Product Guarantee Misrepresentation

I purchased an Eiger Vista 1.7L Glass Kettle in July 2023. This product was promoted by Makro as a high end product as it was their house brand which meant more effective after sales service.

However, approximately two (2) months later, I noticed that the stainless base was rusting on the inside. Obviously, as a standard procedure, I called on the warranty/guarantee and requested a refund. The Makro assistant, Mr. P Majola, concurred in this regard and even recommended a refund on the Assessment Note.

Notwithstanding Makro's own recommendation, I was now informed that the product was assessed by the supplier and was found to be a "USER FAULT" as opposed to a manufacturer's defect. They further stated that a specific cleaning product was meant to be used to prevent rust and therefore they are not liable for this defect.

In the absence of formal metallurgical expertise on my part, I would think that a product designed to heat water on a frequent basis is surely meant to be rustproof and that common knowledge dictates that stainless steel does not rust. (This can be confirmed by experiences with numerous other stainless steel products of other brands. The supplier's predicament is obvious, as an admission of the defect compromises their claim of quality of their product/s. It is absurd to accept that rust in the stainless steel bottomed glass kettle is linked to a cleaning product that was never specified or disclosed on purchase.

I would like to go on record to disavow any Eiger product hereafter based on their dubious and feeble attempt to renege on a guarantee that should cover an obvious defect. This poor service also casts a shadow on Makro's reputation regarding their sales products and customer confidence. A refund on such an inferior product is the least remedy they should offer. This is a textbook case for false advertising and enrichment at the consumer's expense.