MR
Melissa R
1 reviews | Active since Aug 2021
02 Jun 2022, 12:08
Terrible service and after service!
In March last year, I purchased a Verimark vacuum cleaner from Game. The salesman raved about this vacuum cleaner. 9 months later, it would stop working (overheat) while in use. I took it back in the box with the slip.
I was promised it would be sorted out and I would be contacted in 21 working days most likely with a replacement/voucher. A month later, still no word. I went back and stood for 45 minutes waiting to be helped. The Verimark salesman came and was more worried about flirting with his helper than even greeting me. I was promised to be phoned as Verimark were not answering - no phonecall.
My husband and I went back a couple of weeks later - I had my 1 year old with me. We were told to wait as the same salesman was on lunch. When asking to speak to a manager, the lady behind the desk called the office and my request was IGNORED. We waited a further 15 minutes with a crying 1 year old to watch our salesman casually walk in. Suddenly when meeting my husband, he worked a little harder at phoning Verimark repairs - for us to be told that we needed to pay R500 or they would not fix the 9 month old vacuum cleaner as it was due to our negligence - we used it once a week in 2 bedrooms - we cleaned it out regularly - for 9 months! to be told this WAS OUR FAULT!
Needless to say - we did not pay and got our broken vacuum back not repaired.
TERRIBLE SERVICE - TERRIBLE MANAGEMENT
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Replies (3)0
Replies (3)
Verimark's replyOfficial
02 Jun 2022, 12:46Dear Melissa
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 and lack of customer service has fallen short of our high standards.
Please see below guidelines that fall within our policies and the CPA.
15 Day money back guarantee
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.
Please take the product to your nearest 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. It would be easier if you could book it in at a Verimark store
Please take the product to your nearest 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. It would be easier if you could book it in at a Verimark store
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 to customer care.
If you require further information to hesitate to contact us directly.
Kind regards
Verimark team
Verimark's reply02 Jun 2022, 12:46
Official
Dear Melissa
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 and lack of customer service has fallen short of our high standards.
Please see below guidelines that fall within our policies and the CPA.
15 Day money back guarantee
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.
Please take the product to your nearest 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. It would be easier if you could book it in at a Verimark store
Please take the product to your nearest 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. It would be easier if you could book it in at a Verimark store
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 to customer care.
If you require further information to hesitate to contact us directly.
Kind regards
Verimark team
MR
Melissa R's updateReviewer Update
02 Jun 2022, 14:13Thank you for your copy and pasted response - if you read the message I did take it back... it got booked in... I was told that it will be repaired at my expense - R500 - this is half of what I paid for the machine 9 MONTHS PRIOR! We are not negligent with any of our appliances!
MR
Melissa R's update02 Jun 2022, 14:13
Reviewer Update
Thank you for your copy and pasted response - if you read the message I did take it back... it got booked in... I was told that it will be repaired at my expense - R500 - this is half of what I paid for the machine 9 MONTHS PRIOR! We are not negligent with any of our appliances!
Verimark's replyOfficial
02 Jun 2022, 14:55Hi Melisa
We did read and understood your query
However, we are advising you to book the unit to our store to be sent to our Head office for the assessment and provide you with the outcome
Thank you
We did read and understood your query
However, we are advising you to book the unit to our store to be sent to our Head office for the assessment and provide you with the outcome
Thank you
Verimark's reply02 Jun 2022, 14:55
Official
Hi Melisa
We did read and understood your query
However, we are advising you to book the unit to our store to be sent to our Head office for the assessment and provide you with the outcome
Thank you
We did read and understood your query
However, we are advising you to book the unit to our store to be sent to our Head office for the assessment and provide you with the outcome
Thank you