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Vijay K

1 reviews | Active since Apr 2025

16 Apr 2026, 10:45

Ongoing Unresolved Complaint – TCL TV Purchased from Game (Mall of Africa)

I purchased a TCL television from Game (Mall of Africa), which has unfortunately been plagued with serious screen resolution and performance issues.

This matter was formally reported to Game Customer Support / “Web Support” on 02 March 2026, yet to date, it remains unresolved.

While the product itself is defective, the most frustrating aspect has been the complete lack of effective after-sales support. After logging a service request, I experienced significant delays with little to no communication. When a technician was eventually assigned, they were unable to properly diagnose or resolve the issue. Furthermore, their conduct was unprofessional and included inappropriate remarks, which is unacceptable.

My attempts to escalate the matter have yielded no results. There has been no accountability from Game, no sense of urgency, and no clearly defined resolution process. It appears that once a product is sold, customer support becomes non-existent.

To make matters worse, I have submitted multiple follow-ups, including video evidence of the fault, yet I have received no response for approximately five business days.

In terms of the Consumer Protection Act (CPA), I am entitled to receive goods that are of good quality, in good working order, and free of defects (Section 55). Where goods fail to meet these standards, Section 56 provides for an imp**** warranty of quality within six months of purchase, entitling me to a repair, replacement, or refund at my election. Given the ongoing defects and unsuccessful attempts to resolve this matter, I hereby request that Game honour its obligations under the CPA and provide a suitable resolution without further delay.

Key Concerns:

Ongoing product defect (screen resolution and performance issues) Delayed responses and lack of communication Unprofessional conduct from the assigned technician No proper escalation or resolution process Complete lack of response despite recent follow-ups and supporting evidence

This has been an extremely frustrating and disappointing experience. Based on this, I would strongly caution others before purchasing from Game, as the after-sales support has been severely lacking.

I now expect urgent intervention and a clear resolution to this matter.

Unhappy Customer

0
Replies (5)
Game
Game's reply16 Apr 2026, 13:00
Official
Hi Vijay, Thank you for reaching out. I'm sorry that your TV issue remains unresolved and that you're still waiting for feedback. The complaints team is dealing with your query and is awaiting feedback from the supplier. Rest assured the agent will contact you. 
VK
Vijay K's update16 Apr 2026, 13:51
Reviewer Update
It's a month and 14 days since the first request.
Game
Game's reply16 Apr 2026, 14:22
Official
I have noted your complaint on the ongoing reference. 
VK
Vijay K's update19 Apr 2026, 15:06
Reviewer Update
Sunday, 19 April 2026 @ 13:28 – Status Update

I am writing to formally escalate my ongoing complaint regarding the TCL television purchased from Game (Mall of Africa), originally reported on 02 March 2026.

I have just received a call from a Game support agent advising that the matter has been “resolved” based on a report from TCL. I must strongly dispute this conclusion.
The TCL technician replaced the motherboard and left within approximately 10 minutes, without allowing me the opportunity to properly test the television. At the time, I specifically raised the following issues:
  • 5G Connectivity: This issue was not resolved by the technician. I had to contact my service provider (MWEB) independently to resolve it. Despite this, the technician’s report incorrectly states that I had blocked the signal.
  • USB Functionality: The technician claimed the USB device was *******. However, the same USB functions perfectly on multiple other televisions in my household (Samsung 85”, Samsung 40”, and Hisense 55”), which clearly indicates that the fault lies with the TCL television. This was demonstrated to the technician but ignored in his report.
  • Screen Defect (Lines on Display): This remains the most critical unresolved issue. I have already sent multiple videos and images via WeTransfer to *** and *** clearly showing the defect. These have not been acknowledged. This is the biggest issue.

Despite numerous emails and attempts to resolve this matter, I have received little to no communication. It is therefore unacceptable that I am now being informed that the case is closed without addressing the actual faults.

The product is still under warranty, and in terms of the Consumer Protection Act (CPA), I am entitled to goods that are of good quality, in working order, and free of defects. Given that the television has not been properly repaired and continues to exhibit faults, I am formally requesting a replacement unit.
For clarity:
  • The issue was reported on 02 March 2026.
  • As of today, 19 April 2026, the television is still defective.
  • The service process has been inadequate, and the technician’s report is factually incorrect.

I have already requested that this matter be escalated to Head Office during my call today. I reiterate this request and expect that the necessary approval for a replacement be obtained urgently.
Please treat this matter with the seriousness it deserves. Failing a satisfactory resolution, I will have no option but to escalate this further to Massmart and pursue additional remedies available to me.
Game
Game's reply20 Apr 2026, 13:29
Official
Hi Vijay, thank you for getting in touch. I am so sorry for the lack of communication on our side. Kindly be advised that your query is with our senior team to assist you accordingly. The relevant team are actively working on this matte and the agent will contact you as soon as they have an update for you.