the National Service Manager at Tevo who assured the matter will be resolved by latest 18/08/2020. Today is the 26/08/2020 and the matter has not been resolved. Tevo has now said that a POD on the 30/07/2020 says the pipe was delivered to Makro Crown Mines, however the POD is simply the original job card for the machine. It does not say pipe only.

Currently, this matter has been going on for almost 3 months. The level of service is ********** and the fact is that I now have a vacuum cleaner that is pretty much an ornament collect dust in the wrong way. Pun intended. I handed in a working machine and received one back that does not work. I have wasted R539.40.

No solution has been proposed to me, nor has this matter been treated with urgency. None of the promises that were made to me have been lived up to.

I need this matter resolved urgently with a proposed solution instead of excuses. The machine belongs to my mum who is now a widow and cannot vacuum the carpets of her home. I have to take my machine from my house and go vacuum her carpets due to someone elses incompetence.