What to expect from Milex product support

The below incident occurred when dealing with Homemark in an attempt to get a replacement remote for a Milex air cooler.

An order was placed with Homemark for a replacement remote for my air cooler. Homemark was recommended based on a Google search for a parts supplier.

The representative that had assisted in placing this order (Order #: MX28777), Shaquille Klein informed that stock of the part was available after I was requested to provide pictures of my air cooler unit and remote. I was even given a price of R29.95 for this remote and directed to make online payment of R189.95 (including delivery). The payment for the order was made on 17 Jan 2025.

Upon receiving the order on 24 Jan 2025, I found that the remote control that was sent did not work as expected, namely, the Speed button activated the Swing function and the Swing function operated the Speed setting. The Cool button did not activate anything, even though I have a working Cool function on the air cooler. The Timer button on this remote also did not do anything.

Upon raising this issue via mail to ***, I was responded to by another online service agent Purity Zulu on 27 Jan 2025, whom informed that this remote control would be collected the next day (28 Jan 2025). A further response from Purity informed that she will inform on a replacement only after they have received the remote. Today (29 Jan 2025), I have been told by Purity that they have no stock.

From what has transpired, Homemark has claimed to have stock of what was required and sent me something completely different. I placed an order and made payment based on the response from a representative of Homemark.

From Purity's response (29 Jan 2025), a check for stock availability was only done 12 days after I paid for the order. It appears that the focus here was only to fix the incorrect order dispatched and to not actually resolve the customer's issue.

I hope this raises serious concerns for the level of support being provided for your products. Rest assured that I do intend to put this incident on multiple social media platforms to increase visibility and to warn consumers to stay away from this product as this is the customer support that can be expected.