I'd just like to warn any potential customers of House and Home in Eastgate of their appalling service and complete lack of interest in customer assistance. This is what happened:

My mom bought a microwave from their store a few months ago which broke within a month. She phoned them and was told they would fix it under warranty, so she brought it in and waited for it to be returned. After a lengthy wait she got it back only to have it break a week after 'repair.' She took it back again, and after dealing with a very rude and unpleasant customer service person she waited yet again for the microwave to be repaired. When she eventually got it back it broke within a couple of days.

Now the policy of House and Home is that an appliance can only be replaced after three breakages otherwise it will be repaired, so back it went for another round of 'service.' Unsurprisingly it broke yet again shortly after being returned, not to mention that 3 of the 4 feet on the base of the unit had vanished during 'repairs.'

Furious, my mom phoned them again and demanded to speak to the manager. An extremely unhelpful and unsympathetic man, Mr. Coetzee, informed her (after much debate and rudeness) that she could bring it in to be exchanged for a new one. (After only three breakages, wow.)

I told her that I would take it in for her this time around since clearly this fuckwit thought he could take advantage of her (she is not very tech-savvy), so off I went yesterday to sort this mess out. Upon arriving and summoning Mr. Coetzee, I explained to him who I was, and he replied that he had no idea what I was talking about. I mentioned my mom's name, the microwave and its several repairs, and still he claimed not to know who I was. I then went through it again, and then yet again before he clicked and suddenly remembered the situation. Now either this bonehead is mentally deficient in some way or he was just being an asshole as he was clearly tired of giving away free smiles to customers: I suspect the latter.

Anyway, I told him I had the microwave in my car (which was parked several levels up and halfway across Eastgate), and he told me he'd wait there while I went to fetch it. What the fuck? The prick didn't offer to send someone to carry it for me, which is what any person with a decent grasp of what customer service should be would have done. I sincerely hope he didn't make my mother carry the microwave on her previous visits.

So off I went to lug the damn thing back down to the store, and when I got there Mr. Coetzee had gone back to his office, leaving me standing in the middle of House and Home with no one to assist me. A random minion walking around came up to me and I explained the situation to him, so he took the microwave and carried it to Mr. Coetzee's office. I then waited outside while this fool sat behind his desk without bothering to deal with the issue himself. The other guy then came out and gave me the demo model off the self (NOT a new unit as was stipulated in their exchange policy), as well as explaining to me the new features which this updated model had, which was the only vague semblance of service I'd experienced since arriving. (Although, I wasn't as much concerned with it's new looks and heat-efficient interior as I was with the fact that it actually worked.) I also noted that there were feet missing from this unit too, but I was just glad to have a 'new' unit instead of the faulty one.

Upon leaving the store I was stopped by security, and I then realised I had been given no receipt or any kind of paperwork regarding the exchange. Fucking nice one. I managed to persuade the security guard that I had just exchanged the microwave (which, by the way, did not come in any sort of packaging) and he reluctantly let me through.

Later that day my mom plugged it in and it worked for a grand total of 3 seconds before dying: what a big fucking surprise. This morning she phoned Mr. Coetzee back and demanded a different microwave, even if we had to pay the difference, so I went in again for her to sort out another unit. The useless manager couldn't even come to greet me in person: instead, he came out of his office and shouted for me across the shop. I was then assisted by another employee in organising the new microwave. How long this one will last is anyone's guess. (Hopefully long enough to make something other that 2-minute noodles.)

I am completely disgusted and appalled at the shocking level of service we received at House and Home, particularly from the manager, Mr. Coetzee. I urge anyone considering patronising their store to reconsider and shop elsewhere; if you have the misfortune of dealing with them though, don't expect any assistance whatsoever, and please punch Mr. Coetzee in the teeth should you get the opportunity.

That is rubbish. If I was you I would actually contact the manufacturer of that microwave and tell them the bad service you are getting from House and Home. I would also try contact someone who handles the franchise and let them know all the hassles you have had.

what cyfer said

call the agents for the equipment and tell them what happened

I had similar problems with a VCR once. Bought a Samsung from Metro in Menlyn some time ago, and it kept in fucking up as well, after numerous "repairs" done to the machine.

We complained to the management of the shop, and they were also unhelpful. We then wrote to the Samsung head office in SA, and they said that the VCR would be replaced, or we would be credited by Metro (and what the manufacturer says goes), so I opted for the credit, and took an LG instead, which has NEVER given me woes since the day I bought it.

Also, can't one also complain to the Consumer Council about such shoddy service?

I have just been contacted by a higher-level manager, Mr De Mayer, and I am happy to report that the situation has been sorted out.

I do apologise for making House and Home out to be at fault here: the actions of one individual should not be generalised to them as a whole. I am very impressed with the speed and professionalism with which Mr De Mayer has handled the situation.

Apologies have been made on both ends (I do have a foul mouth sometimes), and I'm satisfied with the resolution.

Is that the same chain store that used to be (or maybe still is) Hyperama House and Home?

That's the one.