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Zainap A

1 reviews | Active since Jan 2016

21 Sept 2017, 12:09

Game Somerset Mall - BAD SERVICE

I am so disgusted in the level of customer service received from this store. I booked in my laptop to be repaired end of July 2017, customer service advised that we will receive feedback within +\- 21 days, after almost 2 months have lapsed I needed to follow up with the store as well as repair company on the progress on the repair. Game then informed me that they are going to refund me as the laptop cannot be repaired. They refunded me with an amount with which I could not purchase another laptop. The model I wanted (same as previous one) was not in stock thus they refunded me the amount according to what the item was listed for at that point. I requested that they look up the date and amount for what the item was purchased, it was advised that they will put in a request to the head Office. I did misplace my slip thus I could not proof how much I originally paid for the laptop but I had the warranty certificate where there was date stamps on. I had to visit the store 3 times, with no resolution to my problem. The sales store manager (****erah) then assisted me and advised that my laptop will be repaired and will be available within this week. I had to contact Game store today again, she was on leave thus I spoke to Isaac, he advised me that my laptop is still in JHB waiting to be repaired. He could not provide me with proper feedback as to when I will get my laptop and insisted that I want my laptop repaired as there is personal information I require. I am now awaiting feedback from Isaac to provide me with a date and proper feedback to when my laptop will be fixed. I am utterly disgusted with the level of service I received thus far from the staff at Game Somerset Mall. Poor customer service is does not even justify to what I experienced. As soon as I receive feedback from Isaac I will update this matter. But I feel that this needs to be address as this is unacceptable. I will NEVER EVER purchase anything from GAME again as I will not accept such services. I work in a customer service environment and this will never ever be allowed. Treating your customers with such poor service, allowing such an issue to proceed for so long, customer had to regularly follow up.

I am so disappointed at this point, I lost all confidence in this store. No respect to the customer and the consumer protection act is not even considered when it comes to the level of customer service they render.

POOR BAD CUSTOMER SERVICE

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Replies (5)
ZA
Zainap A's update26 Sept 2017, 11:15
Reviewer Update
Yes, I have followed up with Iscaac now, he will contact me back with feedback as to where my item is
ZA
Zainap A's update04 Oct 2017, 13:18
Reviewer Update
On the 3rd of Oct 2017, after I needed to call back and fourth between Game Somerset Mall and Incredible Solutions I collected my laptop at the customer service desk at Game. We had to use the gift voucher they initially gave me to "re-purchase" the REPAIRED laptop. When we got home my husband tested the laptop to see whether everything is in order. He discovered then that the screen has been fixed however an error message appeared stating that there is an error with the hard drive.....My question is why would you give a laptop that ought to be repaired back to a consumer knowing that there is a fault with it still. There was a note in the laptop stating that the hard drive is faulty. No one informed us about this and why provide a laptop that is not fully repaired? This is unacceptable and disgraceful, the level of service received from both parties is pathetic. I am struggling for more than two months now. I have spent so much time phoning Game and Incredible Solutions to get answers. I have visited the Game store numerous times to my inconvenience and yet I am still sitting with a laptop that is faulty. Then why offer extended warranties on items if you cannot deliver a service? I am so fed up with this, I am to this point where I want to lay a complaint with the ombudsman. I cannot believe that Game would be proud of the level of service they have rendered? Why do we have the consumer protections act? I have never in my lifetime experience such poor service. I am so disappointed and utterly disgusted with the entire experience.
ZA
Zainap A's update04 Oct 2017, 13:20
Reviewer Update
At first the laptop could not be repaired, thereafter it could. Then the story changed to say that the item will be replaced with a new one, thereafter it was said that my own laptop was repaired and we will no longer be receiving a new one. So much confusion and always a different story, you need to get your internal processes in place as it is clearly not working
ZA
Zainap A's update12 Oct 2017, 07:57
Reviewer Update
Still no reply from GAME management.....
ZA
Zainap A's update12 Oct 2017, 08:08
Reviewer Update
It was advised that we take the laptop to incredible connections to copy our personal data before the laptop is sent in again for repairs again!!!! My husband took the laptop to incredible connections yesterday and they advised that it cannot be done as the hard drive is no longer working. So what frustrates me is that we sent in our laptop where the motherboard had to be repaired, it was sent back to us knowingly that there is an error on the hard drive now. When the hard drive was taken out there was a ***** missing and the item looks as if there was some physical damage to it. So between GAME and incredible solutions I am not sure who provided the worst customer service. When my husband took the laptop back to GAME yesterday, he dealt with Isaac and Marchel, the lady at the customer service desk had an attitude and my husband said when he left the store anger, he heard her laughter, what type of service is that. I then turned out my entire house with frustration to look for the original slip when I purchased the laptop, I then found it. So I am hoping that GAME will provide a better solution now, as currently we are sitting with a laptop that is non existent however I do have the proof now for how much I did pay for the laptop. I am utterly disgusted in how GAME Somerset Mall treats their customers. They lady at customer service desk ought to be reprimanded and sent on a customer service course to equip her with s****s to better treat customers and to have a better understanding on what customer service entails. I want answers and a solution to this nightmare. GAME somerset mall will never in my lifetime see me nor my family members again. I hope that GAME somerset mall have some compassion for their customers as this has been the worst experience in my life.