No response to complaints
<p>Below is the email I sent to Lerato Sekele and Shane Le Roux on 10 August 2016 to lodge a formal complaint and seeking it's resolution. This was after I had purchased a Bosch front loading washing online and it was delivered to my resident on 02 August 2016. The content of the email was as follows:</p> <p>"Hi Lerato, as per my email to Shane, I would like to lodge a formal complaint regarding the matter of my washing machine (order no. MAK199921). As disclosed by yourself during our telephone conversation on Monday 08 August 2016, the necessity/instruction to remove the shipping bolts prior to operating the washing machine should of been made known to me as the customer by a clear display on the packaging of the machine. This was not the case nor is this clearly stated on the manual for the machine. Instead, it is tucked away on page 32 of the 37 page manual. I cannot merely accept that Makro deems me as having been negligent when I do not believe that as the supplier Makro made reasonable effort to alert me of this critical step in the setting up of the machine for my own and the product's safety.<br />As you acknowledged during above mentioned telephone call, a person (especially female) with no prior knowledge or any technical knowledge of washing machines, would not know or assume that a brand new washing machine would have bolts that need to be removed. This is not common knowledge.<br />I have expressed my disappointment and dissatisfaction with how this matter has been handled to Shane. What is supposed to happen about the damage to my kitchen cabinet or the aesthetic damage to the machine itself? Even more importantly, how does this affect the 3 year guarantee that I'm supposed to enjoy with this product? I trust you will seek an urgent and satisfactory remedy to this matter."</p> <p>I have since sent 2 follow-up emails on 19 and 24 August 2016 seeking a response to this complaint and still there ABSOLUTELY NO RESPONSE or FEEDBACK. I also ask a consultant at customer centre by the name of Daluxolo on the 23rd of August to follow up with Lerato and Shane and have since not heard back from him either.</p> <p>Surely, this is not how Makro threats its customers?</p>
Please accept our sincere apologies for the inconvenience you may have experienced. We also apologise for the delay in responding to your email, as we were awaiting feedback from the legal team.
Upon thorough review of the situation, and upon the investigation, the outcome was as follows:
On page 1 you are instructed not to operate the machine without having read the user manual and set-up instructions.
On page 29 there is a diagram showing the transportation bolts and how to remove them and requesting that you retain them for safe-keeping.
The short answer is the manual states that you should read before operating.
We are not obliged to compensate you in this regard because the damages were caused by negligence in the above action.
We deeply value your relationship with Makro and are committed to providing you with the highest level of service, hence we made sure that the manual is inserted in the item for thorough instructions on how to operate the machine, and also because our customers deserve the very best.
Regards
Mmule Moropa
Please accept our sincere apologies for the inconvenience you may have experienced. We also apologise for the delay in responding to your email, as we were awaiting feedback from the legal team.
Upon thorough review of the situation, and upon the investigation, the outcome was as follows:
On page 1 you are instructed not to operate the machine without having read the user manual and set-up instructions.
On page 29 there is a diagram showing the transportation bolts and how to remove them and requesting that you retain them for safe-keeping.
The short answer is the manual states that you should read before operating.
We are not obliged to compensate you in this regard because the damages were caused by negligence in the above action.
We deeply value your relationship with Makro and are committed to providing you with the highest level of service, hence we made sure that the manual is inserted in the item for thorough instructions on how to operate the machine, and also because our customers deserve the very best.
Regards
Mmule Moropa
I clearly made a mistake by shopping with Makro online as I have learned that every other customer who buy their washing machine in a physical Makro store are infact advised about the transportation bolt and not expected to merely read the manual. Whilst your eloquent response may be acceptable to you and your legal team, as a supplier you have failed me as long standing customer of Makro. Whilst my resolve to NEVER shop at Makro ever again may not make any difference to your bottom line, I will know that I no longer support an organisation that has clearly demonstrated that it does not care about its customers.
I clearly made a mistake by shopping with Makro online as I have learned that every other customer who buy their washing machine in a physical Makro store are infact advised about the transportation bolt and not expected to merely read the manual. Whilst your eloquent response may be acceptable to you and your legal team, as a supplier you have failed me as long standing customer of Makro. Whilst my resolve to NEVER shop at Makro ever again may not make any difference to your bottom line, I will know that I no longer support an organisation that has clearly demonstrated that it does not care about its customers.