ZERO ACCOUNTABILITY & INTEGRITY FOR AFTER SALES CLIENT SERVICE

I bought an ELBA 900MM 5 Burner Gas/Elec S/S stove cash Makro, Centurion on 25/11/2017 with a normal 2 Year Warranty. Sales person: 3287 - Keitumetse Makgoba. I take an extended 3 Year warranty policy (25/11/2019 - 25/11/2022) from Pauline Mahlangu, 3152 (Policy No: 09/141015 & Warranty Barcode: 6001505602014). Product registration was also done. On 08/09/2019 (Makrosure: Ref David & No: 259212) my spouse reported that the oven had a strange 'rubber burning like' smell while cooking and she noticed the oven fan just stopped. I reported it to ELBA SA and were referred to work through Makro, Centurion; who sold us the product and provided the guarantees. We did it, and Makro arranged an ELBA M&R Agent to come and repair the stove. My spouse noticed that the elba Agent replaced the complete fan box and there-after it worked 100% again until 25/02/2021, about only 1 Year 5 Months after it was repaired. The stove REPEATED the SAME MALFUNCTION as mentioned but this time the whole stove's electricity went dead. On 01/03/2021 I made an official email complaint to ELBA SA & MakroCare and Qinisekile Masuku responded and apologised for the inconvenience of not having the capability of a stove oven to prepare food for our family. I provided ALL purchase & extended guarantee documents and my MAKRO Card No. Again Qinisekile Masuku apologised for the delay in repair action and taking time to resolve the matter; giving me hope that something will happen very soon; if not the same day then the day there-after. Great is my disappointment with MakroCare's client support section and ELBA SA due to the fact that since last Monday and after correspondence on receiving my urgent complaint and request for support in line with your extended 3Y warranty; neither my spouse nor I as client received a personal call to arrange replacement and/or repair booking of the stove that keeps on giving the same challenge and being a HUGE FIRE and/or CHEMICAL BIOLOGICAL POISENOUS GAS RELEASE OHS Hazard in the house with children around. I expect that ELBA SA's CEO and Makro SA CEO will ensure service of excellence but NO; I am left for more than a week with an unserviceable domestic essential product for preparing food for the house. I keep both Makro SA & ELBA SA personally responsible for any OHS incident while my spouse must use the 5 gas burners manually to try and make some food of sort for us because the oven is totally unserviceable.

This ELBA product cannot have the SABS status of reliability & good standard! I expect either a personal call from Makro SA & ELBA SA in this regard and some plan of action on the immediate Way Forward but we as a family, and especially my spouse cannot struggle on as current to risk & try prepare food for the family with school going children and a working husband, not forgetting the SERIOUS OHS hazard this product bears in our home for malfunctioning time-after-time (My wife is already traumatised and very afraid to use the ELBA GAS/ELEC stove due to what is happening). I am of opinion that ELBA SA sold me via Makro, Centurion a faulty ('dud') product that breaks each time for the very same reason and due to this:

Either ELBA SA come and test their product and if it is found to have a manufacture fault ("dud"); fixed and replace what is faulty, and then provide me with another 2 + 3 Year Warranty as show of trust in their products; or Either ELBA SA come and test their product and if it is found to have a manufacture challenge to replace the full ELBA product with a brand new ELBA stove Gas/Elec product that are NOT FAULTY at all; or Come immediately with their best factory specialist technician, Test & fixed the current ELBA stove Gas/Elec product with the agreement if it breaks for the very same reason again they will replace it with an ELBA stove product of my choice as client bearing the after sales uncomfortable challenges as well as difficulties of an ELBA SA product paid for that should be of excellent quality and service; and a new 3 Year Extended Warranty put into place of date replaced on ELBA SA / Makro SA's own account. AT present it seems that there are zero interest and/or action to support clients like us with valid extended guarantees, etc from Makro SA (Centurion Branch) and ELBA SA. Even the fact that their product might cause harm (OHS Hazard) and they kept liable in a court of law does not let either of them take accountability. What a shame ELBA & MAKRO!!