Disgustingly poor customer service

I purchased a laptop (ASUS INTEL CORE I7) on 23 June 2018 from Deon Wired. The laptop was working fine till about about a month ago. It would not work if it wasn’t plugged in a power source. And sometimes even if it was plugged in, It would randomly switch off. The Laptop was still under warranty so I needed to get it fixed as I used it for campus and work purposes. The warranty end date was 23 June 2021.

Due to Deon Wired closing down during the pandemic, Game took on all hardware claims from them. My girlfriend and I took the laptop to Game Kenilworth centre on the 9th of March for it to be booked in for repairs.

Firstly they took about 45mins to find item number which was super clear to read off the slip. Finally they got the slip and booked the laptop in. My girlfriend received the sms saying that laptop has been booked in. The agent at game told us it would take 3 weeks for them to fix the laptop and they will contact her when it is done. My girlfriend also received a SMS with a reference number and a contact number should she have any problems.

3 weeks past and nothing from game. My girlfriend called the number that was sent to her in the SMS. She called thrice with no answer. The fourth time they answered and kept her on hold for quite some time. Then finally when they got back they asked for the reference number she got in the SMS and her number because they we going to call her back. She never received that call back.

Fed up. My girlfriend went to Game stores on the 16th April 2021. Still no Laptop and still no callback on a update on whats happening. To her avail, the laptop was not even booked in for repairs at all. It was just on a desk by the back door of the store room. Not even wrapped to prevent further damage, nothing. On requesting to speak to the manager because this is poor service she got told the manager was not present.

She told them she will be returning on Monday (19th april 2021) to sort things out as they told her the manager will be in. And again she got told the manager was not present AND the laptop was STILL not booked in.

This is utterly disgusting customer service. And this needs to be sorted out immediately. We refuse to wait any longer as we waited for the time that was given to us. This needs to be sorted out immediately or I will be complaining to the OMBUDSMAN.