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OJRT
Osvaldo Junio Rodrigues Teodoro

1 reviews | Active since Jul 2011

23 May 2022, 12:39

STAY AWAY FROM MASTERCARE

STAY AWAY FROM MASTERCARE - avoid the stress and disappointment.

I’m completely disappointed with the service Master Care offers, actually they shouldn’t even be in business, it is just so bad.

I had backlight problems on my Samsung 55” TV, so I took it to their branch in Cape Town, after dropping it there I was told that I had to pay something around R450 initially to submit the TV and they would communicate with me about the total cost for parts and repairs. The next day even before I was told how much was the total amount for my repair I received a call offering me a “maintenance plan” so the cost of my repair would be reduced in about R1000 because the plan would cover the needed parts. So I chose the basic plan: R105 a month to cover up to R1000 in parts for two appliances of my choice. It took them about 10 days to fix the TV so I drove there to pick it up. I live about 100km from Cape Town so it had to be a planned trip.

When I got to the store they told me to check if everything was right with the tv, then I noticed a spot between the screen and the front glass, the technician left some sort of cable cap or something there (see 1st photo). So he had to open it again with me there waiting to remove the ‘thing’.

After about 2 hours waiting I could get the TV and paid R1850 extra for the repair (I had already paid R450) so R2300 in total.

When I got home I switched on the TV and the blacklight problem was back there (see 2nd picture). I thought there might be a problem with the electricity in my house that could be causing that, so I had an electrician to test the whole house, as well all the plugs and extensions, no issue was found. So I contacted Master Care to see what could be done.

I’ve so far sent many emails, called them on their call-centre countless times and was told EVERY TIME we will contact you back. But NOBODY ever called me or offered any assistance with the issue. There is no direct number with the Cape Town branch, they don’t reply to emails, and DON’T CALL YOU BACK. Unless it is to offer you a plan.

Do yourself a favor, STAY AWAY FROM MASTERCARE - avoid the stress and disappointment.

0
Replies (3)
MasterCare South Africa
MasterCare South Africa's reply23 May 2022, 12:45
Official
Dear Osvaldo Junio Rodrigues Teodoro,

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
Ruchelle 

OJRT
Osvaldo Junio Rodrigues Teodoro's update26 May 2022, 14:28
Reviewer Update
Ruchelle, it's been 3 days since you rep**** to this post and to add to my disappointment with MasterCare there has been no contact whatsoever from your side.
But there is more, I've now taken my TV to another technician to look at and he found out that you guys have not only replace the backlight strip to a used, cheap one that already burned but also your guys have broken the back panel of my TV, glued it and covered with sticker so I wouldn't find out.
I don't expect nothing less than a total refund from you guys, and I am taking this to a lawyer. This is some really bad service what you you offer. I have photos.

Junio Rodrigues ***
OJRT
Osvaldo Junio Rodrigues Teodoro's update02 Jun 2022, 11:59
Reviewer Update
UPDATE - MasterCare has made contact however nothing it's been done yet.
Below you will see our email conversations.


On 27May, 2022, at 08:52, Naushad wrote:

Good morning Mr. Rodrigues, I trust you are well.Please see below in response to your complaint. We fitted backlights on your TV that we received from Pretoria Backlights.When fitting the backlights, we noticed that your reflector sheet was also damaged.Upon collection of your TV, you were taken into the workshop to have a look at the TV.You were also showed the damage to your reflector sheet.While the TV was playing, you also saw the slight wave at the bottom of the screen.My colleague Natalie, told you that the reflector sheet is not available as we have previously made an enquiry for that reflector sheet.There were no stickers or glue used on your TV.The TV was in no way damaged by us as I am sure this would have been noticed by any of us in the workshop that day. If possible, can I collect the TV from you today to re-assess the TV? Thank YouWarm Regards

Naushad Gany - Branch Manager


On 27May, 2022, at 09:36, Junio Rodrigues wrote:

Good Day Naushad, Thanks for the response.It’s great to finally get a reply from you, I was trying to get in contact for quite sometime, it’s unfortunate that it only happened after my review.About the the TV: Only one backlight was fitted on my TV on the left side, on the right side all the original sealing is still intact. This week I had the TV assed by another technician, I was with him all the time while his was opening and looking at the tv. Firstly while opening the TV he pointed out the broken back panel, the glue and stickers form your shop (photo attached), then when looking inside he showed me the backlight you guys have fitted in, it was burned (see photo attached). Lastly about the burned reflector sheet I am aware, while I as at your workshop I noticed some white light leak on the screen and noticed too that your technician had left some kind of dirt on the screen in the inside part (see photo attached). So he had to open it again to take it out which took him about 2 hours to do so, that’s when he showed me what was causing the light leak, it was the burned reflector sheet at the bottom of the TV. At any moment on my complaint, emails, calls or review I have said that the reflector sheet was your fault. But for everything else yes.For not getting back to me, not returning any of my calls, not replying to any of my emails asking for assistance. For breaking the back panel on the TV, not making me aware, and for not fitting rightly the blacklight, that was your fault not mine. For all of that I would like to kindly request a refund of my expenses and I will not have my TV accessed by your shop again.

Regards.
Junio Rodrigues