1 reviews | Active since Mar 2011
Subject: Formal Complaint – Failure to Repair or Replace Defective Stove
Subject: Formal Complaint – Failure to Repair or Replace Defective Stove
Dear Teljoy Customer Care,
I am writing to formally express my dissatisfaction with the handling of my stove repair claim and the poor customer service I have received regarding this matter.
I logged a service call with Teljoy when my stove became faulty. Since then, a technician has attended my property on three separate occasions in an attempt to repair the appliance. Despite these visits, the stove remains unusable. During the technician's last visit, the stove actually exploded, which raises serious concerns regarding both the quality of the repair work and the safety of the appliance.
I am extremely disappointed that after multiple unsuccessful repair attempts, Teljoy is now refusing to assist me further, claiming that rats have eaten the stove's cables. I do not accept this as a valid reason to deny assistance. The stove was already faulty when the service call was logged, and the technician was unable to repair the original problem despite three visits.
Furthermore, I have African Grey parrots and dogs in my home, both of which are highly alert to unusual activity. It is highly unlikely that a rodent infestation would go unnoticed. In addition, I take preventative measures by regularly placing rat poison around my property. Regardless of this, the alleged rodent damage does not change the fact that the stove was not repaired after multiple service visits and that the appliance became even more unsafe following the technician's intervention.
I have been a loyal Teljoy customer for many years and have consistently honoured my payment obligations. It is therefore unacceptable that when I require assistance with a legitimate service issue, Teljoy is unwilling to take responsibility or provide a reasonable solution.
I am formally requesting that Teljoy either:
Repair the stove properly and ensure that it is safe and fully functional; or Replace the stove with a suitable equivalent unit.
Should Teljoy continue to refuse to resolve this matter, I reserve all my rights as a consumer under the applicable consumer protection legislation. I expect a written response and a clear resolution within 7 business days from receipt of this letter.
I trust that Teljoy will reconsider its position and resolve this matter promptly and fairly.
Yours faithfully,
Lorraine Kruger Account Holder
Thank you for your email and for taking the time to detail your concerns.
We sincerely regret the frustration and inconvenience you have experienced throughout this process. We understand your disappointment regarding the repeated service visits and the fact that your stove remains unresolved.
Having reviewed the technician's findings, we have been advised that the unit sustained damage to its wiring that was identified as being consistent with rodent activity. Unfortunately, damage resulting from external factors, including pest or rodent-related damage, falls outside the scope of cover and is therefore not eligible for repair or replacement under the terms of the agreement.
We appreciate that you do not agree with this assessment and understand your concerns, particularly given the history of previous repair attempts. However, our decision is based on the technical report and findings provided following the inspection of the appliance.
Please be assured that the outcome is not a reflection of your loyalty as a customer, which we greatly value and appreciate. Rather, it is based solely on the reported cause of the damage identified during the assessment process.
Should you wish to obtain a second assessment of the unit, we would be happy to review any additional supporting documentation or independent technical findings that you may wish to provide for further consideration.
We understand that this may not be the outcome you were hoping for, and we sincerely apologize for the disappointment this has caused.
Thank you for your email and for taking the time to detail your concerns.
We sincerely regret the frustration and inconvenience you have experienced throughout this process. We understand your disappointment regarding the repeated service visits and the fact that your stove remains unresolved.
Having reviewed the technician's findings, we have been advised that the unit sustained damage to its wiring that was identified as being consistent with rodent activity. Unfortunately, damage resulting from external factors, including pest or rodent-related damage, falls outside the scope of cover and is therefore not eligible for repair or replacement under the terms of the agreement.
We appreciate that you do not agree with this assessment and understand your concerns, particularly given the history of previous repair attempts. However, our decision is based on the technical report and findings provided following the inspection of the appliance.
Please be assured that the outcome is not a reflection of your loyalty as a customer, which we greatly value and appreciate. Rather, it is based solely on the reported cause of the damage identified during the assessment process.
Should you wish to obtain a second assessment of the unit, we would be happy to review any additional supporting documentation or independent technical findings that you may wish to provide for further consideration.
We understand that this may not be the outcome you were hoping for, and we sincerely apologize for the disappointment this has caused.