Electrolux review: Undue delay in payments, lack of timely response

Geyser broke. Ruchen Wevers and his assistant was sent out by Electrolux South Africa (Pty) Ltd to replace Kwikot geyser on 18 October 2023. While doing the replacement the contractor damaged / broke part of the ceiling in both the bedroom (where the access door is) as well as the entertainment area (under the geyser). Ceiling boards were broken and painting damages. Both rooms were recently re-painted and there were no prior damages to the ceiling.

On the same day Service Dept Manager Petrus Pretorius was informed of the damages. Various photos were submitting clearly showing the damage that occurred. On 19 Oct 2023 he indicated that the matter was referred to head office. On 20 Oct 2023 Gary indicated he needs to come do site inspection notwithstanding photos previously submitted. This was then confirmed via email as head office had requested an installation inspection to be done as part of the inspection. Follow-up was done on 25 October 2023 as no further feedback was received from Electrolux (ref damage claim ref [protected]). Following follow-up email the Service Dept Manager confirmed that "the head office has given us the go ahead to allocate the damages claim to our service provider who will be making contact with you to quote and repair from our side". Further delays in communication resulted in client having to follow-up on 22 November 2023 to request that the service provider appointed by Electrolux (i.e. Franco) be paid as they indicated they will only start with repairs once payment had been received from Electrolux. At this stage more than a month had passed since damages occurred and no repairs had been done. No response was received and further followup was done on24 November 2023. As at 7 DECEMBER 2023 still NO RESPONSE. NO REPAIRS AND NO COMMUNICATION DEPSITE NUMEROUS FOLLOWUPS AND PREVIOUS CONFIRMATION... UNBELIEVABLE AND DISAPPOINTING