CGSO FAILED TO PROTECT THE CONSUMER AGAINST MAKRO & SAMSUNG

I trusted the Consumer Goods & Services Ombud (CGSO) to protect consumers and ensure fairness. Instead, my experience has left me completely shocked and deeply disappointed.

I lodged a complaint regarding a Samsung TV that developed the SAME fault again after supposedly being repaired under warranty through Makro. Rather than enforcing accountability and protecting the consumer, the CGSO appears to have shifted pressure onto me instead.

I repeatedly requested:

* An inspection at my premises by an AUTHORIZED Samsung technician, * A proper technical assessment, * And a report confirming whether this is the same recurring defect.

Instead of ensuring this happens, I was informed in writing that if I insist on an on-site inspection, Makro “may refuse to further assist” with my matter.

Read that again carefully.

A consumer protection body effectively warning the CONSUMER that the supplier may stop assisting if the consumer insists on a proper inspection.

How is this acceptable?

How is this protecting consumers?

This matter has been filled with:

* Endless delays, * Contradictory communication, * Reference number changes, * Lack of transparency, * And what feels like complete unwillingness to hold Makro and Samsung accountable.

At this point I seriously question whether the CGSO is truly acting independently or whether consumers are simply being pressured into accepting poor treatment from large corporations.

South African consumers are already fighting hard enough against retailers and manufacturers. The Ombud is supposed to level the playing field — not make consumers feel abandoned and intimidated.

I expected fairness. I expected accountability. I expected consumer protection.

Instead I feel completely failed by the very system designed to help consumers.

Case Ref: 202604-0187172