Awful service

I'm writing this review with a heavy heart, but have explored many options which all felt like pulling blood out of a stone. And as a retired ex employee of Momentum, it really pains me. I bought a small electrical appliance on their Loyalty programme - Multiply. Which malfunctioned within the warranty period. I requested resolution which took a while to bring me to the point where the item was collected for inspection. It has been a month and two weeks and no one had bothered to give me feedback.

On calling today I spoke to a call centre agent who I assume is not experienced or well versed with navigating the system because it was all new to her and could not find history. When eventually she did find it she could not provide any further information except to say that she will escalate it. On requesting to speak to her team leader Lesiba I was told that they are busy and they will get beck to me. I have found this to be a standard line that means I am too busy on important things because I have never been called back before.

Multiply; I need my credit or replacement. How long does it take to open a small electrical appliance, determine what is wrong and to make up you mind?