B
Bronwyn J
Active since Jul 2022
2
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2 reviews40 months ago
Warranty Dispute - Sansui 58-Inch Smart UHD TV
Good Day I hope that all is well. I purchased a TV online via HiFi Corp on 02/12/2020. I received the package on 07/12/2020 Exactly two years later, the unit stopped working, on 07/12/2022. From my understanding, the warranty would have started from the date that the unit was delivered and not the purchase date. On the evening on 07/12/2022, the unit just switched off and did not resume working. At that point, I was unaware that it would not come back on. The very next morning, on 08/12/2022, I contacted the Online department (0860 459 459) at around 9.20 am. I spoke to a lady, Gopolang, who logged the complaint for me, but as she was doing so, the call disconnected and I called back and spoke to another lady Phoebe and continued with logging the complaint. She then provided me with a reference number. By the 12/12/2022 when I still had not heard from them, I called back and got through to Gopolang again at around 10.50 am. I advised her that I had not received any feedback regarding the complaint and asked if I could be transferred to the relevant department. She stated that the complaint was not picked up by the complaints team and could only log on the system that I called in again requesting the supplier's contact details and that if I do not receive an email from them by the end of play that day, then to call in and she will escalate this with her manager. The email was received at around 11.07 am, and this came through from Mr Tumelo Mkhabela and he requested a picture of the serial number to provide a service call with the supplier. I was unable to provide this at the time, because the unit is mounted and I waited for my husband to return from work, move the unit, take the picture and and send this off to him. The pic was sent the same evening of 12/12/2022 at around 19.25 pm. On the 13/12/2022, at around 09.26 am, we received an email from Mr Tumelo Mkhabela stating that they have logged a service call with the supplier and that we will be contacted to schedule a service date. On receiving no call from them, I emailed with a follow-up on 15/12/2022 at around 11.01 am, and requested contact details for the supplier, if at all possible, as I raised my concern that due to the Christmas shutdown I wanted to find out how soon I would receive feedback to have the unit looked at and this to be resolved. On the 17/12/2022, at around, 12.41, Mr Tumelo Mkhabela, from JD Group emailed to say that the supplier has reverted back to them and confirmed that the unit is out of warranty and any repair on inspection done on the unit will be at my cost, and that I should advise him if he can give the supplier the go ahead to schedule a call out or collection. I called in this morning to JD Group, requesting to speak with Mr Tumelo Mkhabela. A lady, Anita took the call and advised that all that I am querying regarding the warranty date, be emailed to him as she was unable to transfer the call. In emailing him, I then learnt that he is out of office and to email his manager, Mr Mongezi Ngozo. I am greatly disappointed with purchasing a TV which is expensive, only for it to last as long as the warranty and still be advised that the warranty is from the date of purchase and not the delivery date. Sansui, was one of the reputable suppliers to my knowledge, but after experiencing this I would not purchase another product of theirs. I hope that you are able to assist me with this. I do not have the income to purchase another TV, let alone keep aside almost R7000. 00 every two years for this purpose. It is the festive, and I raise my concern again that my family and I are will be without a TV due to holiday shutdown and annual leave, which I understand but all I want to a time-frame as to when this will be resolved. With many thanks.
0 replies
45 months ago
I honestly am appalled by the lack of service
I honestly am appalled by the lack of service. I have requested termination with immediate effect from you, have requested call backs and yet again am asked to give feedback on experience. What experience!!!
266 replies
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