LB
Len B
1 reviews | Active since Jul 2015
16 Sept 2021, 10:05
Genesis Cyclovac vacuum cleaners are *******
Hi, Unusually the the service has been good only a bit slow: The complaint is about one of the products. I purchased a Genesis Cyclovac just over a year ago and this has been back to Verimark for the same problem 4 times. Problem is thermal overload cutout. Every time I get it back I get a bill for a new Hepa filter and I am told we need to clean this. We do this after every vacuum and the problem still occurs - we also replaced the Hepa ourselves - problem remains. When I returned this for repair again I was confidentially told by the sales lady that she tries not to sell these as this is a recurring problem. I tried to return or trade in the unit - Verimark not interested. Well I give up - the unit is at your 4ways branch unrepaired - keep it and please recycle your junk.
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Verimark's replyOfficial
16 Sept 2021, 11:07Dear Len
Thank you for the below email
Please note that Verimark follows the consumer protection act very closely regarding our products.
Please see below guidelines that fall within our policies and the CPA.
15 Day money-back guarantee
- Proof of purchase required.
- This is a satisfaction guarantee we offer our customers.
- When a customer can 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 a 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 a refund. (This may be done in-store)
Repairs
- Within 6 months from the purchase date
- A receipt is required for proof of guarantee
- Technical assessment to be done.
- The customer has the option of Repair, Exchange, or Refund.
- In the event whereby customer abuse is detected, no refund or exchange is to be offered as this only applies to defects on the product.
- 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 does not add three months to the original guarantee)
- In the case where the repair fails and the unit is returned within three months from the original repair, the customer then has the right to a Refund, Exchange, or Repair.
- Outside the first 6 months from the purchase date but within the guarantee period
- The customer only has the option of Repair.
- The repair will be guaranteed for a period of three months, which will run concurrent to the original guarantee. (Will does not add three months to the original guarantee)
- In the case where the repair fails and the unit is returned within three months from the original repair, the unit must be repaired again with another three-month guarantee, also to run concurrently
Verimark has repaired and honoured our guarantee
Note the Genesis Cyclovac is designed with the Thermo cut to protect your motor from burning up
I, unfortunately, cannot change the above policy which is the company policies and procedure.
You are welcome to contact us should you require further information
You are welcome to contact us should you require further information
We appreciate the trouble that you took to bring this matter to our attention
Thank you
Verimark's reply16 Sept 2021, 11:07
Official
Dear Len
Thank you for the below email
Please note that Verimark follows the consumer protection act very closely regarding our products.
Please see below guidelines that fall within our policies and the CPA.
15 Day money-back guarantee
- Proof of purchase required.
- This is a satisfaction guarantee we offer our customers.
- When a customer can 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 a 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 a refund. (This may be done in-store)
Repairs
- Within 6 months from the purchase date
- A receipt is required for proof of guarantee
- Technical assessment to be done.
- The customer has the option of Repair, Exchange, or Refund.
- In the event whereby customer abuse is detected, no refund or exchange is to be offered as this only applies to defects on the product.
- 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 does not add three months to the original guarantee)
- In the case where the repair fails and the unit is returned within three months from the original repair, the customer then has the right to a Refund, Exchange, or Repair.
- Outside the first 6 months from the purchase date but within the guarantee period
- The customer only has the option of Repair.
- The repair will be guaranteed for a period of three months, which will run concurrent to the original guarantee. (Will does not add three months to the original guarantee)
- In the case where the repair fails and the unit is returned within three months from the original repair, the unit must be repaired again with another three-month guarantee, also to run concurrently
Verimark has repaired and honoured our guarantee
Note the Genesis Cyclovac is designed with the Thermo cut to protect your motor from burning up
I, unfortunately, cannot change the above policy which is the company policies and procedure.
You are welcome to contact us should you require further information
You are welcome to contact us should you require further information
We appreciate the trouble that you took to bring this matter to our attention
Thank you