Mastercare / Candy Putrid Service!
I wish I had read these reviews before purchasing my Candy Washer/Dryer Machine. It seems to be a common problem. I logged my issue, the technician came out, ordered a part, and weeks later, there has been no update. I have made numerous calls for updates, only to be told they will get back to me, and they never do!
Terrible service from Sifiso. Excellent service from Damian. The original agent hasn't bothered to give feedback at all. But still, I can't use my washing machine and am paying extra to use the laundromat (during COVID wave 3!!!) and now I will have to handwash the family's laundry (in winter) as we are all sick with the flu!
My machine is less than 2 years old and now I firmly believe I am in trouble as this machine won't last long.
Helpful (0)
Replies (5)0
Replies (5)
MasterCare South Africa's replyOfficial
28 May 2021, 12:42Dear Shakira,
Thank you for your message. We take customer satisfaction seriously and are glad to hear from you.
First, I would like to apologize for the frustration you've been experiencing recently. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services. We're proud that you've selected our company as your service provider, and we'd like the opportunity to resolve your concerns and earn your continued trust.
We have routed your complaint to the appropriate department who will address your concerns. We are truly sorry for the inconvenience.
Thank you
Regards
Tania
Thank you for your message. We take customer satisfaction seriously and are glad to hear from you.
First, I would like to apologize for the frustration you've been experiencing recently. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services. We're proud that you've selected our company as your service provider, and we'd like the opportunity to resolve your concerns and earn your continued trust.
We have routed your complaint to the appropriate department who will address your concerns. We are truly sorry for the inconvenience.
Thank you
Regards
Tania
MasterCare South Africa's reply28 May 2021, 12:42
Official
Dear Shakira,
Thank you for your message. We take customer satisfaction seriously and are glad to hear from you.
First, I would like to apologize for the frustration you've been experiencing recently. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services. We're proud that you've selected our company as your service provider, and we'd like the opportunity to resolve your concerns and earn your continued trust.
We have routed your complaint to the appropriate department who will address your concerns. We are truly sorry for the inconvenience.
Thank you
Regards
Tania
Thank you for your message. We take customer satisfaction seriously and are glad to hear from you.
First, I would like to apologize for the frustration you've been experiencing recently. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services. We're proud that you've selected our company as your service provider, and we'd like the opportunity to resolve your concerns and earn your continued trust.
We have routed your complaint to the appropriate department who will address your concerns. We are truly sorry for the inconvenience.
Thank you
Regards
Tania
's updateReviewer Update
28 May 2021, 12:57Thank you for the response Tania. It is appreciated.
Is there an SLA in place with your supplier?
How is priority assigned to tickets that are logged?
What is your escalation mechanism with them?
Is there even a process in place for escalations?
I understand, thanks to Damian, that the issue is with the supplier. But MasterCare needs to then follow up as per the SLA (I really hope there is one) and hold them accountable. This lack of customer service and feedback translates very badly for your company.
I hope to hear from you soon, and be able to use my washing machine again.
Is there an SLA in place with your supplier?
How is priority assigned to tickets that are logged?
What is your escalation mechanism with them?
Is there even a process in place for escalations?
I understand, thanks to Damian, that the issue is with the supplier. But MasterCare needs to then follow up as per the SLA (I really hope there is one) and hold them accountable. This lack of customer service and feedback translates very badly for your company.
I hope to hear from you soon, and be able to use my washing machine again.
's update28 May 2021, 12:57
Reviewer Update
Thank you for the response Tania. It is appreciated.
Is there an SLA in place with your supplier?
How is priority assigned to tickets that are logged?
What is your escalation mechanism with them?
Is there even a process in place for escalations?
I understand, thanks to Damian, that the issue is with the supplier. But MasterCare needs to then follow up as per the SLA (I really hope there is one) and hold them accountable. This lack of customer service and feedback translates very badly for your company.
I hope to hear from you soon, and be able to use my washing machine again.
Is there an SLA in place with your supplier?
How is priority assigned to tickets that are logged?
What is your escalation mechanism with them?
Is there even a process in place for escalations?
I understand, thanks to Damian, that the issue is with the supplier. But MasterCare needs to then follow up as per the SLA (I really hope there is one) and hold them accountable. This lack of customer service and feedback translates very badly for your company.
