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Hirsch's Customer Service Phone, Email, Contacts

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1.1 65 Reviews

Hirsch's Complaints Summary

2 Resolved
63 Unresolved
Our verdict: If considering services from Hirsch's with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Hirsch's reviews & complaints 65

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2:54 am EST
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Hirsch's Defy tumble dryer

On 05/02/2020 I took delivery of a Defy Tumble dryer. 05/02/2020 @ 9:11 I contacted Hirschs customer service centre to inform them that there is a problem with the tumble dryer. A technician was sent out to fix the machine.

22/02/2020 @ 8:37 I contacted Hirschs customer service centre once again because the tumble dryer has damaged a set of very expensive linen. It was covered in black marks that doesn't wash out. A technician was sent out to access the machine and a call was logged to replace both the machine and damaged linen.

23/02/2020 @8:37 Sent Kayla @ Hirschs photos of the damaged linen. Got confirmation for Kayla that the unit will be replaced and somebody from Defy will contact me regarding the damaged linen.

5 emails and numerous phone calls to both Kayla and Bradley and the faulty unit has still not been replaced. They keep promising me that the faulty unit will be replaced and that Defy will contact me regarding the damaged linen and nothing happened.

02/03/2021 @ 8:19 Eduard from Defy replied to my email to say that Defy will not do refunds and he can only escalate it in a weeks' time.

02/03/2021 @ 9:50 Got a phone call from the Hirschs service department to find out if I am happy with the service I received from them regarding the ticket I logged on 22/02/2021. The ticket status is listed as closed and resolved.

Desired outcome: I want the faulty unit and damaged linen replaced

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3:47 am EST
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Hirsch's disgusting service from Hirsch strubens valley

Invoice no. 7250131/ job card no. 239934. Name: Nisha Behairylall

I am sitting with an expensive samsung tv thinking that this was the best brand on the market and not after just over a year the tv does not have any picture and is still under warranty. i phoned Hirsch Strubens valley and lodged the problem with Jodan on the 27/01/2021 and have not received any feedback either from Samsung or Hirsch to date. I have called Jodan several time and twice on the 01/02/2021 but he cannot give me any feedback as he is waiting for a response from Samsung. I left a message for the manager at reception whom i believe is by the name of Keshan but my call was not returned. is this service i need to get with a tv which i have paid over R 30 000.00 for. disgusting. most definitely my husband received a call from samsung requesting for a survey on their service when my tv has not been attended to.

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1:20 pm EST
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Hirsch's Washing machine

I purchased a washing machine as a gift and when it was delivered the box was in a bad condition torn opened tampered with the connection were not inside pathetic it was a gift look how disgusting condition this machine came in its so embarrassing and to see the connections the pipes are missing I want this machine to be collected and replaced with a new one or I want my money as it was delivered today!

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3:34 am EST

Hirsch's Manager of the store

I went into Hirsch's Hazeldean Pretoria today. My fridge/freezer is broke and they told me to come in and pick another fridge. The lady that phoned me was Tanya and a lovely lady. I got there this morning and the security would not let me in because I had one of the see-thru masks on with cover my nose and mouth right down to my chin. I have been wearing this mask for weeks in Menlyn, Woolworths, Pick N Pay, Makro and Spar and never have they stopped me going in the Store. The security called the manager over and he also would not let me in. I explained to him, I only have one lung and have cancer so with the cloth masks I can't breath. Lesson learned today don't go in Hirsch's again

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Hirsch's TV

I ordered a Hisense TV online with the website showing it was in stock at Gateway, as I live close by, I decided to collect it the next morning.
When I arrived, I was told that there was no stock, or that any of the Hirsch's branches. How can an item be listed as "ex-stock" when it is not so?
I am duly going to cancel the order and buy it from Makro. I will go and demand a refund this morning!

