FNB Connect - Defective HP Intel Core i7

I purchased an HP Intel Core i7 from FNB Connect in December 2019, this has been my experience thus far:

* I received the device on 04 December 2020 from FNB Connect * Since booting the laptop for the first time it has been slower than what an Intel Core i7 operating system is supposed to perform. * My boyfriend who works in IT with laptops on a daily basis than had a look at the computer and he confirmed that the computer was not working in line with the specs. * On 28 January 2020 I connected FNB Connect (***) regarding the computers bad performance, it was collected from my work premises on +- 25 January 2020. * I received the laptop back after a week without any communication from Platinum Warranty regarding what was wrong with the device and in the box there was a paper confirm the OS had been reloaded. * I called Platinum Warranty desk to ask them how they could just perform a "repair" on the device without contacting me first to discuss the issue, the person said it was not their standard procedures to contact customers regarding the problems if the device was under warranty. Meaning, because the device is under warranty this service provider can do anything to your device without communicating to the customer first? * An FNB Connect representative later contacted me to ask if the issue had been resolved and I communicated my frustration with Platinum Warranty to him, however, he did not seem concerned and also did not know what to do about it. Furthermore, I asked him how it was possible for me to get a brand new device with a *******ed operating system and he indicated that there had been a batch of devices received from the supplier with *******ed operating systems and this was being addressed. * The computer was a little bit faster but still not performing at the level of an Intel Core i7 - I know this because I work on a similar laptop for my job. * I decided to let it go - however, the performance of the computer became increasingly worse over time and on 13 April 2020 I sent another email to FNB Connect to complain about the device performance relating to the operating system. * A FNB Connect representative contacted me about the 15th of April, however, after about 5 mins of me explaining to him what was wrong with the computer he put the phone down and never contacted me back again. * The week of the 15th of June 2020 I lodged a formal complaint with FNB regarding the FNB Connect device I received after not receiving any further communication from FNB Connect regarding the issues I was experiencing. A representative from the complaints department contacted me and they collected by computer in that week to be sent to Platinum Warranty. * On the 23rd of June 2020 I received a quote from Platinum Warranty charging me to reload the operating system as it was an out of warranty repair (they only reload the operating system once in 12 months) * I communicated to the complaints department representative that I was not satisfied that I, as the customer, had to pay to reload the operating system that has not worked correctly since I received the computer, and there was no guarantee that reloading the OS would improve the performance of the computer to be in line with the specifications promised during the purchase. I wanted the computer to be replaced. He referred my comments to management. * The management of the FNB Complaints department took 2 weeks to reach a resolution - they would reload the operating system and wave the fee, however, if the operating system had to be reloaded again I would need to pay for it. * I told the representative I was not happy due to the following grounds: (1) FNB Connect had admitted to me that they had received a batch of computers which were damaged and sent it to their customers, (2) The OS has already been reloaded and it did not improve the performance of the device, (3) I am paying for the device on a monthly basis which I cannot use to the capacity it was acquired for, (4) If I had purchased the device through other means such as cash from a reputable computer store they would have replaced my device as it was faulty from the beginning, * It has been a week and I have received no feedback from FNB regarding my complaint or the device - in total it has been a month since my device has been with FNB and although I have not been able to use the device they still claimed the premium this month. If this had been another service provider I would have stopped the debit order or monthly payment until the issue was resolved, but because this is FNB they just deduct the premium from my account.

As per Section 56 of the consumer's act - If the goods are returned for repair, the supplier will only have one opportunity to repair the same, and if the problem re-occurs, the product must be replaced or the consumer refunded.

It is noted that I did send the device back to FNB connect within 6 months of purchasing for repair, and within 3 months (section 57 of the CPA app****) I contacted them regarding the same issue (however, their representative put the phone down in my ear). Therefore, I am in my full right to claim for the device to be replaced/my installments to be refunded.

It is noted that the FNB Complaints department only does telephone calls, they do not send emails in order to prevent a paper trail which can be used as evidence against FNB later. However, I do have my emails that were sent to FNB regarding the device.