Bad Customer Experience

Good Day

It is with great disappointment that I voice out my frustrations on the type of service that I recently received from Game Bloemfontein Fleurdal store, I purchased a Samsung 32 litre microwave at this store on the 21 January 2020 (TRN 657555, Till ID 149), upon the purchase I was informed that the microwave has a 10 year Warranty. In the morning of the 28th June 2020 the microwave just went off showing no signs of power (could not light nor switch on), I then took the microwave in its original packaging to Game Bloemfontein store to report it. I was then informed that the microwave will be taken for repairs which could take upto 21 days, my question was that the microwave is less than 6 months old and yet instead of the retail outlet replacing it for me they are sending it to repairs at my inconvenience. I then asked to see the manager as I needed more clarity on why can't the microwave be replaced as it was less than 6 months old and the manager reiterated that it is the company policy, and then reassured me that she will make arrangements for the microwave to be attended to the soonest (Customer service receipt 6936).

It has now been over a week and I have not heard anything from Game with regard to the updates on my microwave. I strongly believe that my rights as a consumer have been violated in so many ways as it has been a week without the microwave that I purchased from Game. Section 56 of the Consumer Protection act clearly states that "all goods sold to a consumer are sold with an imp**** warranty of quality, that cannot be contracted out of or revoked". The act further state that the warranty gives the consumer the right to receive the goods that :

are reasonably suitable for the purpose that they are intended to be used for,are of good quality, free of defects and in good working order, and will be durable and usable for a reasonable period of time.

Section 56 (s56) and section 55 (s55) clearly states that "If goods are found not to comply with the above mentioned requirements then, for up to 6 months after receiving the goods, the consumer can return the goods or get the goods replaced"

I hereby request that Game store to respect my rights as a consumer and not inconvenience me and resolve this matter urgently, taking into account as a consumer I was never informed about all these lengthy processes at the time of purchase.

Kind Regards

Thabiso Mojikelo