Worst service received from Makro Cape Gate

I have purchased an Salton wine cooler on the13-‪09-2018‬ from Makro. We enjoyed the product very much untill the temperature gauge started to give problems.

As per the booklet the wine cooler can go up untill 24°C (even though this is way to hot for wine) it should not exceed this temperature. Our wine cooler is reaching 32°C on a daily basis. The temperature goes up and down in seconds but never goes down to 12°C(which is the correct temperature for red wine).

I then took the wine cooler to Makro Cape Gate on the 24-08-2019 and the assistant Locrecia assisted me. She said that the product needs to be booked in for repairs with the manufacturer. (As*****t note ‪***‬,customer number ***)

We then left the product there for it to be sent away. She said that she will keep me posted and it should not be more than 21 days. I did not hear anything from Makro. I made several calls where I have to hold on for 30 minutes and more just to get to the right department or for someone to answer the call. After leaving several messages no one phones me back.

When I managed to get through to Locrecia she said that she will follow up and let me know. On the 25-09-2019 the supplier still had to order parts for the repair.(more than the 21days already) On the 01-10-2019 Locrecia phone me to say that the cooler is arrived and we can collect.

We collected the cooler on the 06-10-2019. The cooler worked correctly for the first week and then it started doing the same thing. We took the cooler back on Saturday (26-10-2019) and the lady who assisted me was very rude and obnoxious after I explained to her the whole story. (she wrote her name on the book in paper and ot looks like Anathi) I asked to speak to a manager but the manager was off for the day. I then asked for another manager to assist me. She told me to have a seat. I waited while she attended to the other customers. I had to ask her again to speak to a manager. (assessment note ‪***‬)

Craig April then came to speak to me. I explained the story to him again. He said that he will take it up with the supplier and promise to phone me on Monday (which was yesterday). I still have not heard from him. Once again I need to follow up.

At this stage I do not want the product back as I feel the after purchase service that Makro gives is very disappointing and I do not expect this from such a big company.