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The worst after sales service. Purchased items over R100k with extended warranty. Reported a fault now and waiting 4 days for a response. Had similar experience a few weeks back with another item. I had to keep following up. There's zero customer care from staff (Charlene, Denise, Trisha), store managers (Joewell, Riyaadh), and national customer care manager (Lallie Maharaj). Even contacted the executive director (Margaret Hirsch) who pretended to show interest but is of no help. Who do we turn to when we've tried everything?
Recommendation: Hirsch may no longer be the top appliance dealer we thought it was.
Make a formal complaint against Hirsch, outlining their negligence to honor the extended warranty as well as their failure to communicate with you. You can file a complaint to the National Consumer Commission of South Africa whilst including communication attempts made and proof of purchase. Seek for immediate action to be taken in addition to compensation for straining delays. In the event of excessive action, take Hirsch to a Consumer Goods and Services Ombud or even to small claims court. Ensure you document your communication with Hirsch as evidence.