Appalling Service

I have been a client of MASTERCARE for a number of years now and have had overall, good service in the past, of course depending on the agent who deals with your matter and based on their level of customer service commitment at any given time. Therefore, when an insured appliance broke down, I reported it on the 7th of February 2023. I was assured that a technician would be dispatched to deal with the matter shortly. This has not happened to date, about three (3) weeks later. MASTERCARE is very efficient and diligent in collecting their premium without fail, but the service is not commensurate. In this particular case, I do not have a good story to tell. It pains me to report this, as MASTERCARE provided good service and had a fantastic Call Centre in the past, but the service has seen a significant downturn over the last year or so. Most of the reliable agents and technicians, who were doing a magnificent job in the past, had all gone for some inexplicable reason and the current crop leaves much to be desired. By the time of posting this submission, not a single technician has come to attend to the appliance whatsoever. I subsequently contacted MASTERCARE on numerous occasions and got in contact with various agents, as you speak to a different agent each time, who all invariably commit to rectifying the matter and brokering an amicable solution. Needless to add, this has not happened whatsoever. In the event of me calling to enquire the default answer is always “We are working on the matter and will revert to you soon” This default “Kneejerk" response is used by all agents, even days apart from each other. All they do is empathize with you and they can “identify with your frustration”, That’s it! They take their own sweet time because you the customer are paying for the call. I am of the opinion, they cannot give a hoot, because I surmise that they are guaranteed their salaries regardless if the client is assisted or not. There seems to be no incentive to resolve matters to a favourable conclusion for the customer. What is even worse is that not a single person goes the “extra mile” to sort the matter out and get back to you. No, they simply put the phone down after you called and you have to call them again. I am profoundly disappointed with this bad service of late, as it is not what I signed up for and is contrary to what their policy promises. My patience has been stretched to the limits as I am now forced to follow this route, and feel justified to escalate it even further if needs be. I, therefore, need Senior Management to remedy this situation, as I feel that I have given MASTERCARE ample opportunity to do so.