Making Assumptions Instead of Solving the Problem – GAME Carnival Mall

Disappointed With How GAME Handled Our New Phone Problem

We recently purchased a brand-new Huawei phone from GAME. We actually really like the phone, but unfortunately we have had an ongoing problem getting my wife's existing WhatsApp account to work on the device.

Her WhatsApp works perfectly on her old phone, and another WhatsApp number works on the new Huawei. However, her number will not work on the new phone and WhatsApp repeatedly tells us to download the official WhatsApp, even though the official application is installed.

We returned to GAME for assistance and explained the problem. We followed the instructions given to us by the technician, including being told to add the email account from the old phone to the new phone. We did exactly what we were instructed to do, but unfortunately the WhatsApp problem remained.

We could not stay at the store any longer because we had to leave to collect our children from school.

Afterwards, my wife was told that the technician apparently wanted to do the setup himself, but that we had left because we couldn't wait.

This is the part that I find extremely disappointing.

We did not refuse assistance. We had a genuine time commitment and, most importantly, we followed the instructions that were given to us by the technician.

If something needed to be done differently or specifically by the technician, that should have been clearly communicated to us at the time. I don't think it is fair for the situation to now be presented as though the unresolved problem is somehow our fault because we had to leave.

We purchased a brand-new phone in good faith and returned to GAME for assistance when something wasn't working correctly. We followed the advice we were given and the problem still wasn't resolved.

We actually love the phone and would prefer to keep it. We are not trying to be difficult or demand something unreasonable — we simply want the WhatsApp issue properly diagnosed and resolved.

I would have appreciated GAME taking ownership of the problem and helping us find a solution instead of leaving us feeling as though we are being blamed for following the instructions we were given.

We are now having to take the phone to a Huawei service centre ourselves to try to get the problem resolved.

Very disappointing customer service experience.