13/07 our 7 week old freezer (R10K) was found to be off and we chucked away 2 refuse bags full of meat/fish etc. A call was logged on 15/07 and I was contacted 16/07 . Call centre agents are of the opinion that since the freezer is currently cold (after 'reset') the unit is 'working' and no further action is needed. Supervisor was unavailable and failed to return my call, after calling back 17/07 supervisor (Thuli) was still of the opinion that the unit is working and says I will be charged for call out if the technician finds no fault, the fact that it has stopped working once is deemed acceptable, they should print that on the box. I was told it has been escalated to Attish Maharaj and he would call me back. I was contacted by HQ from the claims dept for the perishables, but no call from Mr Maharaj. 18/07 I called back but have been told Mr Maharaj does not take calls and I should just wait till he calls me. So till then I have a Big shiny paperweight that I need to monitor daily in case it needs another reboot because its working fine...
This is unacceptable considering this units age and the fact that it is one of their most expensive units that costs 20K for the combo.
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