Complaint

Good Day,

I would like to lodge a complaint against your company's representatives in South Africa. I bought my stove and had it installed in my home July 2017. Last month I noticed a crack on the glass and proceeded to call your offices for assistance and process to replace the top glass as the product was/ is still under warranty.

From the day I placed the call I have experienced nothing but unprofessionalism and condescending attitude from your staff members. I will chronicle each incident below:

The first incident occurred when I was at work, I received a phone call informing me that a technician was ten minutes away from my house. No where did it occur to them to call me in advanced to inform me when they will be sending a technician. They just assumed that I will be at home available to attend to them- luckily a friend was at my house therefore was able to let the two technicians in.

Upon assessment the technician by the name of Dan Raletjan informed her that the crack could be due to two reason; the stove was incorrectly in stored when there wasn't enough space to fit the glass and that the technician might have pressed it down ( he took measurements). The other explanation from Dan was that it could be the sensor's malfunction. He took notes and then informed my friend that someone from the office will call to make arrangements to replace the stove. Please note that Today is March 06, 2017 and I have not heard anything from them.

After the technicians visit I heard nothing from your offices, I then made another call. This time I was told the crack was caused by " human error". I fail to understand how they came to this conclusion and why the results performed on site contradicts what I was told

Over the phone.

I then insisted they send the technician when I am at home so I can personally deal with them. I made it perfectly clear that they could come on Saturday anytime between 8:00am & 10:00am however, because my time is not valued by your company; the technician didn't come and at around 10:30 he called to tell me that he was still at another location- mind you the location he was referring to is Johannesburg CBD which is about 30-45minutes away from my house. I declined for him to come as that was not the agreement.

I then called your offices again to update them of the latest huddles and NOTHING was done.

The last incident, the two technicians were again sent to my house. I was under the impression that they were being stationed to replace the stove and to my surprise they came to do the same thing they did the first time they visited my house.

To be quiet frankly this kind of service is appalling. It shows that Hirsch does not grasp the concept nor customer service and nor do they care.

I have waited long enough for this matter to be resolved but it seems NO ONE is actually willing to their jobs and or people are not even competent enough to grasp the magnitude of their responsibilities.

I hope this matter is resolved as soon as possible. You have definitely lost a customer in me and I will make sure to let others aware of the poor workmanship from the people who represent your company. I am expecting a steadfast service into fixing my stove.

Sincerely,

Grace