Customer Complaint Review

On November 24, 2017, i bought a Hisense Fridge, model number H7005I-ID, Item barcode *** at the Game Store Located at Atterbury Road and, Lois Ave, Menlyn Mall, Pretoria, 0063. I paid R14,560 including R1,299 of the Extended Warranty Policy for the Sofa on a Credit Card. Game store Delivered the Hisense Fridge to my home after a week from the purchase date.

Unfortunately the Hisense Product has not performed well because the Fridge is defective. The Fridge stopped freezing nor cooling two months after the delivery date. Plenty of our food was going bad too quickly [even before their expiry dates] and that cost us to throw away a lot of food and expenses got high for we had to buy meet every day enough for that only day so it won’t get ruined since our fridge is malfunctioning and an extra cost of car patrol used everyday to go buy meat for the day.

We have not used this Fridge in a way that could cause damage. We contacted the Game Store and lodged our complaint, then a technician attended to us within 7days as they promised. The Technician did some fridge diagnosis and said the problem was the fridge board, came back the following day and replaced the board.

The fridge operated just fine until November 2021. We contacted the Game Store once again on the 11 of November 2021 for the fridge started giving us the same problem again. So the Fridge documents were requested from us by Game Store so they could be submitted to the Hisense Company. Hisense Company sent us a Message confirming a technician has been once again booked to attend to our problem within two [2] working days.

After 2 days the technician did some fridge diagnosis once more and said ‘’another part’’ of the fridge needs to be replaced [we do not know what the name of that part is], the he said to report the matter to Hisense Company and wait for the availability of the part so he could come fix the fridge. The technician did not pitch for 5 days after then, he then pitched on the 6th day and replaced the part that was supposedly damaged. Meanwhile our food kept on getting bad very quickly and we had to keep on throwing away more food.

After fixation, the fridge did not start operating immediately and two days passed by without no change in the fridge problem, we then called the technician on his mobile number and he said to give it up to 5 days and indeed it started operating well after 5 days. It operated well for two weeks then we were back to the same problem once again on the 23rd of December 2021, the fridge stopped freezing and food kept on going bad before time. Then on the 26th of December I made a video inside the fridge and how the problem was affecting my food.

On the 3rd of January 2022 we then visited the Game Store in Menlyn mall to report the matter. They said the Hisense 2years warranty was over and we were only left with the the Extended Warranty Policy with Game Store. Then on the 4th of January 2022 we went back to Game Store with all the meat that got ruined while they were giving us poor service of help in the process to having to attend to our fridge problem which we have reported to them on multiple occasions. The people who attended to us was Andrew Maeko and the Store Manager [Chris Skeenkamp]. the store manager was very rude and definitely did not treat us as his cutomers with respect.

Andrew Maeko on the other hand, said he shall book a technician from Game Company and asked for us to wait for at least 5 working days.

So our concern is while we wait and have waited on multiple occasion as our food kept on going bad and still does. What do we do with the food that keeps on getting bad before their expiry dates? How do we recover from extra costs this problem has cost us? While they have been sending over different technicians and no change has been made throughout all the fixing at our own expense.

Till today on the 6th of January 2022 no actual step has been taken by the Game Store, all we have seen are attempts that keep on requiring of fixation every now and then, no actual help was given rather after lodging the complain by the store and of course trying to make them understand the situation at hand the store manager [Chris SkeenKamp] called security guards on us, and our food keeps on going bad before time on a daily basis.

An intervention would really be much appreciated. I look forward to your reply and a resolution to my problem. Please contact me by phone at ***