they pride themselves on passing the responsibility

This is a follow up to my previous review dated the 4th december 2021.

After dealing with a caz,my wife spoke to a Azrah who said it's best if we deal directly with Hisense. THAT genuinely disgusted me but wasn't a total shock. I've spoken to a wendy on their pick n pay whatsapp chat. another failure, I received a call from a manager at the ottery hyper branch after my 1st hellopeter complaint.THAT call was also fruitless. I called to speak to caz last week to hear about any updates but he conveniently was not in. I spoke to his manager for online customer services and he said he will contact hisense and give me feedback. That was the 15th Dec and he is still coming back to me. According to Sibusiso the pick n pay regional manager is under the impression this matter is resolved. Another blatant lie. While all this was happening we(wife and I) managed to get hisense to send a *********** out (truco electrical)to assess the damage. the report said the board burnt due to power surge. a lie. AND that our power is too low. After seeing a review online i discovered this lie is told to other hisense customers too,by truco. We managed to get hisense to send their own technician who discovered the board is not burnt and is has a out of box failure.

So where i am now with Pick n pay: someone at online customer services said I can go to the store as they should assist too seeing as the fridge MUST come from their store. I have since been in contact with shaun matthews who has stopped replying to mails and claim hisense is not responding. Yesterday i went to the store to see store manager who claimed to have tried calling two numbers which apparently is not reachable.I walked out of store and wife called hisense and was told they ordered a replacement part. This was not told to us by pick n pay who is actually the ones to have given this feedback/option. Because it was faulty out of the box i am entitled to a refund or a new fridge. Pick n pays policy as found on website: It may not be possible to determine in-store whether goods have been damaged or what the cause of a failure or defect may be. Accordingly, Pick n Pay reserves the right to refer returned goods for technical assessment by the manufacturer or authorised service centre prior to repairing, replacing or refunding an item and to provide the customer with feedback within 10 business days of receipt of the returned goods and to act accordingly.

It is WAY past 10 days and this deplorable store can't give feedback ,cant make an effort to reach their suppliers and dodge customers. Pick n pay have stopped responding on their twitter account and today i have started the process of my SA consumer complaint and will escalate this matter.