Appalling and despicable customer service and experience

Appalling and despicable customer experience and service - Makrosure and their Repairs Service provider

I would like to refer a matter to you regarding a claim that was processed by the extended warranty team for a Samsung washing machine i purchased July 2022 and took an extended warranty policy.

On the 16th of April, I called Samsung regarding an issue with the Samsung washing machine I purchased from Makro, the technical support team assessed the machine virtually and confirmed that it required a technical to physically assess the machine as they couldn't succeed with the virtual troubleshooting of the machine.

Because the machine was out of warranty Samsung advised that I call Makro strubevalley for further assistance, Samsung issued a ticket number for the virtual assessment of the machine Ref#7121716682

On the same day I called the extended warranty contact centre, the claim was process and I was provided a reference number LB4C

I followed up for 2 weeks with no success until I called Makro strubenvalley and the lady by the name of Kelebohile assisted me on the same day a technician from their service provider by the name of Prince was dispatched, unfortunately he could not resolve the matter and informed that he did have the right size part to fix the machine and needed to take in room thwor workshop to fit a proper part.

That was on the 30th of April when Prince took my washing machine.

I have been following up with Makro, the extended warranty team and the service provider and I must say the service provided is appalling between the three stakeholders none wants to take accountability and give me proper feedback or status of the progress of the repairs.

Today I was informed that it will take 2 weeks to repair my machine after waiting for 6 weeks. Additionally, they informed me only today that their repairs period takes 6 weeks and they are still within the SLA.

Who on earth cared to inform about this.

I have also referred this matter to the short term insurance Ombudsman.

I am so disappointed 😞 and disgusted by the level of bad service I experienced 😑