Don't trust these guys!

As a Swede living in South Africa I’m used to bad service, but this company is taking it to another level. They don’t seem to understand that they are a service provider for essential appliances that needs to be handled with at least some kind of urgency.

We contacted Mastercare and immediately received a quote for an assessment, that we needed to pay before they send someone out. I have to admit that it took as a few days before we paid it, but when we did we didn’t hear anything back from them. After a week we tried to call them (it’s very hard to get through) and finally someone answered on the Friday saying she could not help us, but promised someone would come back to us before the end of the day. Of course no one ever did.

With about 10 days without a washing machine I kept calling the Monday after (no response) and followed up with a high priority email on the Tuesday with all the email addresses I could find on their website on copy. I’m now receiving calls from two different agents, plus an email from our previous contact person saying the technician have been assigned and will contact me to schedule assessment.

It takes about an hour and I have the technician knocking on our door, he never called but luckily we were home and now he is here. He goes through the machine and tells me that the PC board needs to be replaced. He will send the information to the office and then they will quote me. But he also recommends me to rather just get the parts myself when the quote arrives since quote: “they are really slow, and it will take months before they have a part delivered so we can fix the machine, rather get the parts directly”

We now wait for the quote, and back to the same issue. No one comes back to me. Have to chase them down and finally they forward me a message from the parts company asking for more details about the parts required. They will have to send the technician a second time in order to be able to quote me.

They ask if he can come on the weekend on the Saturday, and we re-arrange our plans to be available with short notice but we never hear back from him. I have tried to call, and sent multiple emails asking what’s happening but now we don’t hear anything back from them.

Give us our money back, since we did not get anything out of this assessment and cannot wait for 3 weeks for a quote for fixing our washing machine. At this stage we have probably already paid more money for using laundry service then we would have for the parts to actually fix it.