Desired outcome: Refund

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3:24 am EST
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Hirsch's Elba 60 cm hob

I purchased an Elba 60 cm hob from Hirsch Hillcrest on the 21 November. I had it installed on the 10 December 2020 by a qualified electrician. Two of the 4 plates were not working. I called Hirsch and they said a technician would be sent out within 72 hours. I waited 3 days and no one attended to the faulty apparatus. On Thursday, 17 December I contacted Hirsch again and the technician came out on Friday only to report that it was a faulty unit and had to order parts for repair. I contacted Hirsch again and informed them I was not happy with a repair because I purchased a new item. I was told to wait because paper work and request numbers had to be done. After speaking to the assistant manager, she instructed the sales person to replace the faulty unit immediately. I collected another unit on the 19 December and after installation the problem still exists now. So now I have to follow the same procedure of waiting until a technician arrives. I asked the sales lady to check if the units were from the same batch and she cannot do that. They cannot check if the other branches have a different batch neither can she check if the unit is working before we take delivery. Service from Hirsch is extremely pathetic and very disappointed in the quality of the merchandise that is being sold. There is no sense of urgency to resolve matters.

Desired outcome: I would really a working hob to be installed immediately.

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10:05 am EST
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Hirsch's Samsung fridge

HIUGE MISTAKE-I SHOPPED AT Hirsch's Samsung store in Gateway, Umhlanga.

In nov I purchased a samsung fridge from hirsch's samsung store.
They delivered the wrong model. When I contacted the salesman he insisted that the delivered model was the one that I had ordered and that I must pay more if I wanted the one I had actually ordered and paid for. Luckily I had sufficient proof of what I had ordered and paid for. When I asked for ceo details in order to escalate he offered me a floor model (idiot). When I insisted on escalating he reluctantly agreed to supply the one I had originally purchased. The correct model was delivered a week later. However the ice maker would not work. Samsung technicians eventually attended and confirmed that the filter was faulty. They stated that I needed to contact the store who were responsible for replacing the filter. I contacted the store and sent proof of the samsung technicians attendance. The salesman timothy listen insisted that I needed to purchase a new filter at a cost of r899? Really? I should pay for a supplied brand new samsung faulty water filter? I reminded him of the provisions of the cpa and asked for the necessary details in order to escalate. He has refused to communicate further.

Absolute arrogance and incompetence and disgusting behaviour by hirsch's all round.
I will have to call out a plumbed again to install a new filter. Will I have to pay for the plumber a second time round because hirsch's supplied me a faulty filter?

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8:26 am EST
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Hirsch's Very poor customer service

I have purchased all my large appliance for my home from hirsch. The reason for this was that they use to give a very good after service and had an excellent customer service.

1. I have been trying for two days to purchase a part for my washing machine which I purchased from Hirsch. I even came to the Umhlanga branch to speak to the assistant (Jermaine) I called 3 times on day one (23 Nov 2020) to get hold of him and even left messages. No calls returned. I called the next day and after 2 calls and messages I got through to Jermaine who said he could get the part and will call back with a price. He didn't call. Now on day 3 we called him again and after another 3 calls we got through to him. He said that he will look through the catalogue and will call back. Still no reply from him.
I called TM Electronics in Springfield Park for the same part. They gave me a price over the phone and in the next hour I got a proforma invoice for payment which I paid and my part is ordered. I will be getting it in a few days.

2. I went to the Hirsch Umhlanga branch in 18 July 2020 to purchase 2 x freezer 410lt. We brought in a price to match. The floor assistant at the entrance were on their mobile phones like kids. We did get a halfhearted assistance. The price we had could not be matched and we purchased our items for cash for Furniture king who had excellent customer service from the moment we walked in.

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Ntando lina
, US
Nov 26, 2020 7:39 am EST

Last year in February l bought a Samsung smart TV 4I, with 3year extended warranty 18mnts later the screen is cracked. I called the dealer at Carnival he said he will send a Samsung technician. The guy called me and asked me to send him the pictures of my TV via WhatsApp which I did.the guy said the warrant doesn't cover for screens so he will send me the quote it's been a week .l called the shop again spoke to Chantel told her what the guy said . She said l have to fix the TV myself since the warranty doesn't cover for screen.. l asked her what will happen to my extended warranty she hinged up on me ..
I feel like l was treated unfairly beside the warranty is there to protect consumers. And it's really unprofessional for a brand store like HIRCH'S as l was given the wrong information when purchasing the TV the sale person said what ever happens to my TV as long as it's on warranty..lm covered but her lam lm being robbed. They dont care they only cared the day l walked abt swiping in their shop
So disappointed by a brand store

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9:02 am EDT

Hirsch's Poor product quality and consistent problems

About two years ago I purchased a new Defy Oven and Hob (Gemeni Petit Thermo fan...) from Hirsch. Since installation we had problems and poor performance from the Defy Units.

