Brandon A

Poor communication and customer service

I have had a very unpleasant experience dealing with Part Masters and their technician, Tau. I handed my MSI laptop to one of the employees, Tristan, at Part Masters on 25/11/2025. My laptop was then handed over by Part Masters to their technician, Tau. I subsequently received a quotation of R2,500 for the repair. From November 2025 until 20/01/2026, my laptop was neither repaired nor was there any proactive communication from either Part Masters or the technician. At no point did the technician provide feedback on the condition of the laptop or explain why the repair was delayed. During this period, I repeatedly contacted Tau for updates. Each time, I was told that the laptop would be ready on a specific day. However, this promise was repeatedly postponed on a weekly basis, with no progress made. On 20/01/2026, I was informed by Part Masters to come and collect my laptop and that my refund would be processed. Upon arrival, the organization did not have oversight of the status or whereabouts of my laptop. The front desk then contacted Tau, their technician, after which the matter was escalated and handed over to Sandra, the manager. While I was at Part Masters on 20/01/2026, Sandra contacted Tau and requested the refund on my behalf. Tau confirmed that the refund would be processed that same day. Unfortunately, this did not occur. Since then, I have been calling both Part Masters and Tau daily for updates. Each time, I am given the same response that the refund “will happen,” yet no refund has been processed to date.