GUARANTEE A *******!!! a Customer expected to pay labour costs @ R410.10 p/h for supplier to examine their own faulty equipment still under guarantee!!

I bought a garment steamer for R2270.00 on 27 July 2016, which suddenly stopped producing steam in June 2017, under the following 1-Year GUARANTEE,

"12-months guarantee on electrical and mechanical components, up to a maximum of one replacement/claim per component. Guarantee excludes labour, travelling, freight costs, wearing parts (e.g. belts) and consumables (e.g. oil). Effective from the date of delivery."

Since I reside in Johannesburg, I was asked to send the unit to Cape Town for evaluation and potential repair to ascertain if the fault was due to misuse or normal wear and tear (not covered by the guarantee), or if the fault is mechanical or electrical. The courier cost sounded reasonable, however when I was informed not only that I would bear the cost for labour, but also of the excessive rate: 1. Labour Costs: R360.00 per hour (R410.40 incl vat) 2. Freight Costs: R180,00 x 2 = R360.00 excl vat (R410.40 incl vat)

I explained the cost was almost half the price I had paid for the unit and I asked to be accommodated by their sending me the defective part (the element), via courier (for my cost), since electrical and mechanical parts were covered by the guarantee.

What followed was a refusal to supply the part at no cost unless they had examined the unit first and an offer to send me a quote for a brand new part for my cost @ R873.00 and a R150 courier fee = R1023.00

The "Guarantee" which is displayed on their invoice should be referred to as a "Warranty" and not a guarantee and should be fully explained to customers prior to the sale. When a customer is faced with having already paid over R2200 for equipment covered by a 1-year guarantee, being informed by the supplier that you are now expected to pay an additional R1000+ over and above the purchase price already paid to get the supplier's faulty equipment back to them for evaluation, would leave even the most accommodating customer feeling ********** and cheated.

Due to the inflexible stance SA CLEANING EQUIPMENT chose to adopt and their unwillingness to assist to get my unit working again as cost effectively as possible, I purchased a new garment steamer for R1900.00 from Hirsches under a 1-year guarantee, which guarantees total repair, under any circumstances and for any parts, during the first year at absolutely no additional cost to me. THIS DOES HOWEVER NOT CHANGE THE FACT THAT I HAVE NOW SPENT R5200.00 AND HAVE ONLY ONE WORKING GARMENT STEAMER.

Best regards, Disgruntled customer in Jhb

SA Cleaning Equipment details: website: www.laundry.co.za / email: ********** Tel.: +27 (0)21 ********** Person dealt with: Zandalee von Wiechardt