Non Excitant Service on a Faulty Return.

Below I am itemising my recent unsatisfactory experience of dealing with Makro, Germiston.

1. I bought a Samsung computer monitor on the afternoon of Friday 29th April, 2022.

2. At the time of installation on Monday 2nd May, the professional installer noticed a problem with the screen (witnessed by myself and 2 of his staff ).

3. The monitor was returned to Makro the same day and I was advised that it would have to be sent back to Samsung for evaluation before it could be replaced.

4. I heard nothing further and thus we re-visited Makro on Saturday 7th May.

5. We asked to see the manager of the electronics department but waited three quarters of an hour, with no sign of him.

6. Eventually we spoke to the manager of returns, Mr. Phumeile, who advised that he would contact Samsung on Tuesday ( Monday being a public holiday ) and phone us back.

7. No phone call was received by Thursday, so we phoned him numerous times to no avail. Eventually I was contacted by a stranger and was told that it had been sent for repair and that I would be liable for the costs! The cost being R3220.00 The monitor was purchased for R2373.50 In summary, I am extremely disappointed with the treatment I have received, and find it totally unacceptable that I am expected to pay for the repair of a faulty item. Having been a loyal customer of Makro for many years I would have expected better service.

I would also like to add that I contacted Samsung directly and explained the situation to a manager. He said that if the monitor was purchased on the Friday afternoon and returned on the Monday afternoon, it should have been replaced by Makro in the first instance. A copy of this email has been sent to Samsung South Africa. I will now be invoking CPA56(2)(b).