1. The Hob plates are getting red hot after a few minutes of usage and likewise the entire Hob unit and not to mention the counter. It is a total frustration to operate like this.
2. The Oven glass door busted in pieces and the oven door does not seal properly. Again a major to use the oven for baking.

Will appreciate if you could send somebody with great knowledge and skills to evaluate this mess. If it cannot be fixed or done let me know in order to purchase new LG or any other product.

Appreciate your assistance and support and I can be contacted on my cell at [protected]

Kind regards
Jacolien Botha

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7:46 am EDT

Hirsch's Extremely poor customer service, poor attitude and concern from selected staff

On 3rd October, honed and reserved last 195l Defy freezer at Hirsch Hillcrest which was initially R200 more expensive than at Game, even though Hirsch was supposedly on special too. Negotiated to pay same price as Game offer and told sales person (Keith) that I was in Howick and would come pay and collect the last one in stock after 1pm. Called Keith to tell him I was on my way and he only then told me it had been sold, but would ensure one was delivered next day, being Sunday.

Arrived and paid given the assurance of Keith that deep freezer would be delivered. Called Hirsch on Sunday, , only to find Keith was not working and Saloshini took my call and said she would follow up with Umgeni and call me back. After an hour I called back and spoke to manager and told him entire story, including the contact an hour previously with Saloshini. He said he would sort out.
I received a call from a landline being Hirsch in Durban asking about my details as they had no record. I was not given an invoice but merely my credit card receipt and would get the invoice on delivery. I waited another hour and then called and spoke with Saloshini again. By this time I was seriously agitated since she didn't even have my name correct, and had failed to get back to me. I then called and spoke to the manager and took off at him. He event as far as to say he spoke to the driver on his cell. How is that possible when Hirsch in Durban when they called me had no record. Furthermore, I told the manager that his customer service, including his own was pathetic
. He told me I had only called him 10min prior, which was a blatant lie. This agitated me more so. I have since called back and asked for a full refund. Bearing in mind, I have spent a fortune over the years at Hirsch, this was very difficult for me to make. I felt that too much had gone wrong, and that the freezer would be a problem too.

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5:02 pm EDT

Hirsch's Bad advice & terrible customer service from hirsch's

Dear Sir,

I was not told by the manager of Hirsch in Milnerton Cape Town branch that my dryer function does not dry my little daughters clothes but instead its still wet.

Its been over 3 years, now an my wife has logged numerous calls with the call centre an technicians but when she follows there exact instructions our clothes are still not dry but wet that we have to hang it on the line.

To conclude i have wasted our hard earned money on a 2 in 1 wash an dryer but the dryer does not work.

If I was informed correctly I would have bought dryer an wash separately.

The technicians an representatives of Hirschs still insist that the dryer should work.

Thank you
Chad.

[protected]

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3:35 am EDT

Hirsch's Russell Hobbs

I Bought a Russell Hobbs Kettle. Still under guarantee it broke.
Took it back to Hirsch's for repairs on the 25/06/2020
job number 574449. Every time i phone, i never get an answer, only
they still busy with repairs and will get back to me, which never happens.
In the meantime i was forced to buy another kettle.
Repairs was suppose to take 2 weeks, as per Hirsch's. Very disappointed.

[protected]@paintcor.co.za

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10:33 am EDT
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Hirsch's Extended warranty claim on whirlpool washing machine. Job number 570867.

I contacted HIRSCHs Carnival on Tuesday, 19 May 2020 to report the WHIRLPOOL washing machine, showing an E-27 error accompanied by the illuminated service light and received an SMS, quoting Job Number 175133 for this appliance.

