Panaservice was contracted to come service my washing machine and they damaged it. Now they do not want to take accountability. Why did they not reputable companies

This is an email I wrote to the manager who deals with extended warranty: Dear [Juanita Peters/Customer Service Team],

I am writing this email with a heavy heart and immense dissatisfaction regarding the overall service I have received from Makro and your contractor, Panaservice.

In November last year, I reported an issue with my 15kg top-loader washing machine, which was under an extended warranty that I had purchased without hesitation upon the advice of your staff. I had never claimed under this warranty during its five-year term until I noticed a strange sound during the spin cycle. I contacted Makro, where I was assisted by Nwabisa, and provided all the required information. Panaservice was sent to my house to inspect the machine.

The technicians from Panaservice, who identified themselves as two gentlemen speaking Shona, claimed the issue required a part to be ordered. They returned in December to replace the part, but only performed a brief check of the spinner to see if the sound persisted. At the time, I was at work and had to excuse myself from my occupational duties to accommodate their visit. Unfortunately, I did not verify the proper operation of the machine thereafter.

I live alone and left for vacation in December, only returning in January. When I attempted to use the machine upon my return, I discovered that the water inlet was not functioning. This issue arose directly after Panaservice handled the machine. I reached out to Panaservice to address the matter, but they were unhelpful. When I contacted Makro, I was informed that my extended warranty had expired. This response was unacceptable, as the malfunction occurred due to the actions of your contractors while the machine was still operational prior to their intervention.

Adding to my frustration, I have discovered numerous negative reviews online regarding Panaservice’s lack of competence, and I question why a Samsung-certified technician was not assigned to address the issue with my Samsung washing machine. The poor service provided by Panaservice undermines the purpose of paying for an extended warranty.

Recently, I received an email stating that Panaservice would be sent back to assess the issue, followed by an invoice requiring me to pay for repairs. It is deeply upsetting to be held financially responsible for fixing damage caused by your contractors.

I visited the Makro Wonderboom store yesterday and spoke to Florence Sibeko, who informed me that the store does not handle extended warranties and referred me to this email address. I have attached examples of the bad reviews regarding Panaservice for your reference.

I demand immediate answers and accountability for this situation. I need my washing machine restored to full functionality without additional cost, as it was damaged by Panaservice during the warranty period.

I trust you will treat this matter with the urgency it deserves and provide a satisfactory resolution.

Yours sincerely,

Her response: Good day Ma’am,

As per below, I have included Panaserve in this mail for their action.

Previous repair

Washing machine makes funny noise

Call logged 29.11.2024

Bought 29.11.2019

Cost of sale R4899.00

Repair completed 11.12.2024

Job card signed as unit is working and was tested. (see attached)

Relogged 07.01.2025

Fault: the water Is not going in the machine

Rejected: no longer covered under EW.

The unit was booked on the last day of the extended warranty.

Repair agent has a 3 month policy that should a unit have the same fault, they must come out and assess the unit again and if found to be due to the same fault, then they are liable to repair .

In this case, the fault is not the same fault as the previous repair and can thus not be repaired. Meaning that this repair now is for the customer’s account as the unit is not longer covered under extended warranty.

As far as the attached is concerned, we cannot comment on that. What I can say though is Panaserve has been working with us for years and has always been a reputable company and always showed professionalism and top quality work for us.

Hope this is in order.

Thanking you

Juanita Peters

Financial Services Claims Officer

My response: It's ok, I will open a lawsuit and I will definitely contact other customers with the same issues.

The problem occurred after they came. Can I also request for the part that was repaired previously and the invoice. I will get Sumsang and they will verify exactly how much that part costs. It is a lie that it was R4899.00, you probably think I am a fool who is uneducated. You are making this way too complicated unnecessarily, but don't worry I will teach you how to handle customers in future. Further, can they return the part that was repaired for my evidence. I will contact Samsung and you will pay every expense. Do not patronise my intelligence. I don't think you have anything to hide. The prove is in the pudding.