Faulty laptop they refuse to exchange or give my money back

I bought my first Proline laptop a couple of years back through Home Choice , no issues whatsoever. It had such a sentimental value that when I gave it to my uncle , I knew I wanted the same brand but something lighter and portable for my small business.

I decided to go to school and do my Health & Safety course. I was so happy to learn about the special from Game so I decided to order online at the end ofJanuary 2024 , only to encounter countless back and forth disappointments due to the Laptop not wanting to switch on.

On my first day of class (still no laptop) the12th of February 2024 I had an accident, a bump on the door behind the driver's seat which made me a nervous wreck. I could easily argue that it was because of the stress caused by the non-cooperation from the Game staff_ Manager _ Andre.

I kept going to the store after class just to get updates, eventually when they decided to call me during class, an email was sent saying that they have been trying to get hold of me even though I had told them that I was attending class and would not be available all the time. I remember the last time I was in store, one of the staff felt so entitled and said that ''I HAD NO BUSINESS BEING UPSET BECAUSE SHE WAS TRYING TO ASSIST ME''....She said that because while she asked me a question , I decided to nod instead of giving her a verbal response.

The last communication I had with Game Southgate was in June 2024 when Andre called to tell me that I needed to collect the laptop because it was now fine. I remember telling him that I do not trust anything he was telling me and that I needed another laptop. I told him that I would top-up for a more expensive one but I would not take the one with a problem that they clearly failed to fix the first 3 times.

I am obviously puzzled how such people can represent a brand they clearly have no faith in ( Andre and Siya) mentioned that the same laptop came back and previous to my purchase there was a recall done. I do not mind people expressing their views, yet they expect you to take the very same product they have no faith in.

Today is the 10 of March 2025 , I still do not have the laptop I paid for. Can someone please explain to me how

Game Satisfaction Survey - ID ***: How would you rate the support you received?

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Vuyelwa Tshiwula (Game) *** via zendesk.com

Fri, Apr 12, 2024, 3:47 PM

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to me

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##- Please type your reply above this line -##

Hello Visa Mdeni,

We'd love to hear what you think of our customer service. Please take a moment to answer one simple question by clicking either link below:

How would you rate the support you received?

Good, I'm satisfied

Bad, I'm unsatisfied

Here's a reminder of what your ticket was about:

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Vuyelwa Tshiwula (Mass Discounters)

Apr 12, 2024, 15:47 GMT+2

Hi Visa, In trust this email finds you well. We apologized for the delayed response and any inconvenience caused. Please see below response from the store. "We’ve reached out to the customer. Her phone keeps ringing. We will try during the course of the day to get a hold of her and even e-mail her. My investigations for the query: The client bought the Laptop online. It gave her an issue “not switching on” The laptop was promptly booked, repaired and hand back to the customer. It is now giving the customer a similar issue. We would like for the customer to be bring it in so that we can make the supplier aware of the same issue. The laptop is still with the customer." Should you need any further assistance, please don't hesitate to contact us. Regards, Vuyelwa.T Support Agent

Game Online Support: Tel: ***Customer Service Contact Centre: Tel: 0861 GAME CARE (***73) Game Sure Extended Warranty Enquiries: Tel: ***/ ***www.game.co.za

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Visa Mdeni

Apr 3, 2024, 08:47 GMT+2

CAUTION: This email originated from outside of Massmart. Do not click links or open attachments unless you recognize the sender. Report any suspicious emails to Massmart Infosec.

Dear Neliswa,

I appreciate your call earlier Ma'am,

I have forwarded you an email from Mapule,

Kindly advise once you receive it.

Thank you kindly,

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Neliswa Lize (Mass Discounters)

Apr 3, 2024, 08:19 GMT+2

Good day Visa, Thank you for taking my call. As per our telephonic conversation, kindly provide the repair slip to assist further. I look forward to your response.

Kind regards Neliswa Game Online Support: Tel: ***Customer Service Contact Centre: Tel: 0861 GAME CARE (***73) Game Sure Extended Warranty Enquiries: Tel: ***/ ***www.game.co.za

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Visa Mdeni

Apr 2, 2024, 14:52 GMT+2

This is a follow-up to your previous request #*** "Game Response"

CAUTION: This email originated from outside of Massmart. Do not click links or open attachments unless you recognize the sender. Report any suspicious emails to Massmart Infosec.

Dear Game Team,

I trust this email finds you well,

It is with a very heavy heart that I am yet again writing with regard to the laptop I bought from you.

I made quite a few visits to your Southgate Store and might I add that the visits were extremely frustrating.

