At a loss, what inferior service

Good day. I have had the most horrific experience dealing with Game Online. Firstly, their delivery team left the machine outside as they refused to deliver at the time I had requested with one of Game's consultants. Then when the machine was being installed, water came out of it, suggesting that it had previously been used. There was also a small patch of mould in the detergent compartment when I first tried to use the machine, which also confirmed this. I cleaned the mould and attempted to used the machine, only to find that it wasn't even working! I tried several times, as per the manual and YouTube videos; the only load I was able to wash was when I left the machine on and left for four hours. The cycle had apparently started at some point and when I came back it was still busy. I logged a ticket for assistance first on 2021/12/21. Their automatic response indicated high volumes due to Covid , which I understood and awaited a response.

On 2021/12/27 Emily Abrahams responded requesting pictures. I did not respond to this email immediately as I was enjoying time with my family, and as it was the holidays, emails were not top of mind. On 28 December, she sent an email stating that if I did not respond in 24 hours, the ticket would be closed. So after patiently waiting for an undefined amount of time to receive service from Game, they give me 48 hours to respond to an email, during the festive season, without even so much as a phone call or text to let me know of their steep customer-side expectations.

I got to my emails on 4 January when my family and I had parted and it was back to emails and everything else. I sent Emily the requested pictures, to which she did not respond. I called in to the Call Centre and spent close to an hour on the phone, speaking to Sinesipho Ben. I sent her the pictures as well, and she informed me that she could not arrange reimbur*****t as the item had to be inspected first.

She was supposed to arrange collection on any day after 5pm and we scheduled for her to call me at 4:30pm that day as she apparently couldn't conclude the collection arrangement then for some reason. I also had to go as I had already spent an hour of my work time trying to get this sorted.

She did call at the stipulated time, informing me that she was still talking to the couriers to arrange a collection after 5pm during the week, and at any time during weekends. On 2022/01/07 I sent her an email stating that she can book the collection from 4pm on weekdays (I work 30 minutes away from my home, as I repeatedly informed her). I would still be available on weekends. On 2022/01/11 she responded, stating that she would "try" to arrange a collection for 2022/01/12. I had an appointment scheduled for that afternoon, which I cancelled to accommodate the collection. I called her twice on 2022/01/12, to which the phone just rang perpetually. I further sent her an email on 2022/01/12 to confirm the details of the collection. I have still not received a response.

This has been frustration upon frustration, as well as added costs for me as I have had to pay to do my laundry elsewhere, while a have a machine from Game that does not work, which Game is apparently refusing to collect and reimburse me for. May SOMEBODY at Game KINDLY attend to this urgently as it is nearing 1 full month of trying to get a simple query sorted.

Anelisa