JAMSON STONE – dispute with Quartz purchases

In 2023 I contacted Jamson Stone and chatted to a Sales Representative, Mr Allan Reddy, whom I had all my interactions and communications with. In December 2023 we contracted Mr Robert Nxumalo of MG Granite and Quartz (a preferred Fabricator on Jamson’s list). He was highly recommended by Allan Reddy (as per our email). He further indicated that their “Life-Time” warranty as advertised, would only be fulfilled if I used a Fabricator on their preferred list! We bought a unit in a newly-built complex and all our Quartz tops were purchased from Jamson Stone. The issue at hand was specifically with the 4 slabs in the Kitchen – the Micheal Angelo design. Upon completion of the installation all slabs were covered in black plastic to protect them of scratches/damages since other Contractors were also working on site. However, the 1 slab at the stove/hob section was not covered at the time when we visited because the Electrician was installing the hob. We noticed a defect circle which was very visible and brought it the Jamson Stone’s attention. Allan Reddy immediately arrived with Robert Nxumalo and they both indicated that they had this problem previously and the Assessor was booked to access the defect. They confirmed that it was a factory defect and the replacement was scheduled for early January 2024 when they opened the factory and it was replaced. We moved into our complex at the end of January 2024 and upon removing all the black plastic of the Kitchen slabs we noticed the other 3 slabs had the same defect – same size and all positioned towards the edge of the slabs. Again, we reported it to Robert Nxumalo and Allan Reddy, and the Accessor came in again and assessed the slabs and provided the report to the National Sales Manager, Mr Russell Oosterberg. I then had to follow up several times for the replacements since it was a factory defect. I also asked for my Invoice and Warranty Certificate and nobody could help. Payment was made as per the Sales Quote, as requested by Allan Reddy because the slabs would not be released to the Fabricator. To my surprise, Russell Oosterberg refused to entertain my query and insisted that it was not the same defect even though the Accessor’s report indicated so. This seems obvious that replacing 3 more slabs were going to be costly! He said they cannot help me and I can take it up with the KSA (The Kitchen Specialists Association), which I did. I completed a dispute form and provided all the evidence necessary. The KSA representative, Ms Tracy Hicks, came and inspected the stones and tried to arrange with Robert Nxumalo to meet her. Most times he never answered our calls, however, he answered my calls if I used another cell phone and promised to attend the next meeting but he never pitched. He never responded to any of my numerous What’s App messages either! Apparently, Jamson Stone also tried to get hold of Robert Nxumalo without success but I find that hard to believe since his workshop is on the same street as their Show Room. I also called Allan Reddy several times and when he eventually answered he indicated that he no longer works at Jamson Stone. Tracy Hicks concluded her assessment, however, in Robert Nxumalo’s absence and without facts nor evidence or even visiting his workshop - reporting that it could only be the Fabricator’s fault who could have placed the slab on a drum because it’s a circle, etc. etc. To my absolute shock and horror, I insisted that they need to visit Robert Nxumalo’s workshop and speak to him about the allegation of the “co-called” drum. She just said he is not answering, even though they had his physical address and no inspection was carried out. However, Tracy Hicks only reported on a 900mm x 900mm waterfall piece in the kitchen that seemed to have a factory defect and reported it for a replacement – this was obvious that a small expense on Jamson’s part would make it seem that they are acting fairly. However, I waited a long time and after numerous follow-ups, I was informed that there was no stock available! Additionally, I insisted that it does not make sense to blame Robert Nxumalo who did not have any input in this matter. I asked the following questions which was not explored nor answered to-date: (1) If he did used a drum to rest it on – then it would make sense that he would have to use 2 drums to balance the slab, not 1 as the slabs are very heavy? (2) You cannot speculate nor assume WITHOUT ANY FACTS nor EVIDENCE? (3) Why would Robert or anybody place the polished side of the slab on a drum, and, as well as the edge of a slab, and, cut into it? (4) The defect circles were all on the edges of the slabs where only ¾ or ½ of the defect circles were visible – nobody will be able to cut the edges into a so-called drum – really unbelievable; (5) Assuming that Robert placed the polished sides on a drum then why does all the other slabs installed in the house (the Galaxy White design also very large slabs in 4 other rooms) does not have these defect circles? (6) Then why was the 1 slab replaced with confirmation that it was the exact same factory fault experienced previously? Tracy Hicks indicated that Jamson Stone might have done it out of goodwill. Really!!!, in today’s times since (1) customer service is noted to be appalling, (2) businesses are generally ruthless just to make a sale, and (3) not forgetting that all parties ensure that payment is required upfront so you the customer cannot do anything thereafter! (7) Note: I also did not receive my Invoice until 2025 after numerous requests to Tracey Hicks, however, to-date I have never received my warranty certificate. Nobody cares! (8) If Robert Nxumalo of MG Granite and Quartz is your preferred fabricator on your list, they why is he not contacted to get involved in this matter – what does this say about his accountability and commitment in having him on your preferred list? Failing my communications with Tracy Hicks – I requested to speak to her manager. I then received an email from Stephanie Forbes of the KSA, who had no regard for the man in the street, nor did she address any of my issues above. This was clear that I was just a nobody and their loyalty to companies affiliated to them, was priority. Much later, I emailed the senior person of Jamson Stone, Jameel Ebrahim, who refused to meet me and view the defects nor answer any of my issues above and simply responded that “The KSA made a judgment and we adhered to their instructions”. I am 66 years old and at this point in my life, do NOT have the time and energy to go to the Small Claims Court and fight this matter further. This could take forever! I AM THEREFORE SHARING MY EXPERIENCE AND PLEADING TO THE GENERAL PUBLIC, especially Seniors, TO BE ALERTED AND INFORMED WHEN DEALING WITH JAMSON STONE WHETHER IT’S THROUIGH A FABRICATOR OR DIRECTLY - JUST TO ENSURE THAT THE SAME DOES NOT HAPPEN TO YOU! HOWEVER, JAMSON STONE HAS A REPUTATION AND THEY DON’T CARE ABOUT CUSTOMER SERVICE WHEN IT COMES TO RESOLVING ISSUES - JUDGING FROM STORIES/ISSUES OF OTHER PEOPLE IN THE COMPLEX.