1 reviews | Active since Jul 2020
Extremely Disappointing Customer Experience with Verimark – Genesis HydroVac Plus
Verimark is seriously not what they portray themselves to be when it comes to customer service and after-sales support.
I purchased a Genesis HydroVac Plus, and after only approximately five months of ownership, the vacuum developed a fault. What makes this even more disappointing is that the vacuum was not used every day or even on a daily basis.
I contacted Verimark expecting the matter to be handled professionally and efficiently. I was instructed to take the complete unit, accessories, filters and proof of purchase to the Kenilworth branch in Cape Town, which I did.
I was then advised that I would receive feedback within 21 days. In my opinion, this is simply not an acceptable level of service for a product that has failed after only five months and was not even used on a daily basis. A customer should not have to wait up to three weeks just to receive feedback on a relatively new appliance that has developed a fault.
I have also tried contacting Verimark numerous times by telephone, and this has been an extremely frustrating experience. The calls either go unanswered, or I remain on hold for an extended period. On several occasions, I have been number three in the queue and still never managed to get through to an agent. This is an extremely poor customer experience, particularly when you are trying to resolve a product fault.
What makes this even more disappointing is the contrast between the experience I am receiving and the values Verimark publicly promotes. Verimark speaks about quality, service, customer satisfaction and striving for "only the very best." Unfortunately, my experience so far has not reflected those values.
Quality and service should not only be marketing statements. They should be demonstrated when something goes wrong.
I purchased this vacuum expecting a quality product that would last. I certainly did not expect it to develop a fault after approximately five months, particularly given that it was not used on a daily basis.
I am requesting a replacement rather than simply accepting a repair, considering how soon the fault occurred and the limited use the appliance received.
At this point, I am seriously disappointed with Verimark and the customer service I have received. The difficulty in getting through to an agent, combined with being told to expect feedback within 21 days, has made this an extremely frustrating experience.
This is not the level of service I would expect from a company that promotes itself as being committed to quality, service and customer satisfaction.
Hi Fayyada,
Thank you for taking the time to share your experience. We are sorry to hear about your disappointment and understand the frustration this situation has caused.
According to our records, your matter is currently being attended to and is still within the communicated assessment process. When the unit was booked in by your husband, he was advised that the turnaround time for feedback could be up to 21 working days, in line with our service and assessment procedures.
Please note that our Customer Care department does not operate on weekends, which may affect response times outside of normal business hours.
We appreciate that a fault occurring within a few months of purchase is concerning. For this reason, the product is currently being assessed to determine the nature of the fault and the appropriate resolution in accordance with the Consumer Protection Act (CPA) and our warranty processes.
Once the assessment has been completed, feedback will be provided as soon as possible. We kindly ask for your patience while this process is underway.
Thank you for bringing your concerns to our attention, and we appreciate the opportunity to resolve this matter for you.
Regards
The Veimark team
Hi Fayyada,
Thank you for taking the time to share your experience. We are sorry to hear about your disappointment and understand the frustration this situation has caused.
According to our records, your matter is currently being attended to and is still within the communicated assessment process. When the unit was booked in by your husband, he was advised that the turnaround time for feedback could be up to 21 working days, in line with our service and assessment procedures.
Please note that our Customer Care department does not operate on weekends, which may affect response times outside of normal business hours.
We appreciate that a fault occurring within a few months of purchase is concerning. For this reason, the product is currently being assessed to determine the nature of the fault and the appropriate resolution in accordance with the Consumer Protection Act (CPA) and our warranty processes.
Once the assessment has been completed, feedback will be provided as soon as possible. We kindly ask for your patience while this process is underway.
Thank you for bringing your concerns to our attention, and we appreciate the opportunity to resolve this matter for you.
Regards
The Veimark team
Dear Fayyad,
Thank you for your patience while we completed the assessment of your Genesis Hydrovac Plus.
Following both the in-store inspection and the technical assessment, the findings do not indicate a manufacturing defect.
The assessment noted the following:
The turbo brush was heavily clogged with dust, hair, and debris.
Foreign material was found lodged within the brush assembly and moving components.
The HEPA filter appears to have been washed but remains heavily soiled and restricted.
