URGENT DEFECTIVE TV SOLD OVER THE PHONE

I am writing this complaint to formally report the terrible service and unprofessional conduct I have received from Bears after purchasing a TV that was defective.

I bought a TV from Bears on the 15th of September. This was NOT done in-store. I did not see the TV before I bought it. The entire sale was done over the phone.

The salesperson pestered me repeatedly to buy this TV. I told her clearly that I already have a TV and I did not need another one. She would not accept that. She kept pushing me and kept saying "no it's fine, get this TV, it's in proper condition" and words to that effect, until I eventually agreed. I paid in good faith based on her assurance that the TV was in proper condition.

Shortly after purchase, I switched the TV on one day and it started having serious display problems. As can be seen in the video I have attached, the screen started showing lines and distorted images. It was not dropped, knocked, or damaged in any way. I did not touch it or do anything to cause this. I simply switched it on and it was like this.

I immediately contacted the salesperson on the 22nd of September and sent her the video. I explained clearly: "Look at the TV. I didn't even touch it. Not drop it. Nothing like that. I switched it on. It's like this. Please can you fix it?"

That was the start of my nightmare.

From the 22nd of September until now, the 19th of October, I have received NO proper assistance. From the 27th of September until today, I have been following up repeatedly and all I have been told is that she is "waiting for feedback" and that "the people are ignoring her complaint."

How is that my problem? I am the customer. I did not buy the TV from "those people" - I bought it from Bears. It is Bears' responsibility to follow up with their suppliers, technicians, or head office. It is not my job to chase your internal processes.

To make matters worse, the salesperson has now become rude to me. When I explained that I am not going to be able to pay for something I did not even use and that I did not break myself, instead of apologising and escalating the matter, she told me that I am going to have to call them myself. She said she is not going to do that.

I asked her directly: How can I be the one to call them when you are the one who works there? You are the one who sold this to me. You sold it to me, now you don't want to assist me.

This is completely unprofessional and unacceptable. A salesperson cannot pressure a customer into buying a product over the phone, take the sale, and then wash her hands of the problem when the product is defective. That is not customer service, that is negligence.

Now I am in an even worse position. Tomorrow, the 20th, there is going to be a debit order that will try to run on my account for this TV. I have been asking since the 22nd of September - almost a full month - please fix this mistake. I do not want to pay for something that I have not used and something that I did not mess up.

Why should I pay for a faulty TV that has been sitting broken? Why should my credit record and my money be affected because Beares refuses to do its job?

I am very angry and extremely disappointed. I trusted Beares as a reputable furniture and appliance store. Instead I have been pressured into buying, ignored, disrespected, and left with a broken TV and a debit order I should not be paying.

*What I am demanding from Beares:*

1. An immediate response and apology for the lack of assistance since the 22nd of September. 2. That the debit order scheduled for the 20th be stopped / put on hold until this matter is resolved. 3. That Beares arranges for the TV to be collected, repaired, replaced, or refunded immediately, at no cost to me, as per the Consumer Protection Act. 4. That a manager, not the salesperson, contacts me directly to resolve this.

I have video evidence of the fault and all my messages to the salesperson from the 22nd of September onwards. I will not be ignored any longer.

If this is not resolved urgently, I will be escalating this to the Consumer Goods and Services Ombud and the National Consumer Commission.

Beares, please fix your mistake.