No online aftersales service

Makro ignoring warranty claim for faulty RainPoint rain sensor, despite valid warranty and repeated follow-ups

I purchased a RainPoint rain sensor from Makro on 14 October 2025. The device has now failed, it no longer connects to the hub, despite replacing the batteries and trying to remove and re-add it in the app. The unit appears to have developed moisture ingress in the battery compartment, even though it was properly and tightly closed.

This is not a “change of mind” return. It is a warranty claim for a faulty product.

RainPoint, the manufacturer, confirmed that my RainPoint products are covered by a valid warranty, but advised me that because the item was purchased through Makro, I must contact Makro directly for after-sales support or replacement. I therefore emailed Makro on 28 April 2026, attaching the Makro invoice and supporting documents, and asked them to manually log a warranty assessment and arrange collection. Makro acknowledged receipt the same day and gave me reference number 2S1J4.

Since then, Makro has simply not dealt with the matter. I followed up again on 6 May 2026, asking for an update, and pointed out that Takealot had already replaced a similar faulty RainPoint item that I had reported to them at the same time.

I then followed up again on 12 May 2026, making clear that this was now my third email and asking how the matter could be escalated. Still no proper response.

This is extremely poor after-sales service. A customer should not have to chase Makro repeatedly for two weeks just to get a valid warranty claim logged and assessed.

I ask Makro to urgently:

Confirm receipt of my warranty claim under reference 2S1J4. Arrange collection or inspection of the faulty RainPoint rain sensor. Replace the item, or otherwise provide a proper written decision on the warranty claim. Explain why three emails over two weeks have not produced any substantive response.

Makro’s silence is especially disappointing because the manufacturer has already directed me back to Makro for warranty support, and another retailer was able to resolve a similar matter promptly.