Bad customer service

My grandmother bought my husband and I a Samsung MW7000K Convection microwave oven with HotBlast as a wedding present. In the early hours of our weddding day, my grandmother lost her battle to cancer. The microwave oven was the last thing that my grandmother gave to me, so it was an important item in our home.

Unfortunately the door of the microwave started melting and pieces of the bottom of the microwave oven fell off. We took the microwave to Masons in Benoni at the beginning of July 2018. We were told that it would take 2-3 weeks to repair. We waited for that period and heard nothing from Masons. They kept on telling us that they had no feedback. Eventually this week my husband went to Masons himself and he was told that the damage was caused by negligence and that we need to pay for the repairs. Masons received an email from Gert van Vuuren. I requested him to prove that the damages were caused by negligence. After numerous emails, Gert eventually answered the question on how the damage was caused by negligence. According to him, the damages are not covered by warranty as there are pieces missing from the door. Was I supposed to keep the melted pieces of plastic. In addition, why did they take 7 weeks to give feedback when it was promised in 3 weeks.

Gert is a very rude technical and is a bad image to your company. I will not recommend SSS Cellular to anyone.