jN
jean N
1 reviews | Active since Jan 2013
09 Sept 2025, 07:41
Communication lacking
I booked a callout and paid the callout fee as requested. A technician was assigned and I arranged to be available on the indicated date.
No communication from the technician on the day - by midday I reached out to Mastercare to confirm whether the call out would still happen and was assured that it will happen before 17h00. No communication from Mastercare with regards to delay.
Requested Mastercare to cancel call out and refund call out fee as no contact was made on the day.
Current status : "We are awaiting feedback from the branch."
Helpful (0)
Replies (7)0
Replies (7)jN
jean N's updateReviewer Update
09 Sept 2025, 14:48Technician just called to say he's at mine to answer call out... 4 days later... In the middle of the day...
jN
jean N's update09 Sept 2025, 14:48
Reviewer Update
Technician just called to say he's at mine to answer call out... 4 days later... In the middle of the day...
MasterCare South Africa's replyOfficial
10 Sept 2025, 11:53Dear Jean,
Thank you for sharing your feedback with us. I want to sincerely apologize for the lack of communication and the inconvenience you experienced with your recent call-out booking. We understand how frustrating it must have been to set aside your time, only to be left without clear updates.
Please be assured that this is not the level of service we aim to deliver. One of our Customer Service Associates will be reaching out to you directly to discuss the matter and assist with resolving it.
We truly appreciate your patience and the opportunity to address this.
Kind regards,
The MasterCare Service Team
Thank you for sharing your feedback with us. I want to sincerely apologize for the lack of communication and the inconvenience you experienced with your recent call-out booking. We understand how frustrating it must have been to set aside your time, only to be left without clear updates.
Please be assured that this is not the level of service we aim to deliver. One of our Customer Service Associates will be reaching out to you directly to discuss the matter and assist with resolving it.
We truly appreciate your patience and the opportunity to address this.
Kind regards,
The MasterCare Service Team
MasterCare South Africa's reply10 Sept 2025, 11:53
Official
Dear Jean,
Thank you for sharing your feedback with us. I want to sincerely apologize for the lack of communication and the inconvenience you experienced with your recent call-out booking. We understand how frustrating it must have been to set aside your time, only to be left without clear updates.
Please be assured that this is not the level of service we aim to deliver. One of our Customer Service Associates will be reaching out to you directly to discuss the matter and assist with resolving it.
We truly appreciate your patience and the opportunity to address this.
Kind regards,
The MasterCare Service Team
Thank you for sharing your feedback with us. I want to sincerely apologize for the lack of communication and the inconvenience you experienced with your recent call-out booking. We understand how frustrating it must have been to set aside your time, only to be left without clear updates.
Please be assured that this is not the level of service we aim to deliver. One of our Customer Service Associates will be reaching out to you directly to discuss the matter and assist with resolving it.
We truly appreciate your patience and the opportunity to address this.
Kind regards,
The MasterCare Service Team
jN
jean N's updateReviewer Update
10 Sept 2025, 12:55Hi, I am in meetings for the majority of the day, they can reach out via email and intermittently on Whatsapp.
jN
jean N's update10 Sept 2025, 12:55
Reviewer Update
Hi, I am in meetings for the majority of the day, they can reach out via email and intermittently on Whatsapp.
jN
jean N's updateReviewer Update
12 Sept 2025, 11:05Thus far I have had 1 missed call - even though I asked you to please reach out to me on whatsapp or email instead.
The support person that was kinda on whatsapp before has now completely ghosted me.
Seriously how hard is it to do a single refund?
The support person that was kinda on whatsapp before has now completely ghosted me.
Seriously how hard is it to do a single refund?
jN
jean N's update12 Sept 2025, 11:05
Reviewer Update
Thus far I have had 1 missed call - even though I asked you to please reach out to me on whatsapp or email instead.
The support person that was kinda on whatsapp before has now completely ghosted me.
Seriously how hard is it to do a single refund?
The support person that was kinda on whatsapp before has now completely ghosted me.
Seriously how hard is it to do a single refund?
jN
jean N's updateReviewer Update
12 Sept 2025, 11:48Thoko from the customer chat advised me that the request has been submitted to finance and will be done either around the 15th or end of month. So now we wait.
Thank Thoko for being clear and concise and setting expectations.
Thank Thoko for being clear and concise and setting expectations.
jN
jean N's update12 Sept 2025, 11:48
Reviewer Update
Thoko from the customer chat advised me that the request has been submitted to finance and will be done either around the 15th or end of month. So now we wait.
Thank Thoko for being clear and concise and setting expectations.
Thank Thoko for being clear and concise and setting expectations.
jN
jean N's updateReviewer Update
23 Sept 2025, 11:0415th passed with no joy.
Do you have any confirmation of end of month?
Do you have any confirmation of end of month?
jN
jean N's update23 Sept 2025, 11:04
Reviewer Update
15th passed with no joy.
Do you have any confirmation of end of month?
Do you have any confirmation of end of month?
jN
jean N's updateReviewer Update
23 Sept 2025, 20:35Issue resolved.
jN
jean N's update23 Sept 2025, 20:35
Reviewer Update
Issue resolved.