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Fiona R

1 reviews | Active since Dec 2018

10 Dec 2018, 10:21

Game Online - avoid like the plague

My experience is almost identical to that described by Eddie K in the post of December 8 (‘Pathetic customer service...’), and I wholeheartedly agree with everything he says. I too bought a KIC 270-litre fridge-freezer from Game’s online store, on November 12. It was delivered in the late afternoon of Friday November 16. However, the fridge-freezer does not work – the internal light comes on and the motor runs, but neither the fridge nor the freezer section gets cold. On Monday November 19 I contacted Game’s Online Support Centre to inform them of this. Since then I have made multiple phone calls and sent multiple emails and have received nothing but hollow assurances that my complaint had been ‘escalated’ (repeatedly); empty promises that someone would contact me (they never did); the passing-the-buck information that the supplier/technician would come and inspect the fridge (again, they never did so). The only person who did (eventually) get back to me, when I insisted on speaking to someone in charge, was Lezano; he seemed to agree that the situation was completely unacceptable and after some further back-and-forth communication he told me he had arranged with the supplier that the technician would come on Thursday December 6. Of course no technician appeared nor has Lezano or anyone else contacted me since. So four weeks after making the purchase in good faith, I have spent a lot of money on a totally-useless fridge and a LOT of time and energy engaging with totally-ineffectual customer service agents. The law states that as a consumer I have ‘the right to receive goods that: are reasonably suitable for the purpose that they are intended to be used for, are of good quality, free of defects and in good working order, and will be durable and usable for a reasonable period of time.’ The fridge-freezer supp**** to me by Game meets none of these specifications. Having tried repeatedly and in vain to get it repaired or replaced, I now intend to have Game refund me in full for this not-fit-for-purpose item. If necessary I will be taking the matter to the National Consumer Commission to ensure that this happens.

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Fiona R's update11 Dec 2018, 07:49
Reviewer Update
In response to this review and/or my email in which I included the content of the review, I received two phone calls yesterday afternoon from a very pleasant lady (Tammy). Amongst some rather vague reassurances, she explained that there has to be an investigation into why the supplier’s technician didn’t come on the day arranged. When I said any further delay is not acceptable to me, she promised to call back again later in the afternoon. She did not do so. I am not willing to suffer the consequences of internal disconnect or dispute between Game and its suppliers. I bought the fridge-freezer from Game, not from the suppliers. By this stage (more than three full weeks after first lodging my complaint) I see no point anyway in an inspection by any technicians; such an inspection would only serve to confirm that the unit is faulty and would further prolong this intolerable stalemate. The item you sold to me is defective; as your customer I expect you to supply me with one that works. I believe the correct process would be for you to take up any related issues directly with your suppliers and their technicians without involving or affecting me any more than has already been the case. The bottom line for me now is that if Game does not deliver to me a new, fit-for-purpose, properly functioning fridge-freezer by the end of tomorrow (Wednesday December 12), I will settle for nothing less than a full refund.