Formal Complaint Regarding Ongoing Fridge/Freezer Repairs – IRS Durban

To whom it may concern, I am writing to formally escalate an ongoing issue with IRS Durban after exhausting all reasonable avenues to resolve this matter directly. Our fridge freezer was initially diagnosed as requiring a compressor replacement, as it was reportedly not functioning. This replacement was carried out, after which we were informed that the PC board was also faulty and required replacement. Despite these interventions, the appliance remained defective. The fridge section began freezing completely, effectively turning it into a freezer, while the ice machine has remained non functional throughout. We have been charged for multiple part replacements, several of which appear not to have been faulty. In addition to the financial cost, we have been without proper refrigeration during the hottest part of the year and suffered significant food loss due to freezing. The inconvenience and impact of this cannot be overstated. Of particular concern is that the service centre is now removing usable spare parts from our appliance while charging us for new replacements, yet the fridge remains broken. After nearly a month, the appliance is still not functional, and the burden of identifying and explaining the fault has effectively fallen on us as the customers. This level of service is deeply disappointing and unacceptable for a major household appliance. I have made repeated attempts to resolve this directly with IRS, however progress has been unreasonably slow and communication has been extremely difficult. At this stage, it feels as though we are being unfairly exploited rather than assisted. Should this matter not be resolved urgently and satisfactorily, my next step will be to submit a formal complaint to the KwaZulu Natal Consumer Protection Department. This will include a full timeline of events, all costs incurred for unnecessary repairs, and the value of groceries lost as a direct result of the ongoing malfunction and failed repairs. We purchased this appliance brand new at a cost of nearly R30 000. The quality of service and repair support we have received is entirely inconsistent with both the price point of the product and reasonable consumer expectations. I trust this matter will now receive the appropriate attention and look forward to your prompt response.