BAD CUSTOMER SERVICE GAME GALLERIA

Yet again, Game Amanzimtoti lets us down despite encountering poor service over 05 times. Every time a manager calls apologizing and promising it will get better. As a valued customer at Game I have reached a point where I am actually fed up.

We had purchased a Sinotec FHD 03 years back which unfortunately stopped working, however the Sinotec warrantly was for 04 years. For some odd reason we had misplaced our receipt which we had never done before. We did however have the box with the barcode. A lovely lady by the name of Suri at Game Amanzimtoti (receptionist) us with ELJ document which my husband used to drop the TV off for repairs at Game. The TV was dropped of on the 28 September at Game, no one bothered to conatct him regarding the outcome of the repair. 21 Days passed. He then contacted Game via Facebook Messenger. Very quickly he then received a call from a lady named Kogila Chetty who contacted my husband back advising that he will need to get a refund voucher as there is no stock of the same Model as our original TV and to also bring in our TV license if we wish to purchase a new TV.

This is where poor pathetic customer service kicks in at Game once again. He then went to the Game store and spoke to a lady by the name of Fekhile Dube who assisted with the refund of R4000.00 when the value of my original TV was R5700.00. I was given a R5700.00 TV 03 years back as Game messed up with purchase of a TV that I originally wanted that was R4000.00. When he explained this to Fekile she started screaming at him (remember "him" I am referring to who is my husband IS THE CUSTOMER!!!) My Husband was still calm and explained that he needs a voucher, still scredaming at him about her proccess not giving him a chance to speak. She then passed a remark if he doesnt take the refund she will send this originally TV in for repairs which already did go in as 21 DAYS PASSED FROM the date that my husband dropped it off on the 28 Sep 19. BASICALLY THREATENING HIM!

He then asked to speak to a manager. Kogila came through not apologetic about her staffs behavior. She listened to my husband and then advised there is nothing she can do as she is not the manager and is acting for the manager on the day. This is word for word and my mother in law was with my husband and also confirmed the entire conversation from start to end. She advised that the manager has gone home. He then requested if she can give him a voucher to the value of our broken Sinotic TV R5700.00 so that he can purchase another TV and doesnt mind paying in the difference as the TV model he wanted was a SINOTOC and the value was more than the price of our original Sinotec. She then advised there is not stock, He then asked her if the Hisense TV is available, she said I quote " Hisense is very expensive and they only have 65 inch and above" . They wanted to give him a Telefunken TV but the warranty is only for a year which is unfair. Kogila and Fekila have no no customer service s****s over the phone and physically in front of a customer. I wish that GAME starts recording calls because my husband spoke to her when she called and she is rude and unhelpful. Fekila on the hand is worse. She doesnt allow the customer to speak and learn to listen to customer, hear they frustration and try and help. They both behaved as if we came to Game BEGGING for them to give us a TV at no additional cost for free! They are both inattentive and doesn't show any concern. Your body language can reed alot in a person especially in a customer service industry. Facial expressions as well. A customer comes first in any company. You always try and go the extra mile, so initiative which they LACK! Little have they realised that I have been through this with Game Galleria numerous times and give them so many chances hoping they will improve with customer s****s.

Eventually after all this frustration, I decided to call Game on Friday and ask to speak to SURI. I asked her to get the store manager to contact mu husband asap. I do not his name but he was black guy, he was such a pleasant man who took the time to listen to my husband and even apologised. He advised that my husband should come in the very next day to the store to fix this issue. He unfortunately worked the morning shift on Saturday but handed over to Rishaan. My husband spoke to Rishaan who was so helpful and called in the store manager a whitr gentlemen. Firslyt Kogila **** as there was over 05 stock of Sinotect TV'S. She also didn't want to make any decisions when my husband originally spoke to her in the week, because I asked an agent at game if she is the manager on the floor and they confirmed it. So her customer service was as well as the two lies she had spoken!

My husband was given a Telefunken TV which the manager (sorry could not remember the name, white guy) had extended the warrantly which was fair. This complaint was so easy to be fixed if only the manager (Kogila)/ staff Fekile could just listen and find a solution then say there is no way. There is never now way of resolving a problem in customer service field.

So my husband brought in the TV and connected it. There is a small "W" that's at the bottom of the TV in the screen in black, assuming a manufacturing fault. So we cannot accept a TV that is not 100% inorder and correct. The COLOUR/QUALITY OF A Telefunken TV is not as clear as a Sinotec BRAND which there is enough stock as Rishaan even showed him the stock. Please can my husband get a new TV, Sinoctec brand even if the TV is more then the value that he paid. I am sure for the all this trouble er have been through you can override it. We had made 03 trips and wasted enough airtime and went through alot just because our TV was broken. Thank you to the 03 gentleman who did assist. Its not the male managers fault as he put the TV on before he handed it to my husband which was the right thing however the "W" sign was so little and is inside the screen of the TV and can be viewed only when a channel is on.

Bad customer service is caused WHEN STAFF poorly trained staff members who lack knowledge and s****s to perform various tasks and poor products or services but mainly bad customer service is when staff are arrogant and dont give the customer a chance to speak and playing the BLAME GAME! Since customers are aware that businesses are privy to their complaints, ignoring them is always worse than acknowledging them. A lack of response signals to customers that the company not only doesn't care about their opinion but, also doesn't value their contribution to the business. i EXPECT HIM TO BE CONTACTED ***.

I will be taking this up further with the consumer act via legal wise.

Regards

Jacelyn Ganesh