After Sales service completely unacceptable

On Thursday, 10 June 2021 after sending my computer details via the website, macbook pro 15inch, mid 2014 model, I was then sent an email to send a picture of the model number of the laptop which I did. My information that I posted of the year model was obviously ignored because the battery I received Friday was the battery for the 2012 model. This I found out from youtube. When purchasing an item, one would think the people supplying you with the product knows more than you. Because PartMasters are suppose to be proficient in the area of laptop parts, how come their staff does not know that the Model number of the 2*** all have the model number A1398 but the batteries are different. This shows complete incompetence to the technical aspects of their work, which is a fundamental part of their job.

I thought this would be an easy process, so I called in on Saturday, from 9am as advertised, but only got someone to help at 10am. Who provided me a quote of the correct battery and said on Monday they would confirm stock with their supplier then swop the battery which should be ready by 3pm Monday.

Today, matters got out of hand, when I was informed by Sandra, via the whatsapp that they will collect the incorrect battery today, which will only get to them tomorrow, then they will get a credit from the supplier, only once that takes place can they issue me with a new battery, which will only be by them around Thursday and I'm guessing can only reach my by Friday through delivery. I mentioned to her my frustration that I'm paying the price of being without a laptop due to them supplying me with the incorrect battery, to which I responded that had they not just taken my model number, but also factored in the extra information I provided them on my website request for quotation, then I would not be waiting like this because I would of had the correct battery.

I then asked for the matter to be escalated to Ron Snapper, who is the manager and owner of the company, and that I would call him. I tried calling Ron, 4 times with 30 minute intervals and every time I was told that he was in a meeting. On two of those calls, I left my number and name for him to call me back. The 5th time I called at about 2pm I was told he has left for the day and that I must email him. I shared my frustration with the lady, Nat who handled me with a very patronizing attitude. I told Nat, that she has absolutely no phone manner and that she is very antagonizing, especially because she is speaking to a client. When I asked for the supervisor, Dudu, I was told she has also left for the day. Which means that due to a lack of leadership present, consultants can speak to clients in the manner they wish, and there is no one to reprimand them.

This is the worst experience I have ever had with a company. If I had to return something to makro and then be told, I have to wait a week, for them to send it to their supplier and then they can replace it, I would be extremely outraged. This shows me that Partmasters is a middle man, if they cannot provide me with the correct unit at least the next day. Why must the supplier credit first. Secondly, the staff such as Nat is very hairy to deal with. Thirdly, the absence of leadership is glaring. I could not get hold of the manager, and only could email him. And if he is the owner, it tells me he also has no regard for his clientele, or many the ones he deems insignificant to his business, but those very people, have a pool of others that may have been significant who would not be put off from dealing with this company. I am beside myself in the way I have been handled by Partmasters who I do not see myself working with in the future. Putrid service to say the least.