*********** AND NO AFTER SALE SERVICE

Item: Sandton Appliances
Rating: 1
Author: Zulkifl E

I purchased a Defy stove thermostat on the 19.11.2016 from SANDTON APPLIANCE SERVICES. I took the sample in to ensure that i receive the correct one. The technician matched the part up and advised me that the part is correct and is an original Defy part. I paid for the thermostat R470 cash. When i arrived home, i fitted the thermostat to my stove only to find that the shaft where the control knob fits is too long resulting in the control knob not sitting flush against my stove and sticking out aproximately 2cm's. As it was a Saturday, and the shop now closed i had to wait to Monday 21.11.2016 to call them and advise them of the issue as the part supp**** was incorrect. The part was removed and repackaged. On the 21.11.2016, i called SANDTON APPLIANCE SERVICES and spoke to Walter, he first indicated that i lost a part and that the thermostat is to be modified, why do i need to modify an original part? I told Walter to first do his research before making any accusations as there was no extra part in the packaging. Walter then requested that i bring the part back and they will sort it out. I explained that i can only do so on the upcoming Saturday as i am at work during the course of the week and Walter was in agreement. On the 26.11.2016 (Saturday), i went back to the store to return the incorrect part only to be advised by Walter that his boss (Dawn) is not in and that he cannot help me yet Walter advised me to come in on Saturday (30 minute drive). I then spoke to Cathy (Dawns Wife) who advised me that she cannot help me either, whether in terms of a refund or changing it for the correct part. The technician then approached me and told me that i agreed to the part being correct and that the fault lies with me. In the store, there is a disclaimer which reads "Goods correctly supp**** will not be refunded", in my case the part supp**** was incorrect and with that they did not want to refund me. I begged and pleaded for assistance yet no one could assist me, I even went as far as asking for their bosses number (Dawn) to try and escalate it just to receive some sort of comfort that my query is being dealt with however i received no joy in this regard. I had no choice to leave the incorrect part with them with no refund for them to test whether i did not damage the part, i had my sample and pictures on my phone which easily confirmed that the part was incorrect. I advised that the part be tested in my presence as it seemed from the service i received that the staff would break the part and state that i had damaged the part. This could not be done as the part had to be sent to Defy to confirm this (then why do they have a technician and does he know what his doing because he supp**** me the part). I advised Cathy that she must get Dawn to contact me by close of business on Monday with an update in terms of supplying me with the correct part or cash refund to which she agreed. On the 29.11.2016 (Tuesday) and as anticipated, NO ONE from SANDTON APPLIANCE SERVICES had contacted me on the Monday as promised. I called and spoke to Walter, Again, Walter advised that his boss (Dawn) is not in. Walter asked for my phone number again of which i had already given it to them on Saturday. I asked for Dawns cell number of which i could not get, i asked for Cathy who was also not in, i asked for Cathy's cell number which i could not get either. I told Walter to advise Dawn to call me and please advise me once he has done so that i am aware that Dawn has received my message. Walter refused to do so and then referred me to contact the Bedfordview branch for assistance. I called the Bedfordview branch and spoke to Phino who apparently is Dawns partner. He gave me a hearing, but could not authorise anything as the Sandton branch does not fall under his authority. He said the only way he can help me is to call Dawn and tell Dawn that i will be calling him in about 10 mins on his work phone in the Sandton branch. I called the Sandton branch and managed to get hold of Dawn,i asked Dawn why he had not contacted me on Monday and whether he received my message, Dawns response was and i quote "I do not manage relationships and do not call people, i have hundreds of other Clients. I am an Italian man, please do not let me do to you what i dont want to do, i beg of you. In terms of the consumer protection act, we need to send it off to Defy for testing and once the results come back, i will decide whether im going to refund you or not" he then slammed the phone in my ear. I called Dawn again as he did not give me a turnaround time for Defy to review and provide a response, he then said it would be during the course of today, i the asked how will i know what will the outcome be will he call me to let me know, he again mentioned that he does not manage relationships in his business and hasnt done so for the past 20 years and is not bothered whether he looses me as a customer. I can also put him om social media, he does not care. If he decides to refund me, he will put the money into my bank account which i gave to Cathy on Saturday. In a nutshell, i feel that i was treated unfairly by SANDTON APPLIANCE SERVICES. I followed up with them when they exceeded time frames that they had agreed to yet i am the one thats wrong. I have also done further research and found that i can get the correct part for half the price inclusive of vat. I am at a point where i no longer care whether SANDTON APPLIANCE SERVICES refunds me as i firmly believe, what goes around comes around and when it does its 10 times harder. For those of you who are looking for any electrical spares, i would recommend TECSA, they have a few branches in JHB, there prices are half the prices of SANDTON APPLIANCE SERVICES and most of all, the customer sales is much better. Tags: Defy#Thermostat#Stove#Electrical#Appliances

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