1 reviews | Active since Aug 2020
Terrible after sales service experience
I bought a washing machine from Makro 18 months ago (within the 2 year warrantee period still) and started experiencing problems with the machine about a month or so ago. I immediately contacted Makro through it's one and only contact number and was given a reference that all was confirmed and the issue will be handled. 2 weeks went by and no answer so I followed up again. I was told it will be escalated. Only a week past that did I receive a call from the manufacturer telling me that I have to clear filters etc. (I am someone cognisant of these things so it is something g I do naturally and I did do that as my first resort). I few days later I received a call from the supplier and they sent someone to come have a look.
I was told the report will be handed in immediately and they will advise the manufacturer / Makro of the results. I waited 2 weeks with no response. Again, I followed up and was told that they have had no feedback and they will escalate.
I waited another week again with no response and again I followed up. Yet again I am told there has been no feedback and they will escalate.
What do I have to do to get the service I pay for. I realise that Makro is dependent on it's supplier but that truly is not my issue as my invoice says Makro and that is my point of contact. I am at my wits end as there seems to be no attempt to sort this out and they are adamant at sticking to a process that is not working.
What does a consumer have to do to get the service from Makro that is promised??
Your team eventually came out and replaces some parts on this machine but in my view it made it worse. Although it is not stuck at 23 minutes anymore, there are some really strange sounds coming out of this machine now. This is of great concern as it is clearly still not right
Your team eventually came out and replaces some parts on this machine but in my view it made it worse. Although it is not stuck at 23 minutes anymore, there are some really strange sounds coming out of this machine now. This is of great concern as it is clearly still not right
Thanks for your reply.
For some clarification, I did not refuse or failed to allow the technician to assess or repair this unit. In fact, they have assessed and 'fixed' the unit but it is still not working. I took umbrage to the statement that if they come out again and deem the machine working, I will be liable for the bill. Considering that both times they were out there (once for assessment and once for parts replacement) they did not even spent a combined time of 10 minutes in my house. How do I accept those terms if that is the commitment to trouble shooting?
Let me clearly state that they are welcome to come out and spent time there and fully assess this issue. I will just not accept an upfront bill disclaimer because they feel the 10 minutes they have spent there has constituted an assessment and full service.
I also find your comment on the warranty that only covers mechanical parts quite strange. What else would that be? When I was asked the first, second and third time I confirmed that all filters were clear of debris and that the machine is level. That is all i can do because if I open it I void the warranty anyway. This by the way was also confirmed by the service team when they were out there. Not once did they find anything out of the ordinary in the machine that can affect it. In fact, they were adamant it was bearings. How is that not mechanical?
Secondly, what is there is a software issue (not saying this is the case as the noise will not be there if it was), are you telling me that that is not within the warranty?
Please advise how and when you will address this issue affectively and assist on resolving an issue with the product I bought from you still under warranty.
Looking forward to your urgent feedback.
Thanks for your reply.
For some clarification, I did not refuse or failed to allow the technician to assess or repair this unit. In fact, they have assessed and 'fixed' the unit but it is still not working. I took umbrage to the statement that if they come out again and deem the machine working, I will be liable for the bill. Considering that both times they were out there (once for assessment and once for parts replacement) they did not even spent a combined time of 10 minutes in my house. How do I accept those terms if that is the commitment to trouble shooting?
Let me clearly state that they are welcome to come out and spent time there and fully assess this issue. I will just not accept an upfront bill disclaimer because they feel the 10 minutes they have spent there has constituted an assessment and full service.
I also find your comment on the warranty that only covers mechanical parts quite strange. What else would that be? When I was asked the first, second and third time I confirmed that all filters were clear of debris and that the machine is level. That is all i can do because if I open it I void the warranty anyway. This by the way was also confirmed by the service team when they were out there. Not once did they find anything out of the ordinary in the machine that can affect it. In fact, they were adamant it was bearings. How is that not mechanical?
Secondly, what is there is a software issue (not saying this is the case as the noise will not be there if it was), are you telling me that that is not within the warranty?
Please advise how and when you will address this issue affectively and assist on resolving an issue with the product I bought from you still under warranty.
Looking forward to your urgent feedback.