do not follow their own protocols

I bought a BWD41720 wet and dry vacuum in April 2022. The normal vacuuming of the machine worked perfectly and I absolutely loved this machine. As it was very cold in Johannesburg, I could only use the spray extraction function in May 2022. When I used the machine, it did not spray like a sprinkler it sprayed like a tap on both the floor tool and the upholstery tool. I followed the protocol of the company and they come to collect the machine for a return. I had explained to them that I did not want a refund I would prefer if they could just look and see what is wrong with the spray extraction function and fix it or replace it and return the machine to me. The given time frame then passed, and I contacted one deal a day who then told me that the machine had been lost in transit and they would have to order me another one to which they did. The new machine finally arrived, and I was overjoyed, but as the weekend rolled around, I decided to wash my bedroom carpets. The floor tool again did not spray like a sprinkler it sprayed like a tap. I tried to rinse it warm water and blow in the pipes, but it continued to spray like a tap. At this point I had made a rather large puddle on the floor. I tried to suck the water up, but it didn’t seem to be sucking very well. So, I put some pressure on the pipe which caused the floor tool to head to snap along with the water pipe holder. I contacted one deal a day and they were kind enough to send me replacement parts as I refused to send the machine back out of fear of it getting lost in transit again. I received the new parts on the 1st of July and that first weekend decided to wash my car. This time dealing with the machine would not stop leaking by the spray nozzle no matter what I did. I took a video and sent it to one deal a day. They again wanted me to return the machine and I refused as I was afraid of it getting lost. They had agreed they would speak to the supplier and let me know. I then decided to pack up and wait for what they had to say, but as I was washing the bucket in the sink, I managed to drop it and the corner cracked. Frustrated I said to them to rather come and collect the machine, charge me for the bucket and refund me the remaining so I can purchase something else. I am now sitting with a situation of were they state they have they have the machine with them and would have checked it within 4-7 working days according to staff. It is now WAY over that time frame, and I am not getting a honest response out them.

The issue is not being delt with on a case base, the final reports are not being supp**** to me. I have opened a case at the consumer protection act ombudsmen's and urge other customers to do the same. As long as you have written communication that you have attempted to resolve the issue they can then have a look and make a fair judgement.

I see this is a company that does not respond on this platform so I will sending my complaint to other social media pages to try and have this matter resolved. I see there is two names on this platform. So lets rather put them on both.