Brilliant complaint resolution

I purchased an Asus laptop from the Blue Route branch (in Cape Town). Although I was very happy with the laptop in general, within minutes of using it I discovered that the screen was faulty. I returned it less than 24 hours later - but this time I went to the Cavendish Square branch, because I knew that I had purchased the last available stock from the Blue Route branch. The consultant at the Cavendish Square branch made me feel incredibly uncomfortable and I got the distinct impression that he did not want to help me. He informed me that they could not provide a replacement but had to send it to the supplier, and that it would take about 2 weeks for a response. Feeling upset by the fact that I had purchased a faulty laptop and was now stuck with nothing for 2 weeks, I sent a complaint via the Computer Mania website. Although it was a weekend I very quickly got feedback. I was contacted by two people from their head office, as well as the owner of the Blue Route store, Glynis. She made it her mission to resolve the issue, and personally went to collect the faulty laptop from the Cavendish Square store, and within two days I was informed that there was a replacement laptop waiting for me. Thankfully I have had no issues yet with the replacement. Although my experience started off negative, I definitely applaud the response given to my complaint, especially from Glynis. Glynis is clearly somebody who cares about her customers and I would recommend anyone to give her their business. I also advise anyone who has trouble with a Computer Mania product to send them a direct mail via the website, as you will not be left without a response.