Poor Customer Service - Mislead Information

Dear Makro and Skyworth Customer Service

I am writing to express my dissatisfaction with the service I received following the purchase of a Skyworth TV from Makro on the 1st of July 2024. Despite my expectations for a quality product and service, I have encountered several issues:

1. *Product Issue*: The TV has been malfunctioning since the purchase. Specifically, the display intermittently shows a line at the bottom of the screen which is not customer’s negligence, and this is a malfunction from the tv unit itself. 2. *Customer Service Issue*: I have attempted to contact your customer service department(Skyworth) multiple times. However, the responses have been delayed and unhelpful, failing to address the issue adequately. 3. *Customer Service Issue*: I have walk into the Makro store on 2 occasions which on both occasions management and staff was not helpful. 4. *Miss-Lead Information from Makro on product purchase.

Synopsis from purchase date :

On the 1st of July my family and I went into the Cornubia Makro store to purchase a new TV, the service provider was helpful however we was missed advised by Makro on information from the time of purchase, as we was advised that if issue’s arise from the TV, Makro will replace this unit with a new one within 7 days of purchase, however that was not the case due to within 2 days of purchasing the TV unit there was a malfunctioning fault as explained above under product issue.

On the 03/07/2024, I went into the store to advise them of the issue which I have occurred and asked for a replacement TV, Also, advise that Google assistance is not working which i manage to resolve only to be told that the TV unit will need to go in the Skyworth TV for Technician to validate that it's not a customer’s negligence. Which I advised them this was not the case when I purchased the TV unit however agreed for the unit to be fetch from my address. Case was logged on the 04/07/2024 by Makro and on the 08/07/2024 at 18:09 I received a call from Detour advising that they come through during the week to pick up the TV, I even advised the caller to call me back on the 09/07/2024 to schedule a day of pickup. Which none of this happened only to receive a call on the 17/04/2024 from Skyworth advising that I should ensure that the TV and all its items are packed in the box to ensure that a credit is implemented by Friday 19/07/2024 for a replacement TV to be purchase in store.

On the 19/07/2024 I called Skyworth to advise the progress of my case which was logged on the 04/07/2024 and requesting for my credit I was advised once again I was missed informed by their work colleague, I was transfer to a manager which he advised that the TV has been received and the Tech has not start work on the Tv as yet. I then therefore proceeded into the Makro store to advise what is the resolution due to the inconvenience caused by Makro and Skyworth due to being miss Sold a product which I have taken from them and knowing that the fault is not a customers Fault however a technical error and they can fight the case with Skyworth and not me as a customer. Management advised that the best resolution was to wait for Skyworth to get back to them, note that this weekend was a time for my family which we did not have a TV for my child nor us as a family to watch and the Springboks was playing this weekend which this has brought devastation to my family.

As a consumer, I am protected under the Consumer Protection Act, which ensures that products and services meet a certain standard of quality and reliability. Unfortunately, my experience has fallen short of these standards.

I kindly request that the following actions be taken to resolve this issue:

1. A replacement of the faulty TV with a new, fully functional unit. 2. Compensation for the inconvenience caused driving to the store on both occasions and airtime used to make numerous calls’, also being miss sold on the product itself. 3. Being Mislead information in buying the product at the time of purchase.

I expect a prompt resolution to this matter within 2 days of receiving this email. If this issue is not resolved to my satisfaction, I will have no option but to escalate this matter further, including contacting relevant consumer protection agencies or seeking legal advice.

Please contact me at your earliest convenience to confirm receipt of this email and to discuss the resolution of this matter.

Thank you for your prompt attention to this important issue.