Faulty product #*** and service from hell

Subject: Urgent Complaint - Faulty Hisense Top Loader (18kg) & Poor Service

We are extremely disappointed with our experience. We purchased a Hisense Top Loader 18kg washing machine online, which was delivered on 10 December. While the delivery process went smoothly, we encountered significant issues after that.

At the time of delivery, we asked the delivery team to connect and test the machine as we were not home, and only minors and an elderly individual were present. They understandably declined, which we accepted. However, when we tested the machine on Saturday, it malfunctioned.

The machine spun violently and dangerously—enough to potentially disconnect water outlets and electrical sockets while jumping and spinning almost 360 degrees. It also made a loud clattering noise, as if its components were breaking apart. We have video evidence of this.

We immediately reported the issue and were assured it would be escalated to the appropriate department. Since then, nothing has been done. We’ve had to contact Game every day, and each time we are told the issue has been escalated, given a new reference number, and told to wait 24 to 48 hours. However, with each escalation, the waiting time restarts.

The machine is currently full of water, posing a serious hazard to the minors and elderly in the house. Game appears unconcerned about this. Our latest reference number is ***.

When we spoke to your team again recently, the representative refused to log our request for a return and full refund, insisting a technician needs to assess the machine first. This is unacceptable, especially since the issue was reported during the cooling-off period. We are tired of waiting.

We are requesting an immediate resolution. We want to return the machine and receive a full refund without further delay. Please address this matter urgently so we can move on.