Issues with AIM Appliance Quality & PnP Service

I've bought two AIM appliances and am disappointed in both the product quality and the customer service from Pick n Pay.

I emailed them with feedback about the product issues 2 days ago, and they have not rep**** even though I sent a follow up yesterday with a further product concern. I tried to call them and the customer service agent put me on hold for over 6 minutes and then I was cut off.

After a while someone called me back but to be honest they didn't seem to fully understand the situation. They said they would have to follow up with the supplier, but I find that confusing because I thought AIM is exclusive to Pick n Pay as it is one of their house brands.

This person didn't seem to have heard of AIM and also didn't seem to actually be listening at all. They didn't seem to have read my emails - I had mentioned 2 issues with a kettle and 1 issue with a stove, but they only made reference to 1 issue with the kettle and nothing else.

Neither agent that I spoke to said sorry and both sounded really very bored and switched off.

Both of them were quite abrupt and blunt in asking me for all kinds of information with no explanation. The first lady wanted my name (which was in the email she was looking at), my phone number (which I was calling from), my physical address (??) and my email address (obviously also visible to her already). The second lady wanted to know where I had bought the kettle. I referred her to my email where it clearly said I had bought it online. Then she wanted to know which store the stock had been sent from - obviously I have no idea.

What is problematic for me is that the product concerns I mentioned are mainly to do with *consumer safety*, so they should probably take this more seriously.

The AIM kettle allows boiling water to seep out on either side of the spout if you tilt the kettle in a normal way while pouring. You have to tilt it as little as possible, but then only a trickle of water pours at a time. The metal casing of the AIM stove heats up so much that when I spilled egg white while it was turned on, it baked onto the casing within minutes to the extent where it took half an hour of scrubbing with various products and implements to get it off.

This is not good.