Partserve Durban-Warranty Breech

Formal Complaint Regarding Warranty Issue and Unjust Assessment Fee – Job No. RWD01375

I am writing to formally raise a complaint regarding a printer purchased from your company on 02 October 2024 (Job No. RWD01375) which began malfunctioning within a few months of purchase.

In December 2024, the printer started giving issues. However, due to the festive season and widespread business closures, we were unable to return it immediately. When our staff returned in January 2025, the device appeared to be working again — only to fail completely a short while later.

Upon returning the unit to your service department, we were advised that a part needed to be replaced and were charged for both the part and an assessment fee, despite the printer still being under warranty. We rejected the repair cost, as we believe this type of failure should be fully covered under the warranty terms.

Despite declining the repair, we were still required to pay an assessment fee in order to collect the printer — which we find unjust, given:

The printer failed early into the warranty period. Despite being told to collect the device, we were only informed upon arrival that an assessment fee was required. This lack of communication caused unnecessary loss of time and travel, which could have been avoided with clear prior notice.

Furthermore, we dispute the legitimacy of any assessment fee being charged for a device that is still within its warranty period. This is unacceptable and not in line with fair consumer practice.