On 22 May 2020, I received a phone call from the Whirlpool Service Agents, Appliance365, informing me that Nkosi Sibanda will be visiting me later on the same day, to attend to the problem.

Nkosi checked the E-27 error on the washing machine and reported that it may be a suspected electrical motor problem.

He promised to send all details of his assessment through to Lisa and Kuhle at HIRSCHs Strubensvalley, for authorization to proceed with the repair.

I phoned Nkosi again on 26 May 2020 to check on progress with the repair-authorization on the washing machine. Nkosi confirmed that he emailed Lisa, to give feedback on both appliances, but received no authorization to proceed with the repair as yet.

I then phoned HIRSCHs Strubensvalley ( 26 May 2020 ) to follow up on the requested repair on my washing machine.

Charlene assisted me with my query and spoke to Kuhle, to check whether he received any feedback from Nkosi Sibanda.

Kuhle responded that he did not receive any email from Nkosi and could not trace Job Number 175133, logged at HIRSCHs Carnival.

Charlene then assisted me to rebook the washing machine at Strubensvalley : Job Number 570867.

Kuhle promised to email Nkosi directly to trace the feedback on his assessment of my washing machine, done on 22 May 2020.

I emailed Kuhle and Lisa at Strubensvalley on 06 June 2020, after lodging an official complaint on 30 May 2020 for poor service regarding this warranty claim :

From: Johannes Pretorius (Springs - PMR)
Sent: Saturday, June 6, 2020 12:34 PM
To: [protected]@hirschs.co.za ; [protected]@hirschs.co.za ; lisa.[protected]@hirschs.co.za
Cc: [protected]@hirschs.co.za ; Appliance 365 ; Dawn Pretorius
Subject: Re: Job Number: 570867 on Extended Maintenance Contract 181691 : J. M. Pretorius.

Good afternoon,

This is now one week later and all I have is the promise from Kuhle that the new motor for my washing machine is on order, with a ten day lead time from Monday, 01 June 2020. Nkosi already completed evaluating both the Washing Machine and Dishwasher on 22 May 2020.

Kuhle responded later that afternoon :

From: kuhle Ngubne
Sent: Saturday, June 6, 2020 2:30 PM
To: Johannes Pretorius (Springs - PMR)
Cc: [protected]@hirschs.co.za ; Appliance 365 ; Dawn Pretorius ; Lallie Maharaj ; Kayla Swartz
Subject: Re: Job Number: 570867 on Extended Maintenance Contract 181691 : J. M. Pretorius.

Good Day Sir

I do apologize for the experience you had to endure with us .

We do not keep spares in stock, as we order per customer jobs .
Please note that the technician will be calling out on Monday to complete the repair on your machine .

The technician did advise that spares was ordered eta on the spare was 2 weeks, but we managed to get the part required in earlier then expected .

The tech will definitely be calling out on Monday. He will be able to confirm time in he morning .

Thanks

------------------------------------------------------------------------------------------

On Monday, 08 June 2020, Kuhle again sent an email to Nkosi Sibanda, asking him when he will be calling-out to Mr Pretorius.

NOTHING HAPPENED - I was left hanging for the whole week again.

On Saturday, 13 June 2020, I phoned Neren at Hirsch's Meadowdale to ask for advice on this issue, considering that he was able to resolve the issue with replacement of my WHIRLPOOL Dishwasher on 10 June 2020.

He put me through to Fiona, who promised to follow up on this case and revert back to me. She traced my first complaint regarding the Whirlpool Dishwasher, now resolved, and phoned me to come through to the store on Saturday, 20 June 2020, for the replacement washing machine.

My wife and I were both very excited that this matter will finally be resolved, only to find out from Chrissie Nortman, Branch Manageress at Hirsch's Meadowdale that Head Office in KZN decided to repair my washing machine now, four weeks after the matter was first reported to them.

I received an SMS message on Tuesday, 23 June 2020, informing me that Hirsch's now have the part on order with the supplier and will advise when the parts come in and arrange for the technician to call out.

This once again proves that there is a systemic problem regarding extended warranty claims and a disconnect between the after-sales service team at Hirsch's and the technicians at Appliance 365.

