REFERENCE 907651

ESCULATE - Customer ***

I have logged a call with customer care for a defective Candy dryer (door will not close). After waiting a few days a tech was dispatched from Candy Durban on Monday 03rd Aug. The Tech could not fix the door on site and had to have part availability checked with Head office. I was advised after 3 days in waiting that the part may take 2 weeks to come in and i should return the unit to the store for replacement. i contacted customer care for the umpteenth time today to request they check stock at Makro Springfield or Amanzimtoti, only to be told “the hands of the follow up team are tied and i must just wait for the 2 weeks or more”. I can not exchange for a new unit or a refund. A screaming match ensued and they disconnected the call after an insulting remark regarding my name. Your staff would appear untrained on regulations regarding customer care.

The machine is in its packaging, save for the tear made to open and check door. It has not been used and yet I am expected to wait for weeks on end. For how long? This is highly irregular. I have two children under the age of 10, I have 2 elderly parents over the age of 70, I have to take care of my laundry and it would appear Makro is not following regulations due.

I am prepared, at my own cost, to bring back the unit to the store for replacement. Certainly this is realistically the most suitable option under consumer act? I await a call from Management steps forward. Thank you