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Lemeez H

1 reviews | Active since Jun 2013

03 Mar 2022, 18:12

CHEAPLY MANUFACTURED PrOdUCTS ,HORRIBLE AFTER SALES POLICY AND SERVICE

Over the past year I purchased a few items from Verimark Kenilworth Centre, Cape Town. One of the very first items was a hydro vac which I very rarely used as I do not have any carpets in my home. Nevertheless, 4 of the electronics I bought all seem to have broken just outside the aparent 15 day garantee, which no one ever mentioned before! I let it go as each item was in the range from R299 to under R1000 however just this Past Friday 22 February 2022 I used my vacuum for the first time in months and it started to reek of burn and made smoke! I checked for the receipt low and behold, this vacuum is exactly a month out of garantee. I immediately called the Kenilworth branch at 3:22 and spoke to Fazlin , informed her that I and just about a month out of guarantee , she says to bring the vacuum in on Saturday 23rd as her manager would be there and they will assist me. Unfortunately, I had work commitments and was unable to make my way to the store until today being 3 March 2022.

At 9:30 am I arrived at the store in Kenilworth to find Fazlin who now had a very different tune to sing… she was hostile and said I needed my receipt which I told her I had forgotten at home but could print if that would help. I went all the way to post ey paid for a print and came back to Fazlin at 10:15 am she now says to me that my item can be booked in for repairs but i will be charged for the repair.

I explain to her that that is unacceptable as she did not mention this to me when I called her on Friday a few days before. I also explained to her that I have plenty items I bought for my kids which also seemed to have broken just outside the guarantee period. I then tell her I want to lodge a complaint, she calls her manager Aliyah and asks who to contact for a complaint. I asked Fazlin to write on my invoice exactly what she is saying regarding the repair and she refused she says and I quote “ I do not have time for this drama” mind you her manager Aliyah is still on the phone and listening in to her now very hostile and unprofessional behavior. Aliyah then speaks to me and I explain she says she will contact me via watsapp and pass me the policy quoting Fazlin as Fazlin obviously does not want to write it for me.

None the less I left the store of which I wasted over an hour in with no real HELP or SOLUTION to my problem!

I called into the help line spoke to SuZen who’s says I need to email a complaint to *** which I intend to do momentarily.

I am highly disappointed in Verimark as a company as one can not spend thousands and their products keep breaking just outside the garantee period!

Makes one think they only build to last for a short time and they do not come cheap!

I am also disgusted at Fazlins behavior as she is a customer service representative and cannot say unhappy customer query’s are “DRAMA”

This is truly pathetic on every customer service level!

I might as well purchased a china town item for a fraction of the price if it was barely going to last a Year!

0
Replies (1)
Verimark
Verimark's reply03 Mar 2022, 19:27
Official
Dear Lameez
 
Thank you for informing us of your disappointing experience with a recent purchase of our Genesis vacuum cleaner please accept our sincere apologies for the disappointment and inconvenience caused. Good quality and best value are a high priority and it is important to know when a purchase has fallen short of our high standards. 

Please take the product to Verimark store for an assessment, and ask them to book it back to our Head Office so that we can ascertain what the problem is. Once we get the product back to our Head Office we can give you feedback regarding your query on this item

 Could you perhaps advise when you will be going to the store so I can have an idea of when to look out for your units? 

We appreciate the trouble you went to bring this matter to our attention.  Through your feedback we are able to identify and rectify problems and we thank you for taking the time to give us your feedback. Please ask the store to mark it for the attention of our supervisor Patricia. 

Please see below guidelines that fall within our policies and the CPA. 

15 Day money-back guarantee 

·        Proof of purchase required. 
·        This is a satisfactory guarantee we offer our customer.  
·        When a customer has the opportunity to inspect goods prior to finalizing the transaction, he has no automatic right or “cool off” period to a return or refund if he is not satisfied with the product or its performance, as he had the opportunity to inspect the goods prior to purchasing it.  
·        We thus offer 15 Day money back guarantee which is not even prescribed in the CPA.  
·        In the event whereby the deadline was missed by a day or two, we will still assist.  
·        Items over the value of R399.00 are required to be assessed prior to offering refund.  (This may be done in store) 
Repairs 

·        Within 6 months from purchase date 
o   Receipt is required for proof of guarantee 
o   Technical assessment to be done. 
o   Customer has the option of Repair, Exchange or Refund. 
o   In the event whereby customer abuse is detected, no refund or exchange to be offered as this only applies to defects on the product. 
o   If the customer opts for a repair, the repair will be guaranteed for a period of three months, which will run concurrent to the original guarantee. (Will not add three months to the original guarantee) 
o   In the case where the repair fails and the unit is returned within three months from original repair, the customer then has the right to a Refund, Exchange or Repair. 
·        Outside the first 6 months from purchase date but within the guarantee period 
o   Receipt is required for proof of guarantee 
o   Technical assessment to be done. 
o   Customer only has the option of Repair. 
o   The repair will be guaranteed for a period of three months, which will run concurrent to the original guarantee. (Will not add three months to the original guarantee) 
o   In the case where the repair fails and the unit is returned within three months from original repair, the unit must be repaired again with another three month guarantee, also to run concurrently. 

 
If you require further information or assistance, please do not hesitate to contact us directly.  

Kind regards