The unit's airflow system shows signs of blockage, which can result in abnormal operating noise and reduced performance
One clip on the water stopper plate assembly is cracked/bent.
General wear, dust accumulation, and contamination were observed throughout the unit.
The photographs supplied by the store and repair centre clearly show significant debris build-up within the brush housing, filter system, and airflow passages. These findings are consistent with maintenance and usage-related issues rather than a defect in materials or workmanship.
As outlined in the product user guide, regular cleaning and maintenance of the filters, brush components, and internal collection areas are required to ensure optimal performance and prevent blockages. Based on the assessment findings, the reported fault cannot be attributed to a manufacturing defect.
Our repair partner, in Somerset , has advised that the unit is repairable. While the reported condition falls outside the scope of the product guarantee, as a gesture of goodwill, Verimark is prepared to proceed with the repair at no charge.
Should you wish to proceed, we will arrange for the repair to be completed. In addition, we can request that the store team provide guidance on the correct maintenance and cleaning procedures for the unit upon collection to help prevent a recurrence of the issues experience
Regards
The Verimark team
Dear Fayyad,
Thank you for your patience while we completed the assessment of your Genesis Hydrovac Plus.
Following both the in-store inspection and the technical assessment, the findings do not indicate a manufacturing defect.
The assessment noted the following:
The turbo brush was heavily clogged with dust, hair, and debris.
Foreign material was found lodged within the brush assembly and moving components.
The HEPA filter appears to have been washed but remains heavily soiled and restricted.
The unit's airflow system shows signs of blockage, which can result in abnormal operating noise and reduced performance
One clip on the water stopper plate assembly is cracked/bent.
General wear, dust accumulation, and contamination were observed throughout the unit.
The photographs supplied by the store and repair centre clearly show significant debris build-up within the brush housing, filter system, and airflow passages. These findings are consistent with maintenance and usage-related issues rather than a defect in materials or workmanship.
As outlined in the product user guide, regular cleaning and maintenance of the filters, brush components, and internal collection areas are required to ensure optimal performance and prevent blockages. Based on the assessment findings, the reported fault cannot be attributed to a manufacturing defect.
Our repair partner, in Somerset , has advised that the unit is repairable. While the reported condition falls outside the scope of the product guarantee, as a gesture of goodwill, Verimark is prepared to proceed with the repair at no charge.
Should you wish to proceed, we will arrange for the repair to be completed. In addition, we can request that the store team provide guidance on the correct maintenance and cleaning procedures for the unit upon collection to help prevent a recurrence of the issues experience
Regards
The Verimark team
Dear Fayyada,
Thank you for allowing us to resolve this matter. We are pleased that we could assist you and that the matter has been resolved.
We appreciate your patience and understanding throughout the process, and thank you for allowing us the opportunity to address your concerns.
Regards,
The Verimark Team
Dear Fayyada,
Thank you for allowing us to resolve this matter. We are pleased that we could assist you and that the matter has been resolved.
We appreciate your patience and understanding throughout the process, and thank you for allowing us the opportunity to address your concerns.
Regards,
The Verimark Team
Dear Fayyada,
Thank you for allowing us the opportunity to assist and resolve this matter for you.
We appreciate your patience throughout the assessment and repair process, and we are pleased that a suitable resolution was reached.
If you are satisfied with the assistance and outcome provided, we would be grateful if you would consider updating or removing your HelloPeter review to reflect the final resolution. Customer feedback is important to us and helps other customers understand the full outcome of their experience.
Thank you once again for your support, and please feel free to contact us should you require any further assistance in the future.
Kind regards,
Patricia
Dear Fayyada,
Thank you for allowing us the opportunity to assist and resolve this matter for you.
We appreciate your patience throughout the assessment and repair process, and we are pleased that a suitable resolution was reached.
If you are satisfied with the assistance and outcome provided, we would be grateful if you would consider updating or removing your HelloPeter review to reflect the final resolution. Customer feedback is important to us and helps other customers understand the full outcome of their experience.
Thank you once again for your support, and please feel free to contact us should you require any further assistance in the future.
Kind regards,
Patricia