Extended Warranty

We bought a 65inch UHD JVC television on 28 August 2018 from Game, Tyger valley Centre and also took an extended 2 year warranty on it. Below I will now stipulate the full sequence of events as from Saturday, 29 August 2020.

1. On Saturday, 29 August 2020 when we switched on the TV there was sound but no picture. We immediately got our extended warranty contract and I phoned Game, Tyger Valley immediately. I spoke to a Quinton (which later on seems to be a Vincent). He immediately requested that we need to bring in the TV to the store. I explained to him that I will not be able to do that and according to the contract they need to get a technician to attend to it at my home. He then indicated that the persons responsible for the extended warranties work from home and that he will send an email on Monday, 31 August 2020, to them regarding the problem. 2. On Monday, 31 August 2020, I phoned Game Tyger Valley again and then spoke to a Marvin, who the indicated that there is no person by the name of Quinton working with them and that I’ve possible spoke to Vincent on Saturday, 29 August 2020. I had to explain the problem once again to Marvin, who again insisted that we bring the TV to the shop. I again explained everything as it was explained on Saturday, 29 August 2020. He didn’t want to budge and then I’ve insisted to speak to a manager who will be able to assist me. He then indicated to me that he will put me through to the Customer Services manager, Ebrahim Roos. I once again had to explain everything to him. Ebrahim then indicated that he will send an email to the ladies, as they work from home and can only be reached via email. 3. I phoned Game Tyger Valley once more on Tuesday, 1 September 2020 and was informed by the switchboard that Ebrahim is not a manager but the Customer Services supervisor. I then spoke to him and he indicated that he didn’t received any email in return as yet. While busy speaking to him I Googled for info on Game Extended warranty and got hold of the tollfree phone number and indicated to him that I will rather phone them directly. 4. I immediately phoned the tollfree number and was informed by the guy who answered that all bookings of TV sets 55inch and greater needs to be done by the customer themselves by calling the tollfree number and not via the store because a technician needs to be booked to look at the faulty TV at the customer’s premises. Was the staff at the store not suppose to know this from the start and guide the customer accordingly? The call was cut off and I had to call again. I then spoke to Shihaam, who immediately assisted me with the booking and gave me a reference number. She also mentioned that there was a backlog due to Covid-19 and the worst case scenario will be that the technician will only contact us within 12 working days from the booking. 5. I started to follow-up on the progress from Monday, 7 September 2020, on which date I was informed that its still in process and not escalated to a technician as yet. 6. I contacted them on the toll free number again late afternoon on Wednesday, 9 September 2020. I was then informed that it was escalated to the technician that morning around 10:46 and that the technician will make contact with us within 3 to 5 working days. Each and every time I phoned I had to hear about the backlog due to Covid-19. 7. I again follow-up late afternoon on Friday, 11 September 2020 and was informed that its still in progress and the technician will most probably make contact on Monday, 14 September 2020. 8. No call was received on Monday, 14 September 2020 and I again had to follow-up on it and was informed that it takes up to 5 working days. 9. I follow-up again on Wednesday, 16 September 2020 and the same story. Nothing and no calls. 10. On Thursday, 17 September 2020, I once again follow-up on it and I then informed them that that day now marks the passed by dates of the dates indicated from the booking and up to now. Now its 6 working days since the booking was done with the technician and exactly the 12th working day since the error booking was made by us. I also indicated to them that I no longer want to know about a backlog due to Covid-19, as all the max days were already reached and that that’s an easy excuse for incompetence. 11. The morning of Friday, 18 September 2020, I received a call from Edward from Unitronics as the technician assigned to our booking. My husband was at home, as he is retired. I ensured that I also be present once the technician is there. On my arrival at home he was already done with his assessment and indicated what the problem was. I then phoned the tollfree number while he was still there and I spoke to Amara and informed her about the finding. She then indicated that they will immediately attend to it once the report is received on their side. Edward then indicated to us that he will submit his report to his office by approximately 15:30 that afternoon for submission to Game. 12. On Monday, 21 September 2020 I once again follow-up on this issue and was informed that the report is not yet reflecting on the system. I really wanted to know at that stage how long it will take for a replacement once the report is received. A Ronel phoned me later that day and indicated that she contacted the technician, who indicated to her that he was off for the week but that he will submit his report to his office during that week. She indicated that she will keep me updated and if a credit will be passed she will informed me at which store to fetch it. I contacted the technician myself and he insisted that his report was submitted on Friday, 18 September 2020, to his office. 13. On Tuesday, 22 September 2020, I once again phoned the tollfree number and was informed that no report reflects as yet. I once again contacted the technician and then found that the report (job card) was only submitted to his office that morning. 14. On Wednesday, 23 September 2020, I again follow-up on the tollfree number whether the report is reflecting just to be informed in the negative. I was really frustrated then and requested that someone needs to phone me asap to resolve this issue. No call was received. 15. On Friday morning, 25 September 2020 another call was made and yet again no report reflects on their side. I then raised my frustration to the person on the other side of the call and he fully understood it. I ask him to request someone to urgently call me as I need this issue resolved asap as its been dragging too long now. Its exactly 4 weeks that we were unable to enjoy any of our programs on tv and also had no joy on our R169pm Netflix subscription. What a waste!!