GAME TERRIBLE SERVICE - IN ALMOST A MONTH'S TIME NO PROPER FEEDBACK OR SOLUTION TO OUR COMPLAINT

FORMAL COMPLAINT: GAME STORES (BRITS BRANCH) – DEFECTIVE PRODUCT & FAILURE TO HONOUR CONSUMER RIGHTS Complainants: Ms. Isabel Jv Vuuren Mr. Raymond Raats Email: *** GAME REF: *** Retailer: Game Stores – Brits Branch Product: HP Smart Tank 530 Wireless All-In-One Printer (Model: 3YL84AE) Purchase Price: R4,999.00 Purchase Date: 23 September 2025 Date Problems Began: Late October 2025 ________________________________________ 1. INTRODUCTION We submit this complaint to the Consumer Goods and Services Ombud, Advertising Regulatory Board, and National Consumer Commission regarding a defective printer purchased from Game Stores (Brits). We further complain about the retailer’s unacceptable service, refusal to honour our consumer rights, and their insistence on procedures that have resulted in business losses. ________________________________________ 2. SUMMARY OF COMPLAINT We purchased a new HP Smart Tank 530 printer from Game Stores on 23 September 2025 specifically for business purposes. The printer began producing extremely poor print quality within a few weeks of normal use. When we returned the printer, Game Stores refused a refund or replacement and insisted on sending the unit for an “assessment”, despite it being less than two months old and clearly defective. This has left us without a printer and without our R4,999.00, directly affecting our ability to operate our business. This imposed procedure was not disclosed at the time of sale, and we did not sign any terms and conditions consenting to these restrictions. ________________________________________ 3. DETAILS OF THE INCIDENT 3.1. Poor assistance during purchase When we visited Game-Brits to select a printer, there were no consultants available in the department. Several employees were standing around talking. Only after we requested assistance did a staff member leave to find someone else “who might be able to help”. The sales process was unprofessional, and we re**** on the advertised specifications on the product box to make a purchase decision. 3.2. Defect within weeks of purchase By late October 2025, the printer began producing severely poor print quality (evidence attached). The quality was unacceptable for the price paid and for use in our business. 3.3. Return and refusal of refund When returning the printer, the store manager (Jurie as written in pen on “Repair Agreement” form) - informed Mr. Raymond Raats that Game’s “rules and regulations” require a mandatory assessment before they can consider a refund or replacement. No effort was made to assist us urgently, despite the product being new and defective. We explained that: • The printer is NOT even two months old. • The defect is clear and significantly affects our business operations. • We did not agree to any assessment procedure at the time of purchase. Despite this, Game insisted on sending the printer away and provided no alternative solution to ensure continuity of our business operations. 3.4. Business impact As a result of Game’s refusal to honour our rights under the Consumer Protection Act (CPA), we are: • Without a working printer • Without the R4,999.00 we paid • Incurring business losses due to inability to print required documentation • Forced into a repair process we never agreed to 3.5. Communications ignored or dismissed We attempted to resolve this through: • Direct communication with Game-Brits staff • Email communication with a staff member, Maryam • Public queries on HelloPeter Responses have been inadequate, repetitive, and dismissive, referring us back to “terms and conditions” that we never received or signed. ________________________________________ 4. CONSUMER RIGHTS VIOLATED The following rights under the Consumer Protection Act (CPA) appear to have been violated: Section 55 – Right to Good Quality and Fit-for-Purpose Goods The printer became defective within weeks, proving it was not of acceptable quality or fit for its advertised purpose. Section 56 – Imp**** Warranty of Quality (6 Months) The CPA grants consumers the right to a repair, replacement, or refund within six months of purchase if a product is defective. Importantly: The choice of remedy belongs to the consumer, not the retailer. Section 41 – False, Misleading or Deceptive Representations The product was advertised as capable of producing high-quality prints. This was not the case. Section 48 – Unfair, Unreasonable, or Unjust Contract Terms Game cannot enforce undisclosed internal “rules and regulations” that were never provided or agreed to. ________________________________________ 5. RELIEF REQUESTED We respectfully request the following: 1. A full refund of R4,999.00, as permitted under Section 56 of the CPA. 2. Confirmation that the retailer may not enforce unprovided “terms and conditions” that were never agreed to at the time of sale. 3. Intervention regarding Game’s misleading sales practices and poor customer service. 4. Assistance ensuring Game stops implying that we caused the damage, which is both insulting and unfounded. We had no reason to damage a printer we urgently need for our business. ________________________________________ 6. ATTACHMENTS PROVIDED • Proof of Purchase (23 September 2025) • Game repair/assessment agreement (signed under protest because refund was refused) • Example of the defective print quality ________________________________________ 7. CONCLUSION We request urgent assistance. Our business has been materially affected. We paid for a new printer, received a defective product, and were denied lawful remedies. Game Stores’ handling of this matter has been unacceptable and contrary to the Consumer Protection Act. We kindly request written confirmation of next steps and any additional information needed from our side. Please can we ask that all communications be done in writing for us to be able to refer back to what was said. Thank you for your attention to this matter. Sincerely, Isabel Jv Vuuren Raymond Raats Email: ***