Failed repair but successful customer service

On hellopeter we mostly write negative reviews, but in this case I want to express how this business turned around my experience and delighted me.

Our Russel Hobbs microwave stopped working about a year outside of warranty. We contacted their customer support via email and they advised we can bring it for inspection.

I received an SMS that inspection was complete, but I must note that I did need to mail them to follow up on what the SMS means. After that they rep**** quite swiftly. Although an inspection fee is normally R100, we were advised they found the faulty part and can repair it for R200. I gladly paid.

Within 48 hours, the microwave was ready for collection. But when I got home, it still didn't work. I was quite annoyed obviously since it takes time to drive out there. So I mailed them to ask if they will try again.

The response was bar-raising: they rep**** within 2 hours, sincerely apologized for their mistake, and offered a replacement deal immediately.

Personal, accurate and effective. I was ready to be upset, but this was a great turn-around from their side. I appreciate the work by who-ever is managing their customer service, keep it up!