Poor Quality Genesis hydrovac extreme 2 and poor Verimark customer care

Item: Verimark
Rating: 1
Author: William S

I bought a Genesis hydrovac extreme 2 at Mall of the South on 30 October 2020 and only started using it in January 2021. The machine was used a total of less tan 10 times for normal vacuuming and only once for wet vacuuming. In February when trying to wet vacuum the water would not come out of the machine. I took it back to the store and it was tested and confirmed by the store clerk that there is an issue with the motor, to which he went ahead to tell me that the machine will be repaired. i informed him that i have a right to choose what i want to have happen as per my consumer rights since it has not been 6 months since the purchase. The machine was booked in at Verimark for a technical assessment on the 28th of February. Today being the 04th of March I called their call centre and spoke to Khanyi Sibisi who rudely told me that Verimark's policy is to refund or exchange only within 15 days, from there onward they do repairs only and a customer cannot choose what they want to have happen even though this is against the Consumer Protection Act. On the booking form I specifically indicated that I want a new machine as my first preference failure to that I want a full refund and will not enter into discussions of repairs with Verimark. It is rather disappointing that such a huge business is not training their staff on Customer rights and care.

Helpful (0)

Replies (3)

Verimark's replyOfficial

04 Mar 2021, 09:46

Dear William ,

Thank you for informing us of your disappointing experience with a recent purchase of our Genesis Hydrovac Extreme 2

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 note that we follow the rules and regulation of the CPA as per below for your perusal.

Please see below guidelines which 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
Receipt is required for proof of guarantee
Technical assessment to be done.
Customer has the option of Repair, Exchange or Refund.
In the event whereby customer abuse is detected, no refund or exchange 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 not add three months to the original guarantee)
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
Receipt is required for proof of guarantee
Technical assessment to be done.
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 not add three months to the original guarantee)

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

In order to expedite the process, could you kindly advice

Can you kindly send us the reference number from our Verimark store in Mall of the south in order for to investigate as to what happened

Await your response

Kind regards
Verimark team

Verimark's reply04 Mar 2021, 09:46

Official

Dear William ,

Thank you for informing us of your disappointing experience with a recent purchase of our Genesis Hydrovac Extreme 2

Please note that we follow the rules and regulation of the CPA as per below for your perusal.

Please see below guidelines which 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
Receipt is required for proof of guarantee
Technical assessment to be done.
Customer has the option of Repair, Exchange or Refund.
In the event whereby customer abuse is detected, no refund or exchange 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 not add three months to the original guarantee)
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
Receipt is required for proof of guarantee
Technical assessment to be done.
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 not add three months to the original guarantee)

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

In order to expedite the process, could you kindly advice

Can you kindly send us the reference number from our Verimark store in Mall of the south in order for to investigate as to what happened

Await your response

Kind regards
Verimark team

William S's updateReviewer Update

04 Mar 2021, 10:11

Thanks for your response, I shall await your feedback on the Technical assessment

William S's update04 Mar 2021, 10:11

Reviewer Update

Thanks for your response, I shall await your feedback on the Technical assessment

William S's updateReviewer Update

08 Mar 2021, 16:11

Good day,please note that I just got a call from Verimark mall of the South, telling me to come collect the Genesis hydrovac extreme 2, as the machine was repaired. This is a direct violation of CPA as this was never discussed with me and I never agreed to any repairs being carried out.

William S's update08 Mar 2021, 16:11

Reviewer Update