Unhappy Customer

In January, I purchased Smeg kitchen appliances from Hirsch's Benoni. As I was still saving money for kitchen cupboards, I kept the appliances until I could afford to have the cupboards installed. Approximately three months ago, I finally managed to install my new kitchen cupboards and had the appliances installed. To my disappointment, after using the oven fewer than three times, I discovered that it was leaking water. This leakage caused damage to my newly built kitchen cupboards, leaving me extremely frustrated and disappointed. A technician was sent to inspect the oven, and his initial assessment was that the problem might be caused by a faulty seal.

My complaint was subsequently referred to the Assistant Manager, Ms Yugeshni Moodley, who informed me that they would only replace the seal as a goodwill gesture.

I find this response unacceptable. How can replacing a seal on an oven that has been used fewer than three times be presented as a goodwill gesture when the appliance itself appears to have a defect? I purchased a new appliance with the reasonable expectation that it would function properly and not cause damage to my property.

I have spent almost R100,000 on Smeg kitchen appliances alone. This represents a significant financial investment, and I expected better quality, reliability and customer service.

What makes this situation even more disappointing is that the proposed solution focuses only on replacing the seal, without addressing the damage caused to my cupboards. Nobody has provided me with a satisfactory explanation regarding who will take responsibility for repairing the damage or whether the oven itself will be replaced.

I am not asking for a favour or a goodwill gesture. I am asking for a fair and reasonable resolution to a problem involving an appliance that has barely been used. I believe Hirsch's and Smeg should take responsibility for investigating the defect and addressing the resulting damage fairly, rather than leaving me to carry the financial burden. My requested resolution is as follows: A proper technical investigation into the cause of the water leakage. Consideration of replacing the oven rather than simply replacing the seal. A fair resolution regarding the cost of repairing the damaged kitchen cupboards. A formal response from management explaining how this matter will be resolved. I am raising this complaint on HelloPeter because I am deeply disappointed by the way my concern has been handled so far. Spending such a substantial amount on premium appliances should not leave a customer feeling that their concerns are being dismissed. I hope that making this matter public will encourage Hirsch's Benoni and Smeg to take my complaint seriously and provide a satisfactory resolution