Mastercare Dropping the Ball

I have been a client of MASTERCARE for a number of years now and have had good service overall, of course depending on the agent who deals with your matter at any given time and based on their level of customer service commitment. In this particular case, I do not have a good story to tell. I had an appliance on the Repair Scheme for almost two years now and have been paying the premium accordingly. However, when the appliance broke down earlier this year I reported it. The technician came and tinkered with it for a while and then left only to return some weeks later to inform me that “Due to the Lack of Spares” the appliance is “Irreparable”. The technician apparently informed his office of the state of affairs and they were supposed to rectify the matter in terms of a Refund or Payment Holiday to offset the fact that I had been paying insurance on a device, which is deemed “Irreparable”. This has not happened to date, about seven (7) months later. A few months down the line, I contacted MASTERCARE myself and got in contact with an agent called PATIENCE, who had committed to rectifying the matter and brokering an amicable solution. After not getting any feedback, I subsequently called in numerous times and requested PATIENCE to return my call, which never happened. However on the rare occasion of me calling in and PATIENCE does answer my call, she always has the same excuse, which is “I am still working on the matter”. This excuse " Kneejerk" response is used even weeks apart. I am profoundly disappointed with this bad service, as it is not what I signed up for and is contrary to what their policies promises. My patience has been stretched to the limits and I am now forced to follow this route. I, therefore, need Senior Management to remedy this situation, as I feel that I have given MASTERCARE ample opportunity to rectify the matter.