When our Breville blender failed, I lodged a query on their website but followed this with a visit to the local store. Sandra who assisted me requested that I provide her with the model number. An email with pictures of the faulty part and model number were sent to her on 22 July 2013. When four days later I had not received a response to my email, I personally visited the store with the item in question as per advise in response to my online query.
Paperwork was completed and the item left at the store with an understanding that it would be sent to the service agents. Subsequently, I received a call from the manager informing me that there was a possibility the item would be repaired and returned by the week ended 2 August 2013 failing which it would definitely be the week thereafter.
Fast forward to today, after a follow-up email which was not responded to, I called Sandra and she advised that they only needed to test the item only to be told later that there's a part that's missing.
Had I not called to enquire about the item I'm certain weeks would've gone by before the store realised that there was a missing part. I wait once more for I don't know how long for feedback.
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