Item: Verimark
Rating: 2
Author: Kumarin C

Verimark's replyOfficial

22 Oct 2020, 10:34

God day Kumarin Please note that Verimark follows the consumer protection act very closely regarding our products. 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.

We can assure you that all our products are manufactured under strict quality control procedures to satisfy our consumers.

Should you require any further assistance, please contact our Customer Care Department on ***and one of our friendly consultants will be able to assist.Kind regardsVerimark team

Best regards,

Verimark's reply22 Oct 2020, 10:34

Official

God day Kumarin Please note that Verimark follows the consumer protection act very closely regarding our products. 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.

We can assure you that all our products are manufactured under strict quality control procedures to satisfy our consumers.

Should you require any further assistance, please contact our Customer Care Department on ***and one of our friendly consultants will be able to assist.Kind regardsVerimark team

Best regards,

KC

Kumarin C's updateReviewer Update

22 Oct 2020, 14:44

Thank you for the response. My unhappiness and subsequent bad review relates to what I consider poor customer service. Tenets of good customer service i believe are "not treating the customer as a number and paying them attention" and "not just exploiting them for your own purely commercial agenda". Your response (1) looks route (2) looks as if all you trying to achieve is to influence someone who reads this into thinking you have a robust system to ensure the customer gets a fair deal.
My incident was very specific to the final guarantee period (not referring to all the different checks you are suggesting you take to ensure the customer is treated fairly and gets quality) - and specifically the short period between the guarantee lapsing and breakage (29 days - which in my case is 9 times cleaning a 3 bedroom house). I expressed unhappiness in that you showed no latitude given that normal individuals do not expect the appliance to fail just outside the guarantee and to have no cover! I now further express unhappiness in how you have chosen to interact with me e.g. not calling me, asking me to call your support number etc. I believe all these things reflect the integrity of the company and its values - ie my original warning to other consumers / customers.
Also when you "roll out" your various periods for product quality to be assured and your customers to be protected you should highlight that if there is an event that falls outside of your grace period of a day or 2, then you will not attempt to see the specific situation nor offer an alternate solution ... as an example in my case offered to repair at your cost price; or a cost share on the repair; or a voucher for my next verimark purchase etc etc ...
=> my review is simple "you are not a company with customer service integrity that might give strength to your product guarantee"

KC

Kumarin C's update22 Oct 2020, 14:44

Reviewer Update

Thank you for the response. My unhappiness and subsequent bad review relates to what I consider poor customer service. Tenets of good customer service i believe are "not treating the customer as a number and paying them attention" and "not just exploiting them for your own purely commercial agenda". Your response (1) looks route (2) looks as if all you trying to achieve is to influence someone who reads this into thinking you have a robust system to ensure the customer gets a fair deal.
My incident was very specific to the final guarantee period (not referring to all the different checks you are suggesting you take to ensure the customer is treated fairly and gets quality) - and specifically the short period between the guarantee lapsing and breakage (29 days - which in my case is 9 times cleaning a 3 bedroom house). I expressed unhappiness in that you showed no latitude given that normal individuals do not expect the appliance to fail just outside the guarantee and to have no cover! I now further express unhappiness in how you have chosen to interact with me e.g. not calling me, asking me to call your support number etc. I believe all these things reflect the integrity of the company and its values - ie my original warning to other consumers / customers.
Also when you "roll out" your various periods for product quality to be assured and your customers to be protected you should highlight that if there is an event that falls outside of your grace period of a day or 2, then you will not attempt to see the specific situation nor offer an alternate solution ... as an example in my case offered to repair at your cost price; or a cost share on the repair; or a voucher for my next verimark purchase etc etc ...
=> my review is simple "you are not a company with customer service integrity that might give strength to your product guarantee"

Verimark's replyOfficial

26 Oct 2020, 07:14

Dear Kumarin Thank you for bringing your matter to our attention We can see from the attached document that you have accepted the quotation as you are aware that your vacuum cleaner is out of our 2 years guarantee Verimark aligns itself with the CPA and will gladly guarantee any repairs for a period of three months from date of repair.

We are happy we were able to resolve this matter for you.

Please feel free to contact us directly should you require any further assistance.

Kind regards,

Patricia

Best regards,

Verimark's reply26 Oct 2020, 07:14

Official

Dear Kumarin Thank you for bringing your matter to our attention We can see from the attached document that you have accepted the quotation as you are aware that your vacuum cleaner is out of our 2 years guarantee Verimark aligns itself with the CPA and will gladly guarantee any repairs for a period of three months from date of repair.

We are happy we were able to resolve this matter for you.

Please feel free to contact us directly should you require any further assistance.

Kind regards,

Patricia

Best regards,

Verimark guarantee is weak