Failed leaders and masters in Appliance Care and Repairs

Hello Peter. I have an appliances repair contract policy with Mastercare for which I have been paying monthly without fail. On the 28 August 2024 I logged a repair request for my LED TV unit via the Mastercare WhatsApp platform. The same day I received a confirmation of the logged request with the JOB NO 285255 and a message that one of their Customer Service Associates will contact me shortly to schedule an appointment, further informing me that a technician has also been assigned.

On the 4th September 2024 a technician arrived without any scheduled appointment and through the help of my neighbour who informed me there are 2 guys who say they havecome to repair my TV unit. Fortunately I was just around the block on my way from at about 17h00 and on arrival was shown the job number and confirm it was legit. However we were experiencing electricity load reduction in my area and hadtogo across thestreet tomy opposite neighbor since their side had power. The technician attended to the unit and indicated that the fault was with the motherboard and he will have to replace that. He further mentioned that he does have part and hand he known he would have brought it along. That sounded a bit strange but I did not respond to that, instead I enquire if the unit would be repair before the end since he has the part and he said yes but that would depend on whether they have any clients to attend to in my area. A day later on the 5th September 2024 at 16h02 I received a message that partsfor my unit have been ordered.

A week later without any repair status update being given,on the 13th and 18th September 2024 I did a follow-ups via the same WhatsApp platform with response being a consultant will call me with the update but on both occasions the so called consultant never called. Later on the 18th September 2024 and again on the 19th September 2024 I requested they call me but still got no response. On the 1st October 2024 at 08h18 I got a message that the ordered part has been received, which got me excited that finally my unit will be repaired. However, on the same day at12h25 another message was sent that indicated that my TV unit has been repaired. Now that was shocking and surprising at the same time because I was at work and there's nobody at home. So my question was how was that possible??

I called the call centre, took my anger and frustration onthe poor agent who went all the way to have my trouble resolved and indicated that according to the system the part has been received and the technician will arrive on the 2nd October 2024 but that never happened. The technician contacted and indicated he will come on the said day. At around 11h00 he did call and asked me if I am home but I told them I will only be home at 17h00 and we agreed on that time. By 18h30 he had not arrived nor called to indicate if he would still be coming or ask to reschedule. Up to today the 9th October 2024 there has not been any communication and the unit is still not repaired, suffice to say they claim to be "The leaders and masters in home appliance and electonic repairs" something which they have to live up to on 3 of my appliances nor restore my peace of mind. Kindly rescued from this mess I signed up for for the past 11 years or so. Kind regards Boitumelo Banda ***