The six-month repair debacle

<p>I contacted Mastercare about a faulty stove plate switch on my Defy Thermofan 835 stove on January 9th this year (2017). </p> <p> </p> <p>It took about 3 months for a technician to eventually get to my house with a part. (At this point I must say that the technician is a well spoken, helpful and knowledgable man, who I have had perform work at my home before - no problem with the technician!). During this period, I had to make numerous calls trying to get some action. The part was always "on order".....And I was kept hanging on the line or waiting for return calls, for weeks.</p> <p> </p> <p>Unfortunately, the Mastercare parts depot had ordered - and supp**** the technician with - the wrong part ; a stove plate as opposed to the required switch. He apologised and told me that they would re-order the correct part. My switch could thus not be replaced and he left - my stove still faulty.</p> <p> </p> <p>It is now June and I have not heard a WORD from Mastercare yet.</p> <p> </p> <p>For a few days short of SIX months since first contacting them, we are still having to cook for 5 people on three stove plates, every day. </p> <p> </p> <p>Mastercare have not contacted me again. One would think that this would be a priority? I don't believe that it is my responsibility to keep nagging them.</p> <p> </p> <p>During the first round (Jan to March), I told them that the part is locally available and not expensive; they insisted that it would be ordered via their own supplier. I have subsequently checked again and the part is still locally available. It's not an expensive item.</p> <p> </p> <p>One would think that their Quality Assurance programme would include a maximum Parts-order period - so that during the order process, there are set periods at which the progress is monitored; when a part does not arrive by a specified date, the order is changed to a local supplier (even if the cost is higher), and the other order is cancelled. This would also set off a non-conformance report against their preferred supplier, who would be penalised - paying the difference in the price would be a good start.</p> <p> </p> <p>Call it Client Care/Cost balance - keeping costs down - but not at the price of client satisfaction or company reputation. Giving the preferred supplier a reasonable chance at supplying, but limiting the period. </p> <p> </p> <p>180 days.</p> <p>One switch.</p> <p> </p> <p>Is this acceptable service?</p> <p> </p> <p>I am at a complete loss for words.......</p> <p> </p> <p> </p>