Don't Use Mastercare, Extremely Disappointed

To the Management of Mastercare,

I am writing this review with profound disappointment and frustration, hoping to warn other consumers. My experience with Mastercare has been a textbook case of persistent incompetence and a complete lack of professionalism, resulting in significant financial loss and wasted time.

As a new customer, I entrusted Mastercare with two critical repairs, expecting the expertise their branding promises. Instead, I received a cycle of failure and excuses.

1. Onkyo Amplifier (Job: CAS-76506WW): The assigned technician essentially gave up, citing a ****roach infestation and "unavailable parts" as reasons he could not repair it. A truly professional service would either diagnose this upfront or provide a detailed damage report with the specific parts required. I requested this basic documentation repeatedly but received nothing. This is not a repair service; it's an abdication of responsibility. The job was left incomplete with zero resolution or accountability.

2. Hisense Fridge (Job: CAS-76503WW): This became a farcical saga of repeated failures that highlights a shocking lack of technical competence.

First attempt: Re-gassing failed to fix the top compartment.

Second attempt: The fridge worked for a mere weekend before breaking again.

Third attempt: A compressor replacement – a major repair – lasted only FOUR DAYS.

The fridge was then taken to your workshop for over a week, only to be returned and fail YET AGAIN within days.

This is not bad luck; this is a clear demonstration that your technicians are either unable to correctly diagnose problems or are performing substandard repairs. The consequence for me was hundreds of Rands in spoiled food, a direct financial loss due to your company's repeated failures.

My patience has been exploited. I provided ample opportunity for Mastercare to demonstrate a shred of the competence one expects from a "master" in the field. The complete inability to fix either appliance, coupled with a failure to communicate professionally (like providing a simple report), shows a company that is fundamentally unprofessional and unreliable.

This experience violates the basic consumer rights to quality service (Sections 54 & 55 of the CPA). I have been forced to issue a formal letter of demand for a full refund.

My advice to potential customers: If you value your time, your money, and your appliances, look elsewhere. Mastercare, in my experience, lacks the technical skill, process integrity, and professional accountability required to do the job they are paid for. I urge management to seriously professionalize their technical training, quality control, and customer communication processes before more people suffer this same frustrating ordeal.