CNA sold me a re-used controller at the price of a new one - Controller belonged to a previous customer

I was in Cape Town attending a workshop and decided visit Canal Walk to buy a few things.

On 9 July 2019 (at 18H54), I bought a XBOX One controller on my Edcon Account at CNA Canal Walk, shop 51, Century City, Cape Town. I asked the cashier if they had any black controllers (to march my current black controller), which she rep**** that they only had white. Seeing that George does not have a CNA currently and that their price are far more cheaper that another shop, I decided to make peace with the white controller. The other staff member (possible manager) brought a remote control from the back and I paid for it and rushed to get back to to accommodation, for I had to get some rest for the journey to George at 00H30 the next morning.

I only got time to have a look at my brand new remote this evening (11 July 2019) with the excitement of my son that will be joining me playing game this weekend, only to notice that the transparent label (sealing the box) was dirty and did not stick that well. The controller box was also placed in a transparent bag similar to the ones you use to put your fruit in at the fruit & vegs store.

I decided to open the box and have a closer look at the controller and found that:

1. The controller did not even had the soft wrapping to protect it, 2. The white controller was dirty (all over) 3. The dirt can be clearly seen in the inside of the right lever (R) and in the grooves along the sides. 4. It is also clear that the headphone jack was used. 5. There is a deep scratch mark on the bottom left side handle. 6. Fingerprints can be seen on the LT and RT buttons. 7. The new sealed batteries were not in the place where it was suppose to be, instead, it was placed in the battery compartment (still sealed). 8. Worst of all, the controller's battery terminals has severe battery acid marks as proof that batteries were indeed used or it got wet and rusted in the remote controller.

I immediately called the CNA at Canal Walk and informed the lady of what I found. She clearly stated that they will never sell used items. I asked whether I can return the item by next week Thursday (18 July 2019) on which she rep**** that it must be done within 7 days or else they need to send it in for repair. The more I insisted that this is not a repair, but a used controller, the lady indicated that they can do nothing and that I can go to my nearest CNA.

My wife, having Asset Management experience, asked me to check if the two serial numbers (on the controller and the box respectively) matched. To our surprise, the serial number on the box did not even correspond to the serial number of the controller.

I decided to take a trip from George to Mossel Bay (closest CNA) to convey my disappointment (11 July 2019, 17H10). The staff at MB was very friendly and tried their best to assist, but could not do any exchange or refund because they did not keep stock. The store manager contacted the manager at CNA Canal Walk, who insisted that they should matched the serial numbers (something she did not asked me to check during our conversation). The answer was the same and the CNA Canal Walk manager indicate that she cannot accept the return as the serial numbers are different. I asked for the other stock on hand (controllers) to be checked whether they made a mistake and maybe placed the controller (which was with us) in the wrong box and that there might be another mismatch between the remaining stock. The response was clear that they do not open any boxes and checked/ensure that they are sealed. The images provided (surprisingly) included a box of a black XBOX one controller) and a green sheet (not sure what it was).

With disappointment, I showed the Mossel Bay staff the receipt of my purchase and the copy that was included with the box. The lady asked me to verify a few detail on the copy, but it did not correspond with any of my detail. We instantly realized that the receipt copy is that of another customer who also bought a white XBOX One controller on 17 June 2019 (almost a month ago). What was also strange is that the serial number of the controller did not reflect anywhere on the receipts, as with mine.

It is clear that the Canal Walk manager is implicating that I am returning my old controller (which suddenly turned white) and now I am throwing a tantrum to have a new one or my money back.

It is obvious, with the information that I have, that the old remote was returned within a actual box that was purchased and the shop accepted the controller without checking. They placed it in a bag with previous proof of purchase and now, sold the "apparently" new controller to me. Even upon purchase, the serial number was nowhere noted down...and if it was, I am sure (according to CNA policy) that they can track back to the purchase made on 17 June 2019 to verify the serial number (controller that was sold as well as the serial number that was returned). Somewhere, someone slipped up and now CNA (the manager) is 'apparently' pointing the finger at me.

I AM SO FURIOUS with a company, that I have been with for most part of my life, and the scenario that is unfolding. I have never came across such an incident in my life and it is disgusting that CNA can do this to customers, knowing that they first have to check the product before purchase.

I am partially to blame for not check the box before leaving the store and trusting the staff. Nonetheless, I refuse to accept anything less than a brand new XBOX One controller which was charged at R999.90 on my Edgards account or a full refund.

I ask Edcon to resolve this matter swiftly and launch an internal investigation at CNA Canal Walk. I refuse to pay for a product which was not according to the standards and demand a refund or a replacement equal to the R999.90.

I have all the necessary detail available upon request.