poor service

Formal Complaint and Request for Refund – Hisense Fridge | Makro Woodmead Good day, Kindly note that my fridge is currently at Makro Woodmead, and I am formally requesting a refund. I have not received any formal technical report confirming that ****roaches were the main cause of the fridge failure. The only evidence I was shown was a photograph of the back of the fridge, which was shown to me by the Makro manager. The technician did not conduct what I consider to be a proper technical inspection. He opened the back of the fridge, took a photograph and advised that the computer box was the problem. He further stated that he had the required part with him and that this was a common problem. I was then asked to pay R1,000 for the repair. I was unable to make this payment, and consequently my fridge was not repaired. I am therefore requesting a formal technical report clearly stating: What caused the fridge to stop working; Whether ****roaches were in fact responsible for the failure; The technical evidence supporting this conclusion; and Why the warranty was rejected. I purchased the fridge from Makro approximately 12 months ago for around R8,500. As the retailer from whom I purchased the appliance, I believe Makro should take responsibility for assisting me with resolving this matter. I should not be required to deal with a third party while Makro, as the seller, is the business I entered into the purchase transaction with. I understand that Hisense appliances can be purchased directly from Hisense, but I did not purchase this fridge from Hisense. I purchased it from Makro, and therefore I expect Makro to address my complaint and provide an appropriate remedy. At this stage, I have lost confidence in Makro's handling of my complaint and the manner in which the warranty issue has been dealt with. I do not believe it is reasonable for an appliance costing approximately R8,500 to fail after only about 12 months and for the responsibility to then be shifted to me based solely on a photograph, without a proper technical report. I am therefore requesting a full refund. I do not wish to have the fridge repaired or replaced, as I have lost confidence in the product and in the manner in which this matter has been handled. Please provide me with a written response and the outcome of my refund request. I trust Makro will treat this complaint seriously and resolve it fairly. Regards, Tshegofatso Maphosa