Non existing service.

I am in the unfortunate position to own a Jet master gas braai. I live in Pretoria. All the rock in the fire tray has disintegrated after replacing it 4 years ago getting the replacement rock from Builders warehouse. It is a fact that after time the rock turns onto powder and disintegrates. I have traveled to all the retailers in Pretoria to replace the rock. All the stores have the same answers. "we have not seen a rep in years and when we order it it does not arrive. Today I called Jet master directly and was referred to a store Calmino Living in Pretoria who are agent I was told who stock the replacements items. May I say again I was not surprised when told sorry we don't have stock and I should rather order it from Jet master directly out of Johannesburg. So I call them back and was confronted with a receptionist that just cold not understand my frustration when I was told just delivery cost would be R450. 00 excluding vat and the cost of the goods. She actually told me to shut up. I then asked to speak to the manager. I spoke to a Mr. Reinhard. He told me that the big retail stores threw Jetmaster out of their stores and that orders for replacing the rock is exceptionally minimal. What a joke Well what can I say. I am retired from retail stores 37 years now. At one stage of my career I was a buyer for a known retail store. I have no difficulty now understanding why Jet master is not represented in the large known retail stores. If I was a buyer at a retailer store and experienced such pathetic service and arrogance, I cetainly whould not have listed Jetmaster products. I'm actually surprised that they are still in business. I would have thought that replacement vulcanic rock should be available at all times from accredited retailers in all major cities. It is important for customers to note that no ordinary rock can be used other than the vulcanic rock that was designed for use by this manufacturer. It is actually dangerous to use other rock which can explode and cause serious injuries. I will there also write to the ombutsman regarding this problem.

Hennie Luies