Poor Customer Service and Questionable Warranty Handling

Order number *** has reference

I am extremely disappointed with the customer service and warranty handling I have received from Game4U.

I purchased an HP laptop online from Game4U and collected it from their branch at The Glen Shopping Centre. I was informed by the salesperson at the branch that the laptop carried a six-month warranty, valid until 4 September 2026.

Unfortunately, the laptop recently started freezing intermittently, often when I needed it most, making it difficult for me to complete my tasks.

On 2 September 2026, while the laptop was still within the stated warranty period, I took it to the Game4U branch at The Glen and requested assistance, preferably a replacement or refund. To my surprise, the branch refused to accept the laptop under the warranty because it had been purchased online. I was told that I had to deal directly with their online department.

While I was still at the branch, I contacted the online office and was instructed to send an email explaining the problem together with a video showing the fault. I submitted everything requested on 3 September 2026, again BEFORE the warranty expired. Game4U acknowledged receipt of my email on the same day and advised that they would revert to me.

Therafter, nothing happened.

After waiting for more than 16 days without any meaningful feedback, I called Game4U again on 19 September 2026. I was then told that nobody was available to assist with my case and that I should call back on 21 September. Even more frustratingly, I was told that the laptop was now out of warranty.

How can the expiry of the warranty now be used as an issue when the fault was reported, the laptop was physically taken to their branch, and all the requested supporting information was submitted and acknowledged BEFORE the warranty expired?

The lack of coordination and communication between the physical branch and the online department is equally disappointing. From a customer's perspective, I purchased the laptop from Game4U, and I should not have to be sent from pillar to post simply because different departments within the same company do not communicate effectively.

Poor internal communication and administrative processes within a company should never become the customer's problem or result in the customer being inconvenienced or disadvantaged.

I followed the instructions given to me by both the branch and the online department and did everything required of me within the warranty period. Any delay in processing my complaint after that should not prejudice my warranty claim.

What makes the experience even worse is the apparent lack of management intervention. After waiting more than two weeks without feedback, I requested to speak to a manager or have a manager contact me, but I was told this could not happen until Monday.

A warranty means very little if a customer reports a problem within the warranty period, follows all the instructions given, receives acknowledgement, waits more than two weeks for the company to respond, and is then told that the product is now out of warranty.

I expected much better customer service, internal communication and accountability from Game4U. I am requesting that management review my case based on the date the fault was originally reported and acknowledged and provide a proper resolution regarding the defective laptop.

Customers should not be disadvantaged because of delays, poor internal communication or a lack of coordination between departments within the same company.