SP
Sasheena P
1 reviews | Active since Jul 2014
06 Nov 2015, 09:21
Refused a return
I took a sinotech portable dvd player in for repairs and the staff at the return counter decided to assess the product by themselves instead of sending it in for repairs.<br> <br> If a product is under warranty it should be taken in for repairs that's why it carries a 12 month warranty. The staff at Makro were more concerned about stating that I would be charged courier fees because it would be sent to the supplier. Courier fees are not the customers issue. Getting the product repaired should be the priority of Makro.<br> I was so upset that this makes me not want to purchase anything in future from Makro. They don't stand by their policy, the staff make their assumptions before sending it in for the repairs.<br> I haven't had a problem with Game or CNA when I needed to return something. I expected more from a store like Makro. Absolutely pathetic service, here the client doesn't come first.
Helpful (0)
Replies (1)0
Replies (1)
Makro's replyOfficial
06 Nov 2015, 15:57Hello Sash85,
Thank you for bringing the query to our attention.
We addressed all issues raised and hope you will notice the changes next time you visit the Springfield branch - the feedback would be much appreciated.
The store cannot determine the fault of the DVD player , however we advice that if they are visible damage on the product outside they need to take pictures and show to the customer before the customer can sign the repair note it must state the condition that is booked in.
If it fails after the first 14 days - but still in the warranty period - the Supplier will assess the item and action a repair or replace the item.
The supplier has up to 6 weeks to repair the item - however the vast majority are completed quicker than this.
In the first 6-months our suppliers have the right to inspect the item for the cause of the failure, and assuming that it is a manufacture fault you as the consumer have the right to then choose a refund, replace or repair. It is not up to the Supplier or Retailer to select the way forward.
Regards
Mmule Moropa
Thank you for bringing the query to our attention.
We addressed all issues raised and hope you will notice the changes next time you visit the Springfield branch - the feedback would be much appreciated.
The store cannot determine the fault of the DVD player , however we advice that if they are visible damage on the product outside they need to take pictures and show to the customer before the customer can sign the repair note it must state the condition that is booked in.
If it fails after the first 14 days - but still in the warranty period - the Supplier will assess the item and action a repair or replace the item.
The supplier has up to 6 weeks to repair the item - however the vast majority are completed quicker than this.
In the first 6-months our suppliers have the right to inspect the item for the cause of the failure, and assuming that it is a manufacture fault you as the consumer have the right to then choose a refund, replace or repair. It is not up to the Supplier or Retailer to select the way forward.
Regards
Mmule Moropa
Best regards,
Makro's reply06 Nov 2015, 15:57
Official
Hello Sash85,
Thank you for bringing the query to our attention.
We addressed all issues raised and hope you will notice the changes next time you visit the Springfield branch - the feedback would be much appreciated.
The store cannot determine the fault of the DVD player , however we advice that if they are visible damage on the product outside they need to take pictures and show to the customer before the customer can sign the repair note it must state the condition that is booked in.
If it fails after the first 14 days - but still in the warranty period - the Supplier will assess the item and action a repair or replace the item.
The supplier has up to 6 weeks to repair the item - however the vast majority are completed quicker than this.
In the first 6-months our suppliers have the right to inspect the item for the cause of the failure, and assuming that it is a manufacture fault you as the consumer have the right to then choose a refund, replace or repair. It is not up to the Supplier or Retailer to select the way forward.
Regards
Mmule Moropa
Thank you for bringing the query to our attention.
We addressed all issues raised and hope you will notice the changes next time you visit the Springfield branch - the feedback would be much appreciated.
The store cannot determine the fault of the DVD player , however we advice that if they are visible damage on the product outside they need to take pictures and show to the customer before the customer can sign the repair note it must state the condition that is booked in.
If it fails after the first 14 days - but still in the warranty period - the Supplier will assess the item and action a repair or replace the item.
The supplier has up to 6 weeks to repair the item - however the vast majority are completed quicker than this.
In the first 6-months our suppliers have the right to inspect the item for the cause of the failure, and assuming that it is a manufacture fault you as the consumer have the right to then choose a refund, replace or repair. It is not up to the Supplier or Retailer to select the way forward.
Regards
Mmule Moropa
Best regards,