Disappointing Service - Game Kenilworth Center

I am truly unhappy with the service that I have received from Game Kenilworth Centre. I took my laptop to the store, the first time, on or abour the 27th of June.I indicated that the laptop is not going on and that the battery light is no longer going on even when you plug in the charger. The laptop is still within the year warranty.

When booking in the laptop I asked the consultant Saadjidah if I should go and collect the charger as it was not in the box at the time. I indicated that I stayed down the road and did not have a problem with going to collect the charger. I was then advised that the supplier will have the neccessary charger because they would need to check what is wrong with the laptop.

I doubled checked with her if I should go an collect it, I was told that they dont book accessories in with the laptops. I then re**** on this incorrect information and then booked in the laptop and was told to wait the 21 days for the repair. On 14 July I called the store to check if there was any progress on the repair and was told that the laptop was back in store.

I then drove through to the store and was told to take the laptop to the electronics section to see if its going to switch on. The laptop still did not switch on, the consultant in the electronics department told me that if its the battery that I would have to pay to replace it, more incorrect information, as the laptop is still very much within the guarantee period.

We then took the laptop to the Customer Service department to check the job card as to what was done to the laptop. We were told that nothing was done as there was no charger in the box. Again, to reiterate, I asked twice at the first booking if the charger should be collected and was told no. I complained that same day and said that it is unacceptable as the laptop was laying in a wharehouse for 14 of the 21 days and returned with the same fault. I then returned the following day, 15 July to book the laptop in a second time and I advised that the store needs to put a rush on the repair as it was due to their sstaffs misinformation that there is now a further delay.

All that was indicated on the Repair Agreement was that customer needs her laptop back asap. Since 15 July to today 10 August. I have been driving back and forth to the store.Each time there is no answer or no feedback. When I went last weeek I was finalliy told that the part had been ordered last week tuesday 2 August and that it took 3 days for the part to arrive, which should have been 4 August, then allowing another 2 days for a courier. I have advised the Customer Service attendants with each visit to the store that we cannot run our business without the laptop and great urgency was always conveyed as great amounts of income is being lost.

Today when arriving at the store, after having been there now 9 times (I actually lost count) and you can check with the staff to confirm, I was told once again that the laptop has not yet come back and I must wait another week. This making it a total of 8 weeks.

I refused and asked to speak with a Manager, calls were made to the back office but nobody came to the Customer Service section to come and speak with me or to apologise for the service. Each time I was told that the Manger will come back to me. I even offered to pay for a same day courier, no bother was made to assist me.

I dont know what more to do as nobody comes back to me if I call and leave a message, nobody comes back to me if I physically go into the store. This is unbelievably poor service to say the least and whats worse is if you ask to speak with a Manager they hide in their offices and pass on messages. I have never experienced such terrible service in my life. Wrong information,told to pay for parts under warranty, driving back and forth just to get any sort of feedback, countless calls and messages. Only one person got back to mes during the entire 7 week period and that was only to tell me that the service provider was still offline.

Please escalate my complaint to a Regional Manager, I am not willing to wait another week,it has been 7 weeks already, 33 days in booking. Please assit me with getting the laptop back urgently, this week!!