Poor service on returns and refund

I am writing this email to draw your attention to a major issue regarding your pathetic level of service for the past 3 years. We purchased a stove from Makro( Springfield) 23 November 2018 Defy brand, Mid-Year 2019 the stove started giving us problems numerous times with the sensers. I then contacted Defy to check if I could be assisted, a technician was sent to come fix the stove after a few months the same problem came back .

I called Defy again to log the same issue I did a few months ago and requested them to please issue us with a new stove because clearly the stove has a factory fault but was told no as it was not bought directly from them. we requested Makro to credit us with a new stove and they refused.

A technician was however instructed to come again to fix the same issue he did a few months ago by changing the motherboard of the stove. The technician advised us to request a new stove as he could not guarantee that the same issue won't come back again as we keep experiencing the same problem all the time.

It’s been 3 years now this stove has been giving us the same problem, The warranty has now expired and the stove is not working and don’t you’ll dare hold that against us.

This matter was supposed to be resolved in 2019 we now in 2022 and we currently facing the same problem of the stove not working at this very moment.

The service from Makro is pathetic, clearly there is a factory fault with the stove but you guys are ******** you only care about making money. In a nutshell I honestly believe that MAKRO through your negligence to attend to my complain timelessly has grossly violated my rights as a Consumer based on the following ; 1) Your returns department failed to follow the proper process of assisting me instead forced defy to send a technician which didn’t solve my problem, but only started a back and forth with Defy leaving my “service provider” MAKRO out of the equation.

2) Unduly influenced me as Consumer through exaggeration to deal with Defy instead of them(Makro) dealing with Defy putting the unnecessary pressure on me to resolve the fault.

3) You neglected your role as the service provider to ensure that I’m happy with my purchase but instead resorted in a “do yourself” approach.

4) I need clarity on the life of a stove cause clearly you can’t expect me to purchase a second stove of the same standard in less than a period of 3years.

5)Failed to inform me about my rights as Consumer about their purported No Return /Refund Store policy. – This is contrary to Consumer Credit Act read together with your own Terms and Conditions published on your website.

I demand a urgent response.