This level of poor service forced me to Plan-B :

Buy a new AEG Washing Machine, promptly delivered on 10 June 2020.

Hirsch's has an excellent sales team with a wide product range, but whoever is in charge of after sales service and support sadly lets the team down and should be taken to task for failure to meet customer expectations.

Head Office needs to wake up and decisively deal with this problem before alienating loyal customers, who supported them for many years.

Awaiting your reply.

Thank you,

Johannes Pretorius
24 June 2020

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6:55 am EDT
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Hirsch's Extended warranty claim for whirlpool dishwasher.

From: Johannes Pretorius (Springs - PMR)
Sent: Saturday, June 6, 2020 12:34 PM
To: [protected]@hirschs.co.za ; [protected]@hirschs.co.za ; lisa.[protected]@hirschs.co.za
Cc: [protected]@hirschs.co.za ; Appliance 365 ; Dawn Pretorius
Subject: Re: Job Number: 558246 & 562153 & 570867 on Extended Maintenance Contract 181691 : J. M. Pretorius.

Good afternoon,

This is now one week later and all I have is the promise from Kuhle that the new motor for my washing machine is on order, with a ten day lead time from Monday, 01 June 2020. Nkosi already completed evaluating both the Washing Machine and Dishwasher on 22 May 2020.

On 26 May 2020 the Dishwasher again failed ( third instance ) with the same F-6 / E-1 error, first reported at the end of November 2019.

To add insult to injury, to date no response from Kershen Govender, listed as Strubensvalley Branch Manager on the HIRSCH's website.

Based on the above, I now conclude that there seems to be no urgency in honoring the terms of the extended warranty contract.

This leaves me with no other option that to seek legal advice, in an attempt to get HIRSCH's to improve their level of after-sales service and support.

Johannes Pretorius
[protected]

From: Johannes Pretorius (Springs - PMR)
Sent: Saturday, May 30, 2020 1:58 PM
To: [protected]@hirschs.co.za ; [protected]@hirschs.co.za
Cc: [protected]@hirschs.co.za ; Appliance 365 ; Dawn Pretorius
Subject: Job Number: 558246 & 562153 & 570867 on Extended Maintenance Contract 181691 : J. M. Pretorius.

Good afternoon Gentlemen,

I hereby wish to lodge an official complaint for extremely poor after-sales service and support with relation to the above mentioned Job Numbers for appliances,
covered under the Extended Maintenance Contract 181691 - J. M. Pretorius.

Below I am attaching all correspondence, related to this matter, for your urgent attention :

From: Johannes Pretorius (Springs - PMR)
Sent: 11 February 2020 11:06 AM
To: [protected]@hirschs.co.za
Cc: Dawn Pretorius
Subject: Job Number: 558246 & 562153 J. M. Pretorius.

Good morning,

I bought a WHIRLPOOL Dishwasher, ADP7570IX, on 14 June 2015 and also took the 5-Year maintenance contract, number 181691, as additional cover for this machine.

I contacted HIRSCH Service Centre at the end of November 2019, reporting a suspected spray-water-pump failure, giving an F6-E1 error on this particular machine.

The technician visited me at the start of December 2019 and informed me that he would have to order a replacement pump for this machine.

At the start of January 2020, I again contacted HIRSCH Service Centre to enquire about progress with sourcing of this replacement water pump.

I was informed that this job has been closed. I again reported that the dish washer was faulty and informed them that I am still waiting for the replacement pump.

The technician visited me the following Saturday and attempted to fit the supplied replacement part, only to discover that the electrical connection points were incompatible.

The technician removed the pump, to be taken back to HIRSCH Service Centre as sample, and promised to have the correct part delivered and installed before the end of January 2020.

I requested that he must phone me when visiting, to be present to witness pump installation and machine testing, to ensure that the dish washer is in good working order.

Upon arrival at home, after work on 10 February 2020, I was informed that the HIRSCH technicians came through to repair the dish washer in question.

My wife and I were very excited to finally have an operational dish washer and proceeded to test the repaired unit later that evening, only to find the same F6-E1 error again.

