VERIMARK HEAD OFFICE SERVICE CENTRE - GENESIS

I purchased a GENESIS vacuum cleaner and about 2 months in, (and hardly used), the motor packed up.

I returned the vacuum cleaner to Game stores. The Verimark representative told me its not the motor, its because I don't clean the filter and the machine just needed a new filter. I must point out that I hardly used the vacuum. When he realized that that it was in fact the motor, he advised me that the vacuum cleaner won't be replaced but will be repaired.

Verimark Head Office Service Centre prepared a quotation on 12 November 2020 (for the filter that I had to pay for - repairs were to be at no charge). They only emailed the Quote 6 days later on the 18th November. I immediately made payment and send proof of immediate payment through so that they could go ahead and repair my vacuum cleaner. It is now almost a month later and STILL my vacuum isn't repaired. I have sent emails about progress with the repairs and I am ignored. When I called, i was told that payment only reflected in Verimark's account at the end of the month (end November) hence the reason for the vacuum not being repaired as yet. Why did I then do an immediate payment? I also emailed proof of payment and received an emailed response advising that payment was received and all in order.

The payment was for A FILTER that I can purchase at any store! The payment was not for repairs! The repairs are at NO CHARGE! Why did they not go ahead and repair my vacuum cleaner already? If I didn't pay for the filter, they could have gone ahead and repaired and tested with a filter that I am certain they have in the workshop.

This morning I called the number on the Quote - *** and the person answering the phone didn't seem to understand that I needed to speak to someone working in repairs! I was put through to a number that wasn't answered and I eventually gave up.

Totally frustrated!