No sense of urgency from Game

I bought an Asus laptop as part of their black Friday 2021 deals online as part of gift and I thought I had gotten a good deal. Upon receiving the laptop, it was very slow to respond and could not open to load after inserting all initial set up details. I have not even used the laptop since its been bought!

I logged the issue with Game support via email in December 2021 and to date, I am yet to be assisted with regards to getting the laptop returned for repairs or assessment. The lady I communicated with via email (Samkelisiwe) had arranged for us to take in to a Game store nearest to us and which was Game Waterfall Mall. There too, we received appalling treatment and service over this. We have been to the store twice and have on both instances returned back twice with the laptop. They said a number of stories as reasons for why they can't take in the laptop for us. That, they were not an online store (this was also confirmed by the call center representatives) and their repair services team was on leave (in December) and is still on leave (second week of January). A lady at the store by the name of Monica said they cannot take the laptop in as we had to make use of the same method we used to buy the laptop via a courier and not bring it in to their store. The store manager (Lionel) also was not helpful. Very disappointed with the service overall we have received over this.

I have sent countless emails and made a number of calls to their call centre and still, no one has assisted and I am resorting to this as my last hope. On their call Centre, they are forever escalating the matter. I made a call to them during the week 17th to 20th January 2022 and was told that someone will get back to me, made another call this morning the 23rd January 2022 as was told that it's a Sunday and nothing much can be done. I was told to check in with the online support call center again on Tuesday. This is after we went to the Waterfall Mall store on Friday. The online team had made an arrangement with this particular store to serve as our pick up point.

I have seen that it's very easy to get a purchase from them online but not very easy for them to rise up to attending to concerns should they arise after the order is delivered. I am very disappointed with their lack of urgency, professionalism and willingness to assist.

Not letting this matter go until we get an outcome that is to our satisfaction. Completely let down by the entire Game team from online, so called support and the horrible treatment by Game Waterfall Mall (Rustenburg) in handling the case.