Shocking service from Computer Mania

I Purchased my laptop at Computer Manua, Mall of Africa Branch on 15.12.2023 for about R22,000. Updates were regularly done and successfully downloaded and installed up to 2025. In about June this year, I wanted to do updates as usual, and clicked on download. The updates ran, but only got to 75%, and then failed and I had to retry. I retried, and the same happened. Thinking my Wi Fi signal was weak as the router was in another part of the house, I placed the laptop in the same room. Windows then ran the download, and when I got to 75%, it again failed. I tried again several times, but it always failed. I then got a message saying that I had to have windows 11 reinstalled.

I decided to take it back to Computer Mania as I had bought it there. When I was still using the pc at home before taking it in, the sound was working perfectly. Windows 11 was successfully installed at a cost of R495, and I was told that my pc would now work better than before. Thie initial customer service was friendly and efficient, but it all changed when I returned the laptop again. The repair quote stated “physical damage on it” To me, physical damage means visual damage, such as to the bodywork, screen, keyboard etc. This was clearly not the case, as the damage/fault lay with the software, unless the term “physical damage” is used to describe such.

I took it back and explained that there was no sound and that I had tried every possible test and setting. The windows test said that the sound and speakers were working normally. They were not. I was the told that the pc would be sent to their supplier and that they would phone me when it was ready. After about a week, I decided to enquire as to the status of my repair, and I was simply told that they will phone me when its ready. I tried to press the person for more information, and it was clear that he was agitated, and he told me it would take about 1-2 weeks. Subsequent calls and store visits were pointless. Why couldn’t he simply have picked up the phone or sent an email and updated me, the customer.

I again phoned the store on 26 September to get a status update. I was told that I will definitely be getting an answer that day, but alas, I was once again let down. Yet another empty promise. On Wednesday, 1 October it would have been two weeks since I had handed in my device. On Monday 29 September I drove to the store and said I wanted to collect my unrepaired laptop from the supplier. I was by now extremely frustrated and angry. They did not know at which supplier the device was, and thought it was either at Mustek or Tarsus as they only communicated via email. It was then discovered that the device was sitting at PC Techies in Germiston. It was literally sitting there as it had been sent to them with the original windows 11 repair note on which was written “physical damage”. More time was wasted as PC Techies tried to ascertain what was actually wrong with the laptop. I then demanded that I wanted my unrepaired device back and drove to Germiston to collect it. This is where they told me that they had only received the laptop on the 23rd of September, so clearly, Computer Mania couldn’t be bothered about helping the customer, unless they tried to fix it themselves first. When I arrived there, it was discovered that the power cable was missing, so I was forced to drive back to Computer Mania, where once again, a disorderly search was made to find the cable. Several cables were produced before FINALLY, I received my cable. PC Techies asked if I wanted to leave the laptop there to be repaired, and I said that I will be taking the laptop to a proper technician who knows what they are doing. I would like to commend Computer mania, Mall of Africa branch for their shocking service!!