Game Stores poor customer service

Good day,

Game ***

My name is Keoagile Modise from Pretoria West. I am hereby writing a complaint about the poor service I received and currently receiving from Game online/Game Stores. Please not that I have also written a formal complaint to the National Consumer Commission and I have not received any acknowledgement/response or feedback regarding this matter.

We (My wife & I) have purchased a 58 inch JVC TV in September 2019. On the 14th of August 2020 I reported an incident with Game online that our TV screen is showing a blank screen and an incident was opened with a reference number 619744. I was told that I can make a follow up after 14 working days. I called in after 14 working days to follow up my query and I was told that due to COVI19 pandemic my issue will take a little longer due to lack of technicians.

After several attempts to get assistance via Telephone without no luck, I decided to go to their Twitter handle and report my incident since I was not getting any help telephonically. I then received a call from one of their contact center agents named Natheer Abrahams. He apologised for the delay and advised me to take my TV to one of their service centers called Telly Tenna Electronics Repairs. On the 3rd of October 2020 I handed over the TV to the repairs center (Telly Tenna Electronics Repairs). The repair center said I can make a follow up in 7 working days which I did and they told me that my TV is fixed but they are awaiting payment from Game stores in order to release my TV.

Since last October 2020 I have been calling and sending emails to get feedback and trying to resolve my issue but even now my issue is still in existence and no one from Game online store is willing to take responsibility for my problem. It's been 3 months without a TV .

I believe that I followed the proper escalation methods and channels in order to get my issue resolved. I believe that this is the last resort for me to get my issue resolved.

I am hereby asking your office to assist me with this matter. I have all the email communication to show my efforts in trying to get my issue solved. The reference number provided 619744 has all the evidence as well from when I logged the call up until now.

Your assistance will be highly appreciated

Yours Sincerely Keoagile Modise