Urgent Complaint Regarding Ongoing Printer Repairs – Request for Immediate Action and Refund

Dear Parts Serve Cape Town Management,

I am writing to formally express my deep dissatisfaction and concern regarding the repeated poor service and lack of accountability received from your Cape Town branch since 2024.

To date, we have had four printers serviced through your branch. Each time, after the initial diagnostic test and so-called "repairs," the printers have either functioned for only a day or, worse, presented with the exact same issues at the point of collection. A particularly unacceptable incident occurred on Monday, 12 May 2025, involving printer JNC51094.

Despite being informed that the printer was ready for collection after over a year in your possession, I insisted on testing it on-site—only to find that it was still displaying the original fault. This unit initially came in for an ink pad replacement and was damaged further due to incorrect transport and sloppy follow-up repairs. The parts claimed to have been replaced were visibly unchanged and still saturated with blue ink. When I raised this with your branch, Bridgette (the manager on duty) assured us the parts would be replaced due to the poor workmanship.

Yet, on collecting the printer on 12 May, the unit was returned in an even worse condition:

Two flashing orange lights due to cables being disconnected internally by the technician.

A loose top cover reattached in full view of a crowded reception using a *****driver.

Loud roller noises that your lead technician acknowledged as abnormal.

I was then asked to leave the printer behind—again—and now I am shocked to have received another invoice of R792.35. This is unacceptable. How is it justifiable to charge customers for damage caused by your own technicians during servicing?

The situation is no better with printer JNC51154, a new unit brought in during January 2025 to address a maintenance box service and misprints. On collection—again on 12 May 2025, after months of delay—the same printing issue persisted. Upon returning the unit, I was informed it now required a new motherboard. However, a live test in front of the manager and technician showed that this was not the case.

When I requested a refund for both printers due to the poor service and failed repairs, Rene refused, stating that the printer under JNC51154 could not be released until we paid a rejected quote.

This is not only unprofessional, it is *********.

In addition to the financial strain—where the total cost of repairs now exceeds the cost of buying two new printers—we are also forced to make multiple three-hour round trips due to negligent service. Furthermore, your managers do not return calls, are unhelpful, and fail to provide any reasonable explanation as to why devices are not properly tested before customers are notified for collection.

It is also very telling that during my visit, the reception area was filled with other customers experiencing similar issues, all expressing equal levels of frustration with your service.

I strongly urge you to:

Refund the most recent charges for both job numbers JNC51094 and JNC51154.

Release both printers immediately, without further interference or additional charges.

Offer an official written apology for the inconvenience, poor service, and lack of communication.

Should this matter not be resolved promptly, I will have no choice but to escalate the issue legally and submit formal complaints via Hello Peter, Google Reviews, and consumer protection authorities.

I look forward to your urgent response and a clear proposal to resolve this matter.