My patience has run out now - After having spent R 40 000-00 on Whirlpool appliances, this level of after sales service is simply unacceptable.

I do have appreciation for the fact that Whirlpool now falls within the K.I.C. stable, but my maintenance contract is still valid and binding.

Considering the fact that my current dishwasher now seems to be irreparable, Maintenance Contract 181691 general conditions : Point 7.8 now comes into play.

Please arrange for the following at your earliest convenience :

1. Collection of the irreparable WHIRLPOOL dishwasher from my premises.

2. Delivery of a new replacement dishwasher, according to Point 7.8.

3. HIRSCH Banking Details for E.F.T. payment of the agreed replacement cost.

I have 13 and 14 February 2020 available in my diary to supervise and pay for the above.

Please action.

Thank you,

Johannes Pretorius

________________________________________
From: Charlene
Sent: Tuesday, February 11, 2020 11:53 AM
To: Johannes Pretorius (Springs - PMR)
Subject: Read: Job Number: 558246 & 562153 J. M. Pretorius.

From: Johannes Pretorius (Springs - PMR)
Sent: Thursday, March 26, 2020 8:59 AM
To: [protected]@hirschs.co.za
Cc: 'johannes.[protected]@live.com'
Subject: FW: Job Number: 558246 & 562153 J. M. Pretorius.

Good morning,

My Whirlpool Dishwasher, ADP7570IX, currently still on maintenance contract number 181691, again failed with the same E-1 error, as described in the email above.

This unit was repaired on 17 February 2020 and five weeks later I am again in the unenviable position to assume dish washing duties myself, right at the start of lock-down.

My patience has run out now - After having spent R 40 000-00 on Whirlpool appliances, this level of after sales service is simply unacceptable.

I do have appreciation for the fact that Whirlpool now falls within the K.I.C. stable, but my maintenance contract is still valid and binding.

Considering the fact that my current dishwasher now seems to be irreparable, Maintenance Contract 181691 general conditions : Point 7.8 now comes into play.

Please arrange for the following at your earliest convenience :

Collection of the irreparable WHIRLPOOL dishwasher from my premises.
Delivery of a new replacement dishwasher, according to Point 7.8.
HIRSCHs Banking Details for E.F.T. payment of the agreed replacement cost.

Thank you,

Johannes Pretorius

________________________________________
From: Charlene
Sent: Thursday, March 26, 2020 9:38 AM
To: Johannes Pretorius (Springs - PMR)
Subject: Read: Job Number: 558246 & 562153 J. M. Pretorius.

From: Lisa
Sent: Thursday, March 26, 2020 3:57 PM
To: Johannes Pretorius (Springs - PMR) ; 'Lallie' ; Rashika Chetty ; Charlene ; [protected]@hirschs.co.za ; Appliance 365
Cc: 'johannes.[protected]@live.com'
Subject: Re: FW: Job Number: 558246 & 562153 J. M. Pretorius.

CAUTION: External E-mail

Hi Lallie

Please see below complaint.

Nkosi calling out today.

Please advise.

Thank you

Lock-Down for COVID - 19 then shut everything down...

From: Johannes Pretorius
Sent: Monday, May 18, 2020 12:24 PM
To: Lisa ; [protected]@hirschs.co.za
Cc: Johannes Pretorius (Springs - PMR)
Subject: Re: Job Number: 558246 & 562153 J. M. Pretorius.

CAUTION: External E-mail

Good afternoon,

I am following up on my query, dated 26 March 2020 and want to find out whether the Lock-down restrictions under Level 4 would allow you to resolve my query at this point.

Awaiting your reply.

Thank you,

Johannes Pretorius
Cell [protected]

------------------------------------------------------------------------------------------------------------------------------

As fate would have it, on the same evening of the email above, 18 May 2020, my washing machine joined the dishwasher on the out-of-order list, displaying an E-27 error with the Service Light Indicator illuminated as well.

I contacted HIRSCHs Carnival on Tuesday, 19 May 2020 to report the washing machine and received an SMS, quoting Job Number 175133 for this appliance.

I asked HIRSCHs Carnival to also follow up on Job Number 562153 for the dishwasher.