I hope to hear from you soon, and be able to use my washing machine again.
MasterCare South Africa's replyOfficial
28 May 2021, 13:36Dear Shakira,
Thank you for your message.
Our Consumer Relations Department will be in contact with you shortly to answer all your questions.
We again apologize for the inconvenience that you experienced.
Your complaint is treated with urgency.
Thank you
Regards
Tania
Thank you for your message.
Our Consumer Relations Department will be in contact with you shortly to answer all your questions.
We again apologize for the inconvenience that you experienced.
Your complaint is treated with urgency.
Thank you
Regards
Tania
MasterCare South Africa's reply28 May 2021, 13:36
Official
Dear Shakira,
Thank you for your message.
Our Consumer Relations Department will be in contact with you shortly to answer all your questions.
We again apologize for the inconvenience that you experienced.
Your complaint is treated with urgency.
Thank you
Regards
Tania
Thank you for your message.
Our Consumer Relations Department will be in contact with you shortly to answer all your questions.
We again apologize for the inconvenience that you experienced.
Your complaint is treated with urgency.
Thank you
Regards
Tania
's updateReviewer Update
08 Jun 2021, 09:59I would like to send a huge THANK YOU to Tanya and Bietca from MasterCare for going out of their way to have this resolved. It was unfortunately a delay on Candy's side, and both Tanya and Bietca have gone beyond the call of duty to sort out this matter. I am very impressed with how quickly and efficiently they picked this up and ran with it. Thank you ladies for your impeccable service! You have completely changed my view!!
's update08 Jun 2021, 09:59
Reviewer Update
I would like to send a huge THANK YOU to Tanya and Bietca from MasterCare for going out of their way to have this resolved. It was unfortunately a delay on Candy's side, and both Tanya and Bietca have gone beyond the call of duty to sort out this matter. I am very impressed with how quickly and efficiently they picked this up and ran with it. Thank you ladies for your impeccable service! You have completely changed my view!!
MasterCare South Africa's replyOfficial
08 Jun 2021, 10:04Dear Shakira,
We are extremely happy to hear that you enjoy our services here at MasterCare.
We are pleased that your complaint has been resolved.
Thank you so much for your kind words, and I will be sure to share your compliment with all the team members. Feedback like this encourages us to constantly improve our customer encounters by comprehending what we are doing well and what we can take a shot at. In this way, I appreciate you taking an opportunity to send us this supportive reaction.
In the event that you have any more inquiries, remarks, or concerns or compliments, please feel welcome to reach back out as we would gladly assist.
Sincerely,
Tania
We are extremely happy to hear that you enjoy our services here at MasterCare.
We are pleased that your complaint has been resolved.
Thank you so much for your kind words, and I will be sure to share your compliment with all the team members. Feedback like this encourages us to constantly improve our customer encounters by comprehending what we are doing well and what we can take a shot at. In this way, I appreciate you taking an opportunity to send us this supportive reaction.
In the event that you have any more inquiries, remarks, or concerns or compliments, please feel welcome to reach back out as we would gladly assist.
Sincerely,
Tania
MasterCare South Africa's reply08 Jun 2021, 10:04
Official
Dear Shakira,
We are extremely happy to hear that you enjoy our services here at MasterCare.
We are pleased that your complaint has been resolved.
Thank you so much for your kind words, and I will be sure to share your compliment with all the team members. Feedback like this encourages us to constantly improve our customer encounters by comprehending what we are doing well and what we can take a shot at. In this way, I appreciate you taking an opportunity to send us this supportive reaction.
In the event that you have any more inquiries, remarks, or concerns or compliments, please feel welcome to reach back out as we would gladly assist.
Sincerely,
Tania
We are extremely happy to hear that you enjoy our services here at MasterCare.
We are pleased that your complaint has been resolved.
Thank you so much for your kind words, and I will be sure to share your compliment with all the team members. Feedback like this encourages us to constantly improve our customer encounters by comprehending what we are doing well and what we can take a shot at. In this way, I appreciate you taking an opportunity to send us this supportive reaction.
In the event that you have any more inquiries, remarks, or concerns or compliments, please feel welcome to reach back out as we would gladly assist.
Sincerely,
Tania