Review ofMasterCare South Africa
MasterCare South Africa
3.1|121 reviews
LC
Leandri C
1 reviews | Active since Member
11 Mar 2026, 10:14
Worst service ive ever received
If i could give 0 stars i would. I have been with mastercare for years and honestly never had the best service but it was ok service. 2years ago in 2024 around september/October i had issues with my washing machiene, so i logged a call. They responded a week later with an email saying they will arange for a tech to come out, 2 weeks go by and nothing, we phone to follow up they send someone out a week after this. This tech says machine needs to go in to the workshop they will arange pick up. I wait 2 months for someone to lick up machiene in this time i follow up weekly. They finaly pick up the machiene and bring it back 2 weeks later. My machine is still not fixed, still has the exact same problem. I phone to inform them machine is not fixed. They pick it up a week after that i only recieve my machiene back in march of 2025 after many phone calls and complaints. October 2025 my tumble dryer need to go in for a repair we are now in march of 2026 i still dont have it back as they are still waiting for parts and cannot tel me when i will have my machiene back. I cannot wait to get my appliances back and finely end my membership with them they are the worst service provider i have ever worked with and would recommend them to no one.
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Replies (159)MasterCare South Africa's replyOfficial
12 Mar 2026, 06:22Dear Leandri,
Thank you for taking the time to share your feedback.
We are sorry to hear that you feel frustrated with the experience you have had and we understand how inconvenient it can be when an appliance is out of service for an extended period.
In this instance, the delay relates to the availability of specialised parts required for your unit. Unfortunately, the supply of these parts is determined entirely by the manufacturer and their distribution channels. We have been advised by the brand that the required components are currently on back order from Europe, which has resulted in extended lead times.
To ensure full transparency, we have also shared the communication received from the manufacturer confirming that there is currently no availability of the required parts at this stage. As a service provider, we unfortunately do not manufacture parts and therefore cannot influence the manufacturer’s production or supply timelines.
Our Senior Service Manager also contacted you directly to explain the situation and the estimated lead times provided by the manufacturer. While we always aim to complete repairs as quickly as possible, the availability of manufacturer parts can sometimes be outside of our control.
Our service department will also be in contact with you directly to assist you further and provide any available updates regarding the repair.
We would like to assure you that we remain committed to assisting you and completing the repair as soon as the required parts become available from the manufacturer.
Kind regards,
MasterCare Customer Support Team
Thank you for taking the time to share your feedback.
We are sorry to hear that you feel frustrated with the experience you have had and we understand how inconvenient it can be when an appliance is out of service for an extended period.
In this instance, the delay relates to the availability of specialised parts required for your unit. Unfortunately, the supply of these parts is determined entirely by the manufacturer and their distribution channels. We have been advised by the brand that the required components are currently on back order from Europe, which has resulted in extended lead times.
To ensure full transparency, we have also shared the communication received from the manufacturer confirming that there is currently no availability of the required parts at this stage. As a service provider, we unfortunately do not manufacture parts and therefore cannot influence the manufacturer’s production or supply timelines.
Our Senior Service Manager also contacted you directly to explain the situation and the estimated lead times provided by the manufacturer. While we always aim to complete repairs as quickly as possible, the availability of manufacturer parts can sometimes be outside of our control.
Our service department will also be in contact with you directly to assist you further and provide any available updates regarding the repair.
We would like to assure you that we remain committed to assisting you and completing the repair as soon as the required parts become available from the manufacturer.
Kind regards,
MasterCare Customer Support Team
Best regards,
MasterCare South Africa's reply12 Mar 2026, 06:22
Official
Dear Leandri,
Thank you for taking the time to share your feedback.
We are sorry to hear that you feel frustrated with the experience you have had and we understand how inconvenient it can be when an appliance is out of service for an extended period.
In this instance, the delay relates to the availability of specialised parts required for your unit. Unfortunately, the supply of these parts is determined entirely by the manufacturer and their distribution channels. We have been advised by the brand that the required components are currently on back order from Europe, which has resulted in extended lead times.
To ensure full transparency, we have also shared the communication received from the manufacturer confirming that there is currently no availability of the required parts at this stage. As a service provider, we unfortunately do not manufacture parts and therefore cannot influence the manufacturer’s production or supply timelines.
