Lack of Service

I deal quite frequently with Need a Tool and recently mostly with the Hillcrest branch. Gordon, who manages this branch, has been great but it seems he is not receiving the support from the Pinetown main branch. Last week, I ordered a concrete mixer to hire on the Saturday and Gordon could not provide one and sent us to the Pinetown branch where we got one. On pickup, I think the mixer was checked that it started, which it did but when we tried mixing concrete the mixer jammed and was unusable (it seems like the bearing was a problem), due to a lack of maintenance. We contacted the Pinetown branch and spoke to Walter, who deals with the provision of machinery, just to be told he has no other mixers and nothing he could do and basically told us our day was done. We continued mixing by hand as I had arranged the labour and had to complete the project. In the meantime, my son was trying to conatct someone else at Need a Tool and eventually got hold of Wesley who really tried to help and instructed Walter to get another mixer to us. This he did after four and a half hours of manual mixing which we could not continue doing due to the size of the project. The one he brought to us was on it's last legs but we managed cut down on mix quantities to nurse it through the day. This was a really a bad experience and unfortunately a total lack of customer service from Walter., who had no interest in our issue. There is unfortunately a lack of management oversight generally in business today and with this will come loss of business. Price is important but it helps nothing with no service delivery. Wesley was great and his help appreciated, but I don't believe Walter should be left alone to provide customer service.