R2500 Vacuum cleaner broke after just 8 months

Item: Verimark
Rating: 1
Author: Stella M

We bought a Genesis vacuum cleaner at the Bedford Center store on 3 May 2024. Today, the motor has seemingly given up. We have hardly even used it since we bought it. If we used it 15 times, it would be a lot. The problem now is that we've moved since and I cannot find the receipt. I do however have the proof of payment on my bankstatement. Is there anything you can do to assist in this situation?

Helpful (0)

Replies (4)

Verimark's replyOfficial

30 Dec 2024, 07:33

Dear Stella Maris ,

Thank you for reaching out to us. We are sorry to hear about the issue with your vacuum cleaner.

Please see below the guidelines which fall within our policies and the Consumer Protection Act (CPA):

15-Day Money Back Guarantee:
- Proof of purchase is required.
- This is a satisfactory guarantee we offer to our customers.
Product Inspection Policy:
- When a customer has the opportunity to inspect goods prior to purchase, there is no automatic right or “cool off” period for a return or refund if dissatisfied with the product or its performance.
- However, we still offer a 15-day money-back guarantee, which is not even prescribed by the CPA.
Items Over R399.00:
- Products must be assessed before a refund, repair, or exchange is provided. This can be done in-store.
Repairs and Warranty Guidelines:
- Within 6 Months from Purchase Date:
  - Receipt or proof of purchase is required.
  - A technical assessment will be done.
  - Customers have the option of a repair, exchange, or refund if a defect is detected.
  - If customer abuse is detected, no refund or exchange will be offered.
  - Repairs are guaranteed for three months, running concurrent to the original guarantee.
- Outside the First 6 Months but Within the Guarantee Period:
  - Proof of purchase is required.
  - Only repairs will be offered after a technical assessment.
  - Repairs will carry a three-month guarantee, running concurrent to the original guarantee.
- If the repair fails within three months, the unit will be repaired again under the same terms.

Please provide your proof of payment from your bank statement and bring the vacuum cleaner to your nearest Verimark store for assessment. We will do our best to assist you within these guidelines.

Kind regards,
The Verimark Team

Verimark's reply30 Dec 2024, 07:33

Official

Dear Stella Maris ,

Thank you for reaching out to us. We are sorry to hear about the issue with your vacuum cleaner.

Please see below the guidelines which fall within our policies and the Consumer Protection Act (CPA):

15-Day Money Back Guarantee:
- Proof of purchase is required.
- This is a satisfactory guarantee we offer to our customers.
Product Inspection Policy:
- When a customer has the opportunity to inspect goods prior to purchase, there is no automatic right or “cool off” period for a return or refund if dissatisfied with the product or its performance.
- However, we still offer a 15-day money-back guarantee, which is not even prescribed by the CPA.
Items Over R399.00:
- Products must be assessed before a refund, repair, or exchange is provided. This can be done in-store.
Repairs and Warranty Guidelines:
- Within 6 Months from Purchase Date:
  - Receipt or proof of purchase is required.
  - A technical assessment will be done.
  - Customers have the option of a repair, exchange, or refund if a defect is detected.
  - If customer abuse is detected, no refund or exchange will be offered.
  - Repairs are guaranteed for three months, running concurrent to the original guarantee.
- Outside the First 6 Months but Within the Guarantee Period:
  - Proof of purchase is required.
  - Only repairs will be offered after a technical assessment.
  - Repairs will carry a three-month guarantee, running concurrent to the original guarantee.
- If the repair fails within three months, the unit will be repaired again under the same terms.

Please provide your proof of payment from your bank statement and bring the vacuum cleaner to your nearest Verimark store for assessment. We will do our best to assist you within these guidelines.

Kind regards,
The Verimark Team

Stella M's updateReviewer Update

18 Jan 2025, 17:11

We took the vacuum to the store and they said 14 days. It is now going on 21 days and we still don't have the vacuum back. What on earth could take this long??..

Stella M's update18 Jan 2025, 17:11

Reviewer Update

We took the vacuum to the store and they said 14 days. It is now going on 21 days and we still don't have the vacuum back. What on earth could take this long??..

Verimark's replyOfficial

20 Jan 2025, 07:02

Hi Stella
Thank you for your email.
Kindly note that repair takes up to 21 turnarounds,
Kindly contact our customer service on *** for an update
Kind regards
The Verimark team

Verimark's reply20 Jan 2025, 07:02

Official

Hi Stella
Thank you for your email.
Kindly note that repair takes up to 21 turnarounds,
Kindly contact our customer service on *** for an update
Kind regards
The Verimark team

Stella M's updateReviewer Update

21 Jan 2025, 07:30

There was no repair. They literally had to replace a filter!!!!

Stella M's update21 Jan 2025, 07:30

Reviewer Update

There was no repair. They literally had to replace a filter!!!!