Our Senior Service Manager also contacted you directly to explain the situation and the estimated lead times provided by the manufacturer. While we always aim to complete repairs as quickly as possible, the availability of manufacturer parts can sometimes be outside of our control.
Our service department will also be in contact with you directly to assist you further and provide any available updates regarding the repair.
We would like to assure you that we remain committed to assisting you and completing the repair as soon as the required parts become available from the manufacturer.
Kind regards,
MasterCare Customer Support Team
Thank you for taking the time to share your feedback.
We are sorry to hear that you feel frustrated with the experience you have had and we understand how inconvenient it can be when an appliance is out of service for an extended period.
In this instance, the delay relates to the availability of specialised parts required for your unit. Unfortunately, the supply of these parts is determined entirely by the manufacturer and their distribution channels. We have been advised by the brand that the required components are currently on back order from Europe, which has resulted in extended lead times.
To ensure full transparency, we have also shared the communication received from the manufacturer confirming that there is currently no availability of the required parts at this stage. As a service provider, we unfortunately do not manufacture parts and therefore cannot influence the manufacturer’s production or supply timelines.
Our Senior Service Manager also contacted you directly to explain the situation and the estimated lead times provided by the manufacturer. While we always aim to complete repairs as quickly as possible, the availability of manufacturer parts can sometimes be outside of our control.
Our service department will also be in contact with you directly to assist you further and provide any available updates regarding the repair.
We would like to assure you that we remain committed to assisting you and completing the repair as soon as the required parts become available from the manufacturer.
Kind regards,
MasterCare Customer Support Team
Best regards,
LC
Leandri C's updateReviewer Update
12 Mar 2026, 07:16Firstly senior management did not contact me, I contacted management. Secondly not having available parts has over the years that i have been with mastercare always been the excuse. But what would the excuse be for taking 2 months to pick up a machine for a repair be, or the fact that my washing machiene was returned 3 times with the same issue since day 1 not being fixed. Then getting to my tumble dryer that is now broken due to the technition not doing a proper job the first time my machiene was in for a repair which has now led to my drum being damaged and me to be without a machiene for 6 months with no end in sight, as i have asked and cannot be given a answer as to when parts will be available.
LC
Leandri C's update12 Mar 2026, 07:16
Reviewer Update
Firstly senior management did not contact me, I contacted management. Secondly not having available parts has over the years that i have been with mastercare always been the excuse. But what would the excuse be for taking 2 months to pick up a machine for a repair be, or the fact that my washing machiene was returned 3 times with the same issue since day 1 not being fixed. Then getting to my tumble dryer that is now broken due to the technition not doing a proper job the first time my machiene was in for a repair which has now led to my drum being damaged and me to be without a machiene for 6 months with no end in sight, as i have asked and cannot be given a answer as to when parts will be available.
MasterCare South Africa's replyOfficial
12 Mar 2026, 07:28Dear Leandri,
Thank you for sharing your feedback.
We want to assure you that we are in direct communication with you through our private channels and are actively working to address your concerns. To ensure we can provide the best support and protect your privacy, we kindly ask that we continue this conversation there.
We truly appreciate your understanding and patience as we work with you to resolve this matter.
Kind regards,
MasterCare Customer Support Team
Thank you for sharing your feedback.
We want to assure you that we are in direct communication with you through our private channels and are actively working to address your concerns. To ensure we can provide the best support and protect your privacy, we kindly ask that we continue this conversation there.
We truly appreciate your understanding and patience as we work with you to resolve this matter.
Kind regards,
MasterCare Customer Support Team
Best regards,
MasterCare South Africa's reply12 Mar 2026, 07:28
Official
Dear Leandri,
Thank you for sharing your feedback.
We want to assure you that we are in direct communication with you through our private channels and are actively working to address your concerns. To ensure we can provide the best support and protect your privacy, we kindly ask that we continue this conversation there.
We truly appreciate your understanding and patience as we work with you to resolve this matter.
Kind regards,
MasterCare Customer Support Team
Thank you for sharing your feedback.
We want to assure you that we are in direct communication with you through our private channels and are actively working to address your concerns. To ensure we can provide the best support and protect your privacy, we kindly ask that we continue this conversation there.
We truly appreciate your understanding and patience as we work with you to resolve this matter.
Kind regards,
MasterCare Customer Support Team
Best regards,