BEYOND BAD SERVICE FROM HAIER SA

Posted :Friday, December 23, 2011by THERSIA KRUGEL Send Maill   

On 17/1/2010 we bought a Platinum 24000 BTU Airconditioning from Pick a Pay (Centurion Lifestyle Centre) and was instructed to call Haier SA for the installation. On 19/1/2010 we've contacted Haier SA and arrange installation with SAMANTHA for 21/1/2010 by an approved Haier SA technician. The airconditioning was working absolutely fine for the past 2 years but on 17/11/2011 we wanted to use the airconditioning and it tripped the electricity. We've contacted Pick a Pay (Centurion Lifestyle Centre) and asked what we should do and we were informed that the compressor is unserviceable and that we should call Haier SA as it is still under warranty (3 year warranty). I've contacted the number that was given to us by Pick a Pay and after struggling and not able to get hold of someone, I've decided to contact Haier SA Durban branch to report the unserviceable airconditioning. I've also send a fax explaining the situation. I was contacted back by SAMANTHA and she indicated that the airconditioning must've been serviced twice a year and I've explained to her that this was never indicated by Pick a Pay or Haier SA when the airconditioning was bought or installed. I've studied the receipt as well as the airconditioning booklet for instructions that this unit need to be serviced twice a year and I could not find anything and thus I indicated to SAMANTHA that it is nowhere indicated. SAMANTHA asked to phone me back after she consulted with her manager and after a while she contacted me back and said that the unit will be repaired at no extra cost to us. After 3 days of hearing nothing from the company, I again send a fax explaining the situation and asking for action. SAMANTHA called me back and said that the technician MURRAY will come out on 25/11/2011 at 15h00. I left my work place early to meet the guy but he never came out and then our millions of phone calls started to SAMANTHA. The next morning I've immediately contacted SAMANTHA and explain to her and asked for a new date for repair and she said that SYNTHIA will phone me with a new date. SYNTHIA contacted me and set the date of 1/12/2011 at 12h30. I again left my work place early to meet the guy and after an hour of not coming, I've contacted CYNTHIA and ask where the technician are. CYNTHIA indicated that the technician will not be coming out as it is raining. I've said to her that it is not raining and that the unit is not outside. We've made a thousand phone calls that day to get the technician at our house to CYNTHIA and LOYD but we were just ignored and eventually my husband lost his temper and instructed the technician to get himself to our house. On numerious occasions we've indicated that we will go ahead with legal action and negative reporting to the newspapers as the company is in breach of contract. The technician MURRAY eventually got to our house after getting lost and my husband had to go and look for him. MURRAY replaced the circuit breaker on the DB board and said the airconditioning was fixed. My husband switched on the airconditioning and it did not give out cold air and then MURRAY said it is the compressor. He did not have a compressor with him and thus we've contacted LOYD and asked what we should do and he indicated that the compressor should be ordered and we will be informed when the compressor is delivered. On 2/12/2011 I've again send a fax indicating that we are not satisfied with the service we've received. I was contacted by AVISKA on 2/12/2011 at 11:26 and she indicated that the compressor was ordered and we will let know of the further action. After two weeks of the above mentioned date, we've contacted CYNTHIA again and asked what is happening and she indicated that the compressor was ordered and that they await the delivery. On 12/12/2011 we've contacted LOYD again and explain that we are still waiting for the compressor and he indicated that he received a fax from the office stating that the airconditioning was repaired and we are happy. My husband indicated that the airconditioning was not repaired and again said to LOYD that we are now going to take legal action. We've contacted CYNTHIA but she was not available and my husband talked to MURRAY which gave us LOYD's manager name and we asked to speak to him but MURRAY said he will contact him and then contact us back. MURRAY contact us back on 12/12/2011 and said his boss is very dissapointed and we will be called back with a solution. LOYD contacted my husband and said that a complete outside unit will be delivered to us on 14/12/2011 and that we should contact AVISKA when we reveive the unit. We contacted AVISKA and indicated that we've received the delivery and also indicated that only the compressor was delivered. AVISKA schedule a date of 16/12/2011 for 09h30 with us for repair. On friday morning at 10h00 we contacted MURRAY and asked where he is and he said that he still have to pick up his people that will help with the installation. After a few phone calls and sms's my husband tracked his movement and again this guy kept us on a back and forth situation. My husband again phone MURRAY and asked where he is and he said that he can't get any of his people and thus he will not get to our house for repair. My husband lost his temper and said that he must get himself to our house for this repair and again said that he is going to phone LOYD and arrogantly as every other time we've contacted him he puts down the phone in my husband's ear and my husband contacted LOYD. He explained the situation and LOYD first want to be arrogant with my husband and again like the thousand other time my husband said that we are now proceeding with legal action. After a while MURRAY contacted my husband and said that he will come to repair the compressor and in Jan 2012 he will replace the outside unit. My husband said to him what ever he have to do is fine but this must now get fixed. LOYD contacted my husband again and said that MURRAY is fired and that he will not come out anymore but he will find someone else for the repair.

We've spoken to almost every person from Haier SA Durban and every time we were taken for a ride, ignored, not taken seriously ande or been spoken arrogantly.

We are not in breach of contract, the unit is still under warranty and we only want our airconditioning to be repaired. We did our part of the fault reporting, submitting the neccessary documentation as well us keep contact via fax with the company regarding the situation.

We are now fed up with this company, customer service is beyond terrible and customers are treated badly.

We demand that this situation been taken up with the highest person in Haier SA and that we are given an appology on the situation. We also want our airconditioning fixed as soon as possible.

www.haiersa.co.za