Dion Wired Canal Walk terrible service

3 December 2018 Hello Peter, This has been going on for the past 18 months, and I desperately need help. Dion Wired in Canal Walk has been trying to take advantage of me, possibly because of my old age. However I still run my own business, do my own and my husband’s taxes, am very well organised, and have a good memory, and a very active mind. I needed to upgrade from my 9–year old Lenovo laptop, which is not wi-fi compatible, and bought a brand new Dell i3 laptop from Dion Wired, Canal Walk, on 1 July 2017. It was faulty when I bought it. I returned the Dell i3 to the store within 7 days of purchase. The Manager at the time (Farouk) was called. He did not check, or even open the laptop, and refused to take it back, or refund me the R5999.00 that I had paid. He was unpleasant, and instructed me to load ‘Office’ onto the laptop (which had Windows 10 installed) as he said it would not work properly until I did this. I took it back home and loaded Office, as he instructed, but the faults remained. Following are the problems: - Letters frequently duplicate. - The cursor appears all over the place when typing. Letters and words appear randomly, in the centre of previous words, sometimes at the top of the page in the heading, in all other lines, sentences and paragraphs. One has to search where it is typing at that moment, and documents have to be constantly checked, and rechecked. - I touch-type accurately. It highlights randomly (with no reason), words, paragraphs and often complete documents that I have typed, which then, of course, totally disappear, if I am not constantly watching the screen, while typing. - Frequently, when switching on, a sign appears that Windows has not loaded correctly, and the laptop needs to be restarted. Took it back AGAIN, the following week, 13 days after purchase and then (without even opening the laptop) Farouk told me to buy Kaspersky from them (for R449) which he said would take away the faults. I bought it, and they loaded Kaspersky for me …..but the faults remained. I was later told by the shop staff, that the Manager, ( Farouk), had been removed from the store ‘for obvious reasons’. All this was costing me - travelling an hour each way to and from the store, through heavy traffic each time and getting this costly ‘advice’ that added to their shop sales, but did not help at all with the faults. So, with no other options, I tried to struggle on using the faulty Dell. After a couple of weeks though, I began to use my old Lenovo again, which does in a few minutes, work that takes an hour on the faulty Dell. I am a fast, fairly accurate typist, and my old Lenovo still works well. In mid-May, this year, while shopping at Dion Wired, I discussed the useless Dell laptop with the technician, Serafina, who told me to bring it in, so she could look at it. On 28 May 2018, less than a year after purchase, I took it back again. (it is guaranteed for 3 years). Serafina watched while I typed. She saw the duplication of letters and the erratic cursor. Then she stopped me while I was typing, as the whole page had highlighted itself and turned blue. She said “but you were only typing”. She phoned a colleague to discuss the fault, and neither she, nor her colleague knew what to do about it. They discussed and decided to reload Windows, and send it on to the Dell Agents. I was asked to sign an Assessment/Repair slip, staff attached my list of the laptop problems, and it was all left with Dion Wired, after stressing that I needed the repair done urgently. I was phoned by the store, to come in to see the laptop after reloading windows! The technician was not there, and I was told to speak to Burger, the current Manager at the time.. He could not find the laptop at all, but fortunately I had taken a photo of the serial number and details, and it was found. On switching it on, he could not find windows. He took the laptop away for 10 minutes, to someone who managed to find a small, square screen, and Burger told me to me type on that ‘in the meanwhile’. The faults were the same as before. Burger saw the words appearing in various places all over the screen and inside other words and paragraphs, and also the highlighting. He quickly closed it up, and said he would send it on to the Agents, as the technician had intended. Burger insisted that I sign another Assessment/Repair Collection slip. I hesitated, as I said I had already signed a slip for the repair, and asked why I need to sign a second slip for the same repair. He said he was trying to help me, and could not send it on if I did not sign another slip. I had no option, and signed another Assessment repair form, for the same repair. I asked him to make sure that he sent the list of faults that was attached to the original form, and said it was urgent, as I needed the laptop. He assured me that he would see to it immediately. SIX days later, Dell sent me confirmation that they had just received the laptop, and would contact me when it was repaired and returned to Dion Wired. They did not. When I phoned them after their guaranteed length of time for the repair, they said it had been sent back to the shop, the previous week. They told me that Burger had not sent them the list of faults, and they did not know what the problem was, and so, could not repair it. No one had let me know. I had handed the laptop in to Dion for repair on 28 May 2018. On 29 June, THIRTY TWO DAYS after I handed it to Dion for repair, they had still had not contacted me, or repaired it. They tried to excuse their inefficiency by saying that I TYPE TOO FAST FOR THE COMPUTER!!! I have discussed this ‘diagnosIs’ with technicians at most of the other top computer retailers, and all they can do is laugh at that remark - it is so ridiculous. (My ancient 9 year old Lenovo laptop has no problem with my typing speed.) Their ‘Agent’, who also seems to be part of the Dion Company, then also asked me to come and type for her! I have travelled out twice and I have typed twice for the Company on the laptop, once for the Technician and once for the Manager, and they have both seen the faults happening. The faults are very obvious. They have kept my Computer, unrepaired, and unrefunded for 6 months. I have noticed on the Dion Wired Assessment Repair Collection slip, that if the item for repair is not returned repaired to me, within 21 days, the item will be replaced or refunded. I phoned Dion again on 29 June, (32 days after it had been handed in for repair) and when (again) I could only talk to the telephonist, I told her about the 21 day limit for repairs, and that they had my computer for repair for 32 days. They quickly sent me a notification at 17.09pm on that same evening, that my laptop was ready to be collected. (Still unrepaired). They have now had my faulty laptop (and my R6000.00 + Kaspersky) for over 6 months. I have written to Dion Customer Care Department about this, several times, and they are very apologetic, and tell me that it is handed over to the branch to see to it. But the Branch does nothing. I have phoned the store so many times, and it has been impossible to speak to anyone other than the telephonist. They do not phone back. Most stores treat us, the elderly, with respect and good service. Unfortunately, Dion Wired is not one of them. According to their agreement, I am eligible for a refund for this faulty laptop. I urgently need to buy one that works. I hope that you can help.