Nonetheless, I managed to get the laptop after a month of purchasing it.

I even completed my schoolwork without having used it.

Last week, I had another project only for the laptop to not switch on yet again, by the way since getting the 'so called fixed lap' I did not use it.

May you kindly forward this email to the supplier and let them know that I am not trying to play catch up again with my schoolwork.

I have no desire to be frustrated,

I have no intentions of wasted visits to the supplier nor the manufacture.

I do not have the energy to argue either.

I just need this sorted out.

Jocelynn Manuel (Game) *** via zendesk.com

Tue, Feb 6, 2024, 1:07 PM

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to me

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##- Please type your reply above this line -##

Hello Visa Mdeni,

We'd love to hear what you think of our customer service. Please take a moment to answer one simple question by clicking either link below:

How would you rate the support you received?

Visa Mdeni

Mon, Jan 29, 8:27 PM (8 days ago)

Visa Sande MdeniCell: *** We are not born to live outside of who we truly are !!

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***

Mon, Jan 29, 8:28 PM (8 days ago)

Delivery has failed to these recipients or groups: *** The email address you entered couldn't be found. Please check the recipient's email ad

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Visa Mdeni <***>

7:56 AM (1 minute ago)

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to postmaster

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Good day,

Kindly note that thee laptop doe snot want to switch on ,

Please advise if i can exchange from Game , The Glen Mall

Jocelynn Manuel (Mass Discounters)

Feb 6, 2024, 13:07 GMT+2

Hi Visa, I trust this email finds you well. As per our telephonic conversation, please find your invoice attached. If you require any further information, don't hesitate to contact us. Kind regards, Jocelynn

Game Online Support: Tel: ***Customer Service Contact Centre: Tel: 0861 GAME CARE (***73) Game Sure Extended Warranty Enquiries: Tel: ***/ ****** Game South Africa | We beat any price

Attachment(s) a9e74b0_1320smart.pdf

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Visa Mdeni

Feb 6, 2024, 08:00 GMT+2

CAUTION: This email originated from outside of Massmart. Do not click links or open attachments unless you recognize the sender. Report any suspicious emails to Massmart Infosec.

PROLINE PROLINE CEL/4GB/128SSD/14.1

PROLINE PROLINE CEL/4GB/128SSD/14.1" V146GNK

1

R2,899.00

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Store Address

Game Southgate: Shop 26, Southgate Mall. Cnr Columbine Rd and Rifle Range Rd,Mondeor,2091,South Africa

Trading Hours: 09.00 AM - 06.00 PM

Entrance: Entrance 2

Parking: Free parking

Price Details

Items

R3,999.00

Promotional Savings

- R1,100.00

Total Amount Paid

R2,899.00

Payment Method

Credit card/Debit Card

Shop More

Help Center FAQs

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Visa Mdeni

Mon, Jan 29, 8:27 PM (8 days ago)

Visa Sande MdeniCell: *** We are not born to live outside of who we truly are !!

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***

Mon, Jan 29, 8:28 PM (8 days ago)

Delivery has failed to these recipients or groups: *** The email address you entered couldn't be found. Please check the recipient's email ad

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Visa Mdeni <***>

7:56 AM (1 minute ago)

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to postmaster

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Good day,

Kindly note that thee laptop doe snot want to switch on ,

Please advise if i can exchange from Game , The Glen Mall

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This email is a service from Mass Discounters. Delivered by Zendesk

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Visa Mdeni <***>

Tue, Feb 6, 2024, 5:07 PM

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to Game:

I'm having trouble printing the invoice, can you print it for me ?

Jocelynn Manuel (Game) *** via zendesk.com

Wed, Feb 7, 2024, 8:08 AM

Your request (***) has been updated. To add additional comments, reply to this email.

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Jocelynn Manuel (Mass Discounters)

Feb 7, 2024, 08:08 GMT+2

Hi Visa, Thank you for reaching out. We at Game Customer Service can't have the invoice printed. You can go to any print shop or office and print it from the PDF form. Should you need any further assistance, please don't hesitate to contact us. Kind regards, Jocelynn

Game Online Support: Tel: ***Customer Service Contact Centre: Tel: 0861 GAME CARE (***73) Game Sure Extended Warranty Enquiries: Tel: ***/ ****** Game South Africa | We beat any price

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Visa Mdeni

Feb 7, 2024, 06:53 GMT+2

CAUTION: This email originated from outside of Massmart. Do not click links or open attachments unless you recognize the sender. Report any suspicious emails to Massmart

I'm having trouble printing the invoice, can you print it for me ?