Poor Poor After Sales Service

• Product: Karcher Wet and Dry Vacuum Cleaner WD3 • Makro Store: Cape Gate I bought a Karcher Vacuum Cleaner from Makro Gape Gate in May 2017. From the first time we used it, it was as if the motor ran at very high revs and it made a very loud very high pitched sound. At first I didn't worry about it, because we’ve never had a Karcher vacuum cleaner before and we only used it every second week to suck the dust from the tiles. It was only after the neighbors on top, start to complain about the noise and a friend of ours came to visit while we were cleaning, said that there must be something wrong with the vacuum cleaner as it is very unnatural for the motor to run at the noise level it does. I returned the vacuum cleaner to Makro Cape Gate at the beginning of February and they send it to Karcher to be assessed. The store came back to me 8 days later and informed me that Karcher can’t repair the vacuum cleaner under its warranty as the fault was as a result of negligence on our side. Apparently they found fabric in the vacuum cleaner and some parts were missing and the cost to repair the vacuum cleaner would be R1 700.00 and that I will have to pay it A new one costs R1 200.00 at the moment. I requested that the unit must be returned to me, with the proof of the fabric, as well as a full assessment report.

On 27/02 I received a SMS that my product is ready for collection. When I collected it there was no proof of the fabric found or an assessment report. I told Makro that I'm not happy with the findings of the investigation, as I know we never used the vacuum cleaner to clean any type of fabric. My suspicion was that the item was used in store maybe for a demonstration, or it was returned by a customer and placed back on the shelf.

I’ve taken the matter up with the management of Makro Cape Gate and Kärcher South Africa, but without success.

All I’m asking is that Makro either replace the item, or repair it at their cost.