They referred me to HIRSCHs Strubensvalley for feedback on Job Number 562153 for the dishwasher.

On 22 May 2020, I received a phone call from the Whirlpool Service Agents, informing me that Nkosi Sibanda will be visiting me later on the same day, to attend to both appliances.

Nkosi reset the software program on the dishwasher ( Job Number 562153 ) and informed me to test the unit over the week-end.

Nkosi then checked the E-27 error on the washing machine and reported that it may be a suspected electrical motor problem.

He promised to send all details of his assessment through to Lisa and Kuhle at HIRSCHs Strubensvalley, for authorization to proceed with the repair.

I phoned Nkosi again on 26 May 2020 to check on progress with the repair-authorization on the washing machine. Nkosi confirmed that he emailed Lisa, to give feedback on both appliances, but received no authorization to proceed with the repair as yet.

I then phoned HIRSCHs Strubensvalley ( 26 May 2020 ) to follow up on the requested repair on my washing machine.

Charlene assisted me with my query and spoke to Kuhle, to check whether he received any feedback from Nkosi Sibanda.

Kuhle responded that he did not receive any email from Nkosi and could not trace Job Number 175133, logged at HIRSCHs Carnival.

Charlene then assisted me to rebook the washing machine at Strubensvalley : Job Number 570867.

Kuhle promised to email Nkosi directly to trace the feedback on his assessment of my washing machine, done on 22 May 2020.

Later that afternoon, I received the following email from Nkosi :

From: [protected]@appliance365.co.za
Sent: Tuesday, May 26, 2020 3:48 AM
To: 'Lisa' ; Johannes Pretorius (Springs - PMR) ; 'Lallie' ; 'Rashika Chetty' ; 'Charlene' ; [protected]@hirschs.co.za
Cc: johannes.[protected]@live.com
Subject: RE: FW: Job Number: 558246 & 562153 J. M. Pretorius.

Good day

Unit was fixed, needed reset

Kind Regards

Nkosi Sibanda

Technical Supervisor (Field)

Appliance 365

Mobile: +[protected]

Office : +[protected]

www.appliance365.co.za

[protected]@appliance365.co.za

On Wednesday morning, 27 May 2020, I found that the same F-6 / ​E-1 error on my dishwasher returned, after being reset on 22 May 2020.

I reported this via email, below :

From: Johannes Pretorius (Springs - PMR)
Sent: Wednesday, May 27, 2020 9:47 AM
To: [protected]@appliance365.co.za ; 'Lisa' ; 'Lallie' ; 'Rashika Chetty' ; 'Charlene' ; [protected]@hirschs.co.za
Cc: johannes.[protected]@live.com
Subject: RE: FW: Job Number: 558246 & 562153 J. M. Pretorius.

Good morning,

Sad news - My Dishwasher only did eight loads before the dreaded E-1 / F-6 Error returned on 26 May 2020, after Nkosi reset the unit on Friday, 22 May 2020.

With regards my Washing Machine and the F-27 error, Charlene created Job number 570867 on 26 May 2020 to capture Nkosi's detailed assessment, done on 22 May 2020.

I currently have two machines out of order, still on extended maintenance contract.

Please action at your earliest convenience.

Thank you,

Johannes Pretorius

[protected]

I phoned HIRSCHs Strubensvalley on numerous occasions from 28 to 30 May 2020, seeking feedback on the outstanding Job Numbers 562153 and 570867, to no avail.

This level of after sales service reflects badly on HIRSCHs, as company, as well as on WHIRLPOOL as reputable brand.

Kershen, I need you to take a final decision on this matter :

If the appliances cannot be repaired, instruct your team to replace these units in accordance with the general conditions, stipulated under Point 7.8 of my Extended Maintenance Contract Number 181691.

Awaiting your reply.

Thank you,

Johannes Pretorius

[protected]

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Update by Johannes Pretorius
Jun 24, 2020 9:30 am EDT

I am happy to report that Neren from Hirsch's Meadowdale contacted me regarding replacement of the dishwasher on 06 June 2020. I visited the shop on 08 June 2020 and Kyle assisted me in selecting the replacement unit. I settled for the SMEG dishwasher, which was promptly delivered on 10 June 2020.

It took six months to resolve this issue, showing a systemic problem with regards to extended warranty claims and a disconnect between Hirsch's Strubensvalley and the technicians at Appliance 365.

Hirsch's Head Office in KZN needs to put proper controls in place to ensure that any outstanding warranty claims, older than 21 days, are immediately escalated to executive level to evaluate the case and take a decision, to get the matter resolved as soon as possible - don't leave your customers hanging.

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Hirsch's hisense front loader washing machine

I have purchased a washing machine this year, it is Still under warranty. A month ago I noticed that is does not spin the clothes dry and an error message comes on the screen then it stops working, we have to open the bottom of the machine and then we notice that clothes are stuck inside. It has being tearing our small clothes and staining clothes from the remains that are inside and not removed.
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The reference number is [protected]

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Bought a microwave & a deep freezer from you guys in the last 3 months, no issues, this time I looked to you guys to by a TV and then everything goes downhill. From a pitch of we can "price match" to sorry cant help you - Truly Pathetic. Oh and you guys can refund my payment which is in excess of R15000.00 that take 3+ days to reflect in my account meaning that I LOST OUT on the same TV at a far cheaper price from a competitor. When I was shopping around many sales people from different stores mentioned to me that your prices are inflated to compensate for the so called "discount" making it a barging to shop with yourselves - if only I had listened from the onset & took my business elsewhere. Mr Alan Hirsch, I truly hope that this matter lands on your table - It takes months to find a customer though seconds to lose one.

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Hirsch's smeg oven and poor customer service

The handle of my Smeg oven snapped 9 November 2019. Contacted Hirsch's whom initially felt that the handle is a cosmetic feature and they would not cover the repair under my Maintenance Contract. After reasoning with the service manager that the handle is not cosmetic as require the handle to open and close the oven, Hirsh's eventually agreed to replace. The problem is that both the service manager and branch manager have not given me any feedback after both promising to call back on the day to advise as to when I can expect the replacement handle to be installed. The service manager was very wishy washy and the branch manager promised to follow up. Service has been terrible. Will I have my oven repaired before Christmas : or not? Post customer service is non existent and I will not be supporting Hirsch's in future.

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Zangile_
Johannesburg, US
Nov 08, 2023 9:05 am EST
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The pressure I had since I just recently moved to my first apartment. I was too stressed about the appliances for my apartment because I knew I wanted quality but I'm not knowledgeable when it comes to that. I'm grateful for the service I got at Hirsch's Fourways from Patricia Moyo one of the sales assistant. She made it so easy and she explained everything to the core☺️ my whole apartment is about to be Hirsch's

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Hirsch's defy top loader washing machine

I bought a top range Defy top loader in December 2018. I have had endless trouble with it. Now it has been 3 months since i could last use it due to it slamming around on the spin cycle. Eventually a person came out and said it needed new shocks. Waited 5 weeks and still doing the same thing! Contacted manager at Hirsch Ballito, e mailed Mr Hirsch himself and still nothing. MAny promises to collect and repair and yet here I still sit with no use of my machine and it is still under warranty. Poor service does not come close to describe Hirsch!

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Hirsch subsequently have been in contact and am happy to report that a solution is pending.

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Hirsch's whirlpool 12kg washing machine

Hi, I bought a whirlpool 12kg Front Loader Washing Machine at Hirsch's Centurion (Gateway) on the 15th August 2019 at around 17:15.They promised that they will deliver on the 16th before 12:00.In the morning they called confirming the address and delivery time. After then I was called by the sales person by the name of Lennie informing me that they do not have the machine. Only the 1 in the floor. He said I must come and view it. I told him I need the refund. They tried to sell me other machines. I told them. I was not interested. I told them to do an Eft for me. They said they can't. I wanted to see the manager. He refused to tell me his name and to promise about the refund reflecting waiting days on my card. The lady manager said it can be 10 days. I told them I need money to get another machine. The guy manager said that is crazy. He is not the bank. I left without my money. I told them I am taking further steps. They said is okay.

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