Formal Complaint – Defective Laptop, Poor Communication and Unacceptable Warranty Handling – Midway Branch

Dear Cash Converters Head Office and Cash Converters Midway Branch Management,

I am writing to formally lodge a complaint regarding a laptop I purchased online from the Cash Converters Midway branch, as well as the manner in which my complaint and subsequent warranty matter have been handled.

I purchased the laptop online in good faith from the Midway branch. Prior to purchasing the laptop, I was not provided with photographs or a video demonstrating that the laptop was operating correctly. The only information provided to me by Donald, the salesperson, was the waybill/shipping information.

I received the laptop on 21 August 2026. Due to my work commitments, I only had the opportunity to properly work on and test the laptop on Thursday, 27 August 2026.

I am the owner/operator of an IT business and have been involved in the IT industry for more than 30 years, with my business having operated for more than 13 years. I have extensive experience in computer hardware, diagnostics, repairs, upgrades and troubleshooting. I have also previously conducted business and repair-related work for Cash Converters and Cash Crusaders. My technical experience in diagnosing computer hardware issues should therefore be taken into consideration when evaluating the circumstances surrounding this complaint.

On 27 August, I was installing the required drivers and had also installed an additional NVMe drive in order to transfer a client's data. After installing the graphics drivers and opening Adobe Lightroom, the laptop froze. After restarting the laptop, the display began producing severe graphical artifacts.

Based on my professional experience, these symptoms raise a serious concern regarding a possible GPU/graphics subsystem fault, display-related fault, driver/hardware incompatibility, or another underlying hardware issue. The fact that the problem occurred during normal installation of the required graphics drivers and while opening a graphics application is particularly concerning.

I immediately attempted to contact the Midway branch on Thursday, 27 August. I experienced considerable difficulty getting assistance and was initially advised that the branch was experiencing problems with its telephone lines. However, my concern is not only the telephone issue, but also the lack of communication and follow-up from the branch.

I subsequently contacted Cash Converters Head Office. I initially spoke to Mr Warren, after which the matter was logged with Timmy. I was advised that the laptop would need to be sent away for warranty assessment/repair.

My concern is that I reported the problem within six days of receiving the laptop. Despite this, I was effectively placed into a lengthy warranty repair process rather than receiving a prompt resolution to a problem that was reported almost immediately after I was able to properly test the machine.

I have now spent a considerable amount of time attempting to obtain basic information regarding the status of this matter.

On 3 September 2026, after numerous unanswered emails and telephone calls, I again contacted the Midway branch. I spoke to the branch manager, Patience. Unfortunately, I found the manner in which the matter was handled to be extremely disappointing. I felt that the response was unnecessarily confrontational and lacked the level of customer service, professionalism and communication that I would reasonably expect from a national retailer.

I was then informed that the repair/assessment process could take up to 21 days.

I find this unacceptable under the circumstances.

As an IT business, our normal repair turnaround is generally between 24 and 48 hours for many diagnostic and repair matters. I understand that a retailer may need to send equipment to an external repair facility or supplier, and I am not demanding that Cash Converters perform a repair within 24 hours. However, I do expect reasonable communication, a clear timeframe, proper escalation and a meaningful resolution.

I was also informed that I would receive feedback on 4 September after Mr Warren escalated the matter again and contacted the store. I was specifically led to believe that Patience/the store would provide me with feedback.

That feedback did not happen.

This is particularly frustrating because I have repeatedly had to contact Cash Converters myself simply to find out what is happening with a laptop that developed a serious fault shortly after purchase.

My concerns are therefore as follows: The laptop was sold to me without the branch providing photographs or a video demonstrating its condition and operation prior to purchase. The laptop developed a serious display/graphics-related problem shortly after I received it. The fault was reported to Cash Converters within six days of receiving the laptop. I have experienced repeated communication failures and have had to continuously follow up myself. I have not been given a clear written timeframe for the assessment and resolution of the problem. I was eventually advised that the process could take up to 21 days, without adequate explanation as to why this timeframe is necessary. The promised feedback from the branch on 4 September did not take place. The manner in which my concerns were handled at branch level was, in my opinion, not consistent with reasonable customer service standards.

I want to make it clear that I am not simply complaining about a technical fault. Hardware can fail, and I understand that. My primary complaint is about how the matter has been handled after the fault was reported.

I purchased the laptop in good faith and expected to receive a functioning product. I should not have to repeatedly telephone and email the company simply to obtain basic information about a warranty matter.

I am therefore requesting the following:

• A formal investigation by Cash Converters Head Office into the handling of this transaction and complaint.

• A written explanation of what happened with the laptop and why the matter has been handled in this manner.

• Confirmation of exactly where the laptop currently is and whether it has been received for assessment.

• Confirmation of what diagnostic testing will be performed, including testing of the GPU/graphics subsystem, display, graphics drivers and other relevant hardware.

• A clear written timeframe for completion of the assessment and resolution.

• Confirmation of whether the laptop will be repaired, replaced or otherwise resolved if the fault is confirmed.

• A review of the communication and customer-service handling by the Midway branch.

• A written response from Head Office rather than simply another verbal assurance from the branch.

I would also like the company to understand that I am approaching this matter professionally. I have extensive experience in the IT industry and understand the difference between a legitimate hardware fault, a software/driver issue and a warranty assessment. I am therefore asking Cash Converters to deal with me transparently and professionally rather than simply placing the matter into a generic "21-day repair" process without proper communication.

I have been a customer and have previously conducted business with Cash Converters/Cash Crusaders, which makes this experience particularly disappointing.

I would appreciate a written response from Head Office addressing each of the concerns raised above and confirming the exact next steps.

I reserve all of my rights in respect of this matter should it not be resolved satisfactorily.

I look forward to receiving a proper written response and resolution.

Kind regards,

Albertus Kriel 2nd Phase Computing