Disappointing After Sales Service

It has been now 8 days since I have reported a faulty Skyworth Google tv with Game Westgate. I have to send emails to the store to follow up and that's when they will react. They are not proactively managing this situation and have proven that they take me as a customer for granted.

A lady at customer care just call me, after I sent a 2 emails today in total. To give me the same old story that they can't log a call due to faults with their portal, bear in mind that the fault is now becoming unbearable as the TV keeps on blacking out.

Expect a 16inch Google TV at your Game entrance tomorrow the 30 Jan and I expect a full refund. This is the worst service I have experienced with a Retailer ever.

I want my money back, I will not wait for another day or week.

Nope 3 weeks with a dysfunctional TV. No contact from Supplier, No contact from purchase point Game Westgate. So much on "You always win at Game*. That shoild give you an indication on how long I have been a customer but hey that doesn't count right

I honestly now want a refund, we can't go on like this. It is just getting tiresome.

I am at a loss for words, Game staff has proven to be arrogant and lacks basic customer service skills.

I returned the tv to the purchase point Westgate branch, they still refused to give me a refund, sighting that they are waiting for the supplier to approve.

Over 3 weeks of the worst customer experience display, still no tv, still no refund.

I am the one who initiates contact and do follow upd.

What a shame for such a huge retailer.

Yoh, kindly don't contact me until you tell me to come through for a refund.

Contact your worst customer service champions Cleorisa and Simon at the Westgate branch to get status of yhe query.

Came to the store 21 Jan to report thiz, sent an email 23 Jan, call logged with supplier only +2 weeks later.

This is shameful and embarrassing I must say.

I am certainly going tp escalate this to your CEO as well as the Ombudsman. What a bad experience I have ensured +3 weeks of no assistance. WOW

No intention or even interest on service recovery. They all sound lije parrots reciting same thing

I am not going to let this slide, it is too stressful, costly and just awful for a customer who paid 10k cash on a purchase.

Just a reminder of my ongoing plight.

Kindly take note of the After Sales Service, I experienced at your Westgate branch.

I purchased a 65inch6 Skyworth Google TV in July 2024, we started experiencing with it in the last week of Jan 2025.

Below is the sequence of events, leading to the headache, poor service and inconvenience that I am still exposed to.

1. I went to the store to report the fault, assisted by Thami at your TV department. He advised that I need to send an email to rhe branch Customer and subsequently made a copy of the proof of purchasing sighting that he will also give them heads up to expect an email from me. He sent a text with all email that I should address the email to which are, text received 22 Jan, email *** you can CC *** and ***
2. Sent an email to *** you can CC *** and *** on the 23 Jan 2025 at 07:53am, giving a detailed fault description, sent back, forth as well serial number images of the TV and my contact number. This is when my plight began.
3. 23 Jan 2025, 14:35 sent a follow up email requesting a supplier service call log number, no feedback received
4. Received a call on the 24th, they requested proof of puchase, which the store already had a hard copy that Thami did, I comp**** amd resent via email, they received and went MIA
5. 24 Jan 10:04am sent another follow up email, requesting service call ref, still no acknowledgement or feedback on the enquiry
6. 27 Jan 2025, received a call from a consultant named Itheleng requesting same pictures I sent. I comp**** and sent them 3x on email whilst on call with her. Take note that a call is still not logged at thid stage. I am still sitting with a dysfunctional tv
7.
8. 29 Jan 07:58am, resent a follow up email highlighting that the call log ref is still not received and I am still not enjoying my 10k cash purchase
9. 29 Jan 10:54 sent another enquiry, Itheleng called and notified me that the supplier is offline they are struggling to log a call, 8 days later
10. I notified them via email same day 29th that. I am not happy with how the matter is being handled, from lack of updates, non reply yo email enquiries to false call back promises made
11. Saying that was just a jinx of some sort, I the got contacted by your TV department manager, who lacks customer support skills, a true bad customer champion, no listening skills, patronizing, lacks accountability and plain rude.. Oohh you actually have quite of those management personalities in that branch, will highlight another one when we get to her role in the scheme of things
12. 30 Jan finally someone managed to figure out the supplier system and logged a call, service call ref sent and hope restored that your chosen supplier will contact me, what a hopeful joke
13. 4 Feb 2025, sent email notifying them that no call has been received
14. Logged a social media complaint with Hello Peter, told that the issue has been escalated to the Regional Manager and it will be attended to.
15. 3 days later 7 Feb, sm team called to follow up and I told them that no help received still.
16. Now I am at work, same day got a call from supplier sighting that they are on yhdir way through to my home. No prior appointment arrangements. I told them that I can't make this impromptu assessment
17. 08 Feb, I took the tv back to the branch, thry claimed they can't refund me, Simon said that and I asked to speak to someone who can make a decision, highlighting my experience and lack of service from their end.
Simon called Clarissa, she kept me waiting for 50min in total, this one was just a star performer. Stuck to the scripts, disregard of customer issue, disputes query start date facts and claims it was only brought to her attention on the 30th Jan but still will not grant a refund.

I left the TV at the store. It is now 12:26, 21 days in total. No update of the resolution, nothing

This is by far, the worst service I have ever encountered as a consumer.

My TV was reported within the CPA period, I demand my money back given the poor after sales service provided by your branch.

I have been without a functioning TV for 22 days in total and all Game can say is sorry, no resolution TAT, Nothing. Just suffer poor customer. Give us your money and never experience any benefit of the product that we sold to you


This is absolutely shocking, no pnr6is taking into account the inconvenience, poor service caused by the store anf the role they played in this whole mess.

I need to know when will I get my money back, provide a resolution please.

Your Simon took in my TV on Saturday, assured me that he will get techs in store on Monday. It is Tuesday, still no call, no update, nothing.

Is this how you really treat your customers, like please read the query and sequence of events. Is this fair practice?

If no resolution is given by today, I will be logging a complaint with Wendy Knowles and the Ombudsman. I have given you guys an opportunity to resolve thid. You are failing.

This is rhe greatest weakness Game has, poor customer service skills.

You all do not read and analyze the query, you are sll wuick6to reject without learning facts. This is such6a bad trait.

I bought the TV 27 July 2024, reported kn thr 21 Jan 2025.
, sent a call log request 23 Jan 2025. Now calculate a d tell me if that was not within 6 months of purchase.

This is embarrassing and irritating man. Stop it

This is rhe greatest weakness Game has, poor customer service skills.

You all do not read and analyze the query, you are all quick to reject without learning facts. This is such a bad trait.

I brought the TV 27 July 2024, reported kn thr 21 Jan 2025.
, sent a call log request 23 Jan 2025. Now calculate and tell me if that was not within 6 months of purchase.

This is embarrassing and irritating man. Stop it

Kindly escalate this to your Customer Service Group Exec. I am putting this request on records so that you all aware that I followed due process.

Escalate this.

Yoy still not giving me resolution TAT snx kdfp6on justifying without facts.

When sm6I getting a resolution to my plight and ths trauma that I am enduring. Finalize this plesde smd stop unfounded projections.

But you had the audacity to tell me that this doesn't meet the CPA criteria *shaking my head. You all honestly don't take this issue seriously.

22 days and counting, your store still hsd not made contact.

Day 24, still without a TV.

24 Days without a TV, why should I suffer for your supplier's system being offline. 24 Days. Next week it will be a full month without TV. Why is Game not holding the supplier accountable for their process failure. When did Game get to this point of not caring. 24 DAYS, 24 DAYS.

I WANT MY MONEY BACK

I WANT MY MONEY BACK

My question is what is Game's SLA on supplier after sales process failure, what is your mitigation process given my issue sequence of events, the time it yook for the supplier yp finally collect the tv, the time it took for the store to log a service request with the supplier? taking all facts into account anf ghe fact that I bought a product for a specific purposes but I have no positive experience for the intended need of that product.

Am I expected to wait for 30 days to get service for a product that I paid cash for?

What is Game promise to customer if they are unable to deliver on after sales?

Day 27,no positive feedback. Wednesday it will be 30days in total.

Kindly escalate this to your Customer Care Executive please.

Your store does not have any answers they don't know the SLA that Massmart has with the supplier.

May I get a response from your Head Of Customer Care at your Head Office please.

Day 31, still no resolutioj. No update. No call.

Please escalate this to the Regional Manager, I want my money back.

Day 31

After posting on Hello Peter, the store tv department manager calls and says "There is developments from them, waiting for email because the one we have is not clear. I will call you back.

I am honestly defeated, clearly Customer Support is not a priority at Game. 31 Days in total, feedback was supposed to be received yesterday, even you SM team committed to Wednesday. It is THURSDAY and I had to follow up.

I am just now tired of this shoddy service.

I did mention that I contacted him, I initiated contact even after Game committed to provide me with feedback yesterday, which they never did as expected.


I even highlighted his feedback, which still has no direction. See my previous post, verbatim.

What happened to Game 21 day commitment. What happened to overall good customer experience from Game.

I am highly frustrated, no TV for 31 days. I paid cash for that TV for Pete sake.

This is definitely